Prose's Perfect Formula: Personalized Beauty Products and AI-Powered Empathic Support

In the busy hair and beauty market, Prose's success is built on a strong commitment to one-of-a-kind experiences. Offering truly custom hair and skincare made-to-order - just for you - the brand has experienced significant growth since their early days working out of a small lab in Times Square back in 2017. But with rapid growth came a significant challenge for Prose's CX team: maintaining high-touch, custom-fitting care at scale.

Challenge

Scaling personalized support while maintaining a high bar for CX

Prose's rapid growth led to a surge in customer inquiries, making it difficult for their CX team to keep up with demand while maintaining the high level of personalized support they're known for. With each unique product formula considering over 80 different factors, onboarding new agents to the team required time away from the inbox, which wasn’t always possible when the inbounds were mounting.

As Jessica Weiss, CX Lead Product Partner at Prose puts it…

"Every product we ship is uniquely tailored to the needs of the customer. With so many different ingredient combinations at play, onboarding new CX associates into our team requires an in-depth process to ensure they are properly suited to meet the needs of our consumers with the support we expect."
Jessica Weiss, CX Lead Product Partner, Prose

Providing timely, informative, and personalized responses is crucial to Prose's brand, as it directly impacts customer satisfaction, loyalty, and ultimately, revenue. Jessica needed a solution that could quickly add CX capacity without compromising on the quality of support or breaking the bank.

Solution

Siena AI aligns with Prose's values and long-term goals

After evaluating various options, including hiring additional staff and outsourcing to BPOs, Prose chose Siena AI as their preferred solution. Several factors shaped their decision:

1. Seamless customization and brand alignment

‍Siena AI's emphasis on empathy and the ability to tailor the AI Agent’s persona, tone, and response style allowed Prose to maintain a consistent brand experience across all customer interactions.

"What stood out with Siena is that we're in control of everything. We can determine the tone of voice, and give her a  name and persona to reflect our brand personality and values. Our agent for email is called Sabine, a beautiful French name as a nod to our French heritage."
Jessica Weiss, CX Lead Product Partner, Prose

2. Efficient automation of repetitive tasks‍

By training Siena to handle common repetitive inquiries, such as order cancellations and subscription management, Prose is working on automating a portion of their customer support, freeing up human agents to focus on more complex advisory requests.

3. Exceptional support and guidance‍

The Siena team provided dedicated coaching and mentoring throughout the implementation process, ensuring Prose's AI agent was up and running quickly and effectively.

Results

Tangible improvements in CX metrics and more time for strategic initiatives

Since partnering with Siena AI, Prose has seen remarkable improvements in their customer experience operations, striking a balance between automation and personalized support:

• Prose aimed to automate a minimum of 25% of their inbound conversations, now they are at over 50%, with plans to expand Siena's role further
• Team morale and efficiency have significantly improved, as agents can now focus on more complex and rewarding tasks
• The quality of AI-generated responses has exceeded expectations, enhancing overall customer communication

"The quality of response that Siena comes up with is phenomenal. We've even taken inspiration from her responses and added them to our existing customer-facing comms."
Jessica Weiss, CX Lead Product Partner, Prose

By automating repetitive tasks, Prose has freed up valuable time previously spent on reactive support. This shift allows the team to focus on proactively analyzing customer insights, identifying areas for improvement, and continually enhancing the overall brand experience. As a result, Prose is well-positioned to maintain its edge in delivering personalized customer experiences at scale.

"If you hear me talking about her like a person, it's because she feels like an integral team member. Everyone says she makes their job easier, which is exactly what you want out of AI."
Jessica Weiss, CX Lead Product Partner, Prose‍

Looking ahead, Prose plans to expand Siena's role even further, leveraging the AI's ability to learn and adapt quickly to new challenges.

"Our starting goal is to automate almost all of our order and subscription management requests. Then we’ll look to expand Siena's knowledge of our product catalog knowing she can learn every single ingredient in our formulas, which is exciting! "
Jessica Weiss, CX Lead Product Partner, Prose

As the demand for personalized experiences continues to grow, Prose's partnership with Siena AI positions them for continued success in the highly competitive world of personalized beauty. By enabling them to deliver high-quality, empathetic customer support at scale, Siena AI has become an integral part of Prose's strategy to provide one-of-a-kind experiences to their customers.