We helped Procter and Gamble move beyond typical chatbot pathways by creating Yumi, an AI-powered digital assistant. From product discovery to post-fulfilment, Yumi delivered tangible value to customers and decreased escalation rates at critical journey points.
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.
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.
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