More beauty brands are starting to use chatbots, like Facebook messenger, to help users search, explore, and virtually try-on beauty products. “Although the fashion industry has struggled with its chatbot strategy, beauty brands are placing more confidence in the technology” according to DigiDay. Brands like Sephora, Estee Lauder, and L’Oreal are some of the first to develop chatbots to respond to specific and common questions via Facebook Messenger.
The goal of the technology is to increase customer engagement and heighten the user experience, while also being able to collect data and insights for brands. The chatbots go hand in hand with the AR (Augmented Reality) technology where users can try-on products from home before buying them. The chatbots assist the AR technology by answering any questions users may have, such as how to pick the perfect shade of foundation.