From Estée Lauder’s ‘Foundation Finder’ bot to Sephora’s Reservation Assistant, beauty is one industry that is investing big in chatbot technology. Now that L’Oréal has begun rolling out beauty services on Facebook Messenger, today we explore the potential reach of this kind of tech among L’Oréal’s customer-base.

A fair share (26%) of L’Oréal’s Consumers are already asking questions to brands on social media or interacting with them on messaging apps each month. A chatbot strategy is likely to be most effective at reaching 16-44-year-old consumers, as well as those in APAC markets – where chatbot technology is more widespread (particularly on WeChat) and where online populations skew younger.

Although chatbots remain in their infancy, there are clearly defined use-cases for this tech in beauty. Beauty is much more personal than other industries, and messaging tends to succeed when it’s personalized – whether that’s personalized product recommendations or beauty tips.

L’Oréal Consumers are defined as internet users aged 16-64 who use L’Oreal products on a weekly basis.


Written by

Katie is a Strategic Insights Manager at GWI. Moving to the company 4 years ago, Katie heads up the Strategic Insights team, overseeing the production of bespoke assets for clients. Katie also writes on GWI's blog, with a particular interest in social media and marketing.

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