Paragon is one of Indonesia’s leading beauty companies with multiple well-known brands, including Wardah, Emina, Make Over, and KAHF. Each brand caters to very different customer personas, from young, playful audiences to more professional and premium-focused segments, serving both female and male customers. Managing all of these under one roof is not just about scale, but about ensuring each brand voice remains consistent even when customers come through the same channel, while still being fast, seamless, and efficient
The Complexity of Many Brands, One Company
For Paragon, the challenge was clear: how do you serve millions of customers across WhatsApp and live chat while keeping every response authentic to the brand they engaged with? Traditionally, this required separate teams or complex workflows. On the other hand, customers expect fast, personalized, and brand-specific responses, anytime and anywhere.
Without the right system, human agents risked mixing tones between brands, losing context, or making customers repeat themselves. The task of scaling service across brands in one channel became increasingly complex.
To solve this, Paragon needed AI that could automate repetitive inquiries, adapt its tone to each brand persona, and remember customer history—delivering efficiency at scale without losing the personal touch.
Qiscus AgentLabs: The Right Answer at the Right Time
Paragon implemented Qiscus AgentLabs with a memory function, powered by Qiscus, to handle inquiries across WhatsApp and live chat. The AI could:
- Adapt to the brand persona by shifting its tone and style depending on which brand the customer engaged with.
- Leverage memory to recall the last 3-6 conversations, including whether the customer had previously raised a complaint or consultation, and continue the interaction seamlessly.
- Automate FAQs, consultations, and recommendations, while passing complex cases to human agents with full conversation history for faster resolution.
This approach ensured every interaction was consistent, contextual, and aligned with each brand’s unique identity.
The Results: Efficiency Meets Personalization
The impact of using Qiscus AgentLabs with the memory function was significant:
By adopting Qiscus AgentLabs with memory function, Paragon unlocked measurable business impact across its multi-brand ecosystem. The AI resolved 75% of all inquiries, instantly reducing dependency on human agents and creating a scalable model for customer engagement. This efficiency translated directly into growth, as Paragon saw a 10x higher conversion rate, proving that AI-powered consultations weren’t just faster but also effective in driving sales.
Equally important, customer satisfaction, a key benchmark for Paragon, remained at the heart of the initiative. The AI agent achieved a 97.5% CSAT score, demonstrating that automation not only preserved but actually helped to maintain service quality.
Together, these impacts show how AI transformed Paragon’s efficiency gains to tangible business results: higher conversions, stronger loyalty, and consistent brand experiences at scale.
“Delivering the right tone for every customer is essential, and Qiscus AgentLabs helps us do just that. Qiscus AgentLabs adjusts its responses to match the context and style of the conversation, allowing our team to engage more effectively, handle inquiries faster, and focus on the interactions that truly drive impact.”
— Tessi Fathia A – Group Head Digital Transformation at Paragon Technology And Innovation
A Journey Across Brands, Seamlessly Connected
Paragon’s adoption of Qiscus AgentLabs with a memory function delivered a clear impact: customers across different brands enjoyed faster, more seamless experiences without losing the personal touch of each brand. Qiscus AgentLabs was able to recognize the brand context instantly, ensuring every response matched with the right persona. Whether a customer reached out to Wardah, Kahf, or Labore, they experienced the right tone, the right answers, and the continuity of past interactions.
Beyond that, memory function can recall past interactions and transactions, allowing Qiscus AgentLabs to follow up on earlier complaints or consultations without customers needing to repeat themselves. And when escalation was required, the AI agent summarized the history for human agents, drastically reducing handling time. Together, these capabilities transformed customer interactions into a journey that felt consistent, contextual, and brand-true, delivered seamlessly across all of Paragon’s customer touchpoints in a single, unified channel.
Take the Next Step in Customer Experience
Paragon’s story proves that when AI and human teams work together, every interaction becomes smarter, faster, and more meaningful, showing the future of customer engagement is not just digital, but intelligent and context-aware. Explore how Qiscus AI can help your business deliver seamless, personalized, and efficient customer experiences.
