___ Case Study

Parfums CARON Doubles Online Chat Orders with AI-Powered Shopping Assistant

Parfums CARON, an iconic French luxury perfume house since 1904, has elevated its customer service with a generative AI-powered assistant. Available 24/7, this tool supports visitors in selecting the perfect fragrance by instantly providing the information they need to make a purchase, helping the brand enhance its e-commerce performance.

Challenges

Providing 24/7 Quality Assistance While Managing Costs

Choosing a fragrance is a personal journey, as each scent carries a unique identity with subtle nuances that require quality guidance. For a perfume house, the leap into online sales is not an obvious one. However, this did not deter Parfums CARON from embracing the challenge with creative e-commerce offerings that allow customers not only to purchase fragrances but also to explore and test them remotely. Despite this, the brand still faced several key challenges:

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Ensuring round-the-clock assistance for both French and international customers without disrupting the shopping experience.

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Automating answers to simple inquiries while providing personalized guidance for more complex questions—all without increasing costs.

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Driving growth in e-commerce

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We noticed that many customer questions, such as pricing, store hours, or delivery options, were already answered in the FAQ. However, customers didn’t want to search for this information. These simple questions took up valuable time for our customer service team, which could have been spent on more expert-level inquiries, like fragrance recommendations.

Garance Jumeau

Head of Customer Relations, Parfums CARON

Solutions

AI-Powered Assistance in Luxury Perfume Sales

To address these challenges, Parfums CARON implemented iAdvize Copilot™ for Shoppers, a generative AI solution that allows the brand to transform important information buried in their FAQ section and transform that content to answer complex queries, providing expert-level CX support. These three aspects establish the brand as a champion of AI in e-commerce:

Upholding the Standards of Luxury Brands

The assistant, designed to reflect the brand’s expertise, ensures a premium experience while seamlessly incorporating innovation into the shopping journey. Additionally, the ability to escalate complex inquiries to the customer service team reinforces the brand’s image of excellence and personalized care.

Enhanced Productivity and Accelerated e-Commerce

The customer journey is streamlined, allowing the service team to focus on delivering added value. iAdvize Copilot™ saves time for both customers and the brand. The result? Parfums CARON increases sales and continues to drive growth.

A Shared Vision Focused on the Customer Experience

Amelie Maziere, E-commerce Director at Parfums CARON, believes that AI is set to make e-commerce increasingly intelligent, personalized, dynamic, and centered on each user’s experience. For Parfums CARON, iAdvize Copilot™ creates a better shopper journey that leads to more sales.

RESULTS

Parfums CARON Removes Purchase Barriers and Boosts Visitor Conversion

By integrating an AI assistant, Parfums CARON has significantly improved its e-commerce performance:

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Online Sales

increase in sales via chat

revenue growth generated through chat

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Customer Service Optimization

+60%

of visitors assisted in their purchases

79%

of inquiries handled via AI

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The assistant streamlines the purchasing journey, resulting in higher conversion rates, increased revenue, and more sales. The number of orders placed via chat has doubled since its integration.

Garance Jumeau

Head of Customer Relations, Parfums CARON