Meet Yumi, SK-II’s always-on concierge
In collaboration with Soul Machines, we created the world's first AI skincare influencer 'Yumi' for Procter and Gamble's luxury skincare brand SK-II.
We enabled 'Yumi' to provide personalised product support in-store at SKII's Tokyo tech-enabled concept store and solve skincare concerns as an always-on concierge presence on the US website.
Reducing call centre loads by providing order status
As we evolved Yumi, we broadened the supporting conversational-UI design to have a more operational focus by reducing call centre loads. This was achieved by delivering personalised post-conversion support such as order status and tracking updates, a key area of the user journey which was being onerously served by human staff.
It may seem simple, but this was Procter & Gamble’s first global technology implementation, incorporating real-time and seamless NLP delivery of customer-specific order information with a zero tolerance for privacy breaches.
As an example of 'true partnership' between Ghost's Delivery team and P&G's Global iRisk team, we integrated with P&G's eCommerce platform BigCommerce and carefully navigated data security and privacy risks. Success was achieved through the mutual respect for the enterprise guardrails established to support ambitious initiatives such as this.
