In an effort to revolutionise the luxury digital experience, Estée Lauder and Google Cloud recently expanded the scope of their strategic partnership. This will allow generative AI to be used across all of Estée Lauder brand websites.
In order to improve consumer understanding, drive R&D activities, and develop high-touch digital experiences, Estée Lauder and Google Cloud will work together to explore AI-powered solutions.
For the conglomerate, real-time monitoring of consumer sentiment and feedback will be powered by generative AI systems from Google Cloud. This will enable Estée Lauder to quickly answer customer complaints, identify pertinent external trends, and enhance customer service. The cosmetics company also uses Google’s PaLM 2, an AI language machine learning model, to track mentions of itself in call centre operations and on social media.
The Estée Lauder Companies’ Executive Vice President for online, Gibu Thomas, stated in a press release that the company’s goal is to “delight consumers with transformative products and services.”In our EQ-Commerce macrotrend research, we looked at how customer expectations for the retail experience are higher than ever, particularly in the luxury market. When it comes to fostering hyper-personalized services and customer care, generative AI will be essential to brands.
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