Case Study: Avon Shrinks Response Times with Zowie AI Agent

Avon Shrinks Response Times to 36 seconds with Chat Automation from Zowie

Avon, the multinational cosmetics and personal care brand, needed a better way to handle its growing volume of support requests across 50+ markets. Its legacy chatbot was hard to configure, recognized too few questions, and couldn’t keep up with monthly ticket spikes or deliver fast answers to customers and consultants.

Zowie implemented its AI Agent and AI Inbox to automate support, provide 24/7 responses, and route more complex cases to agents. The results were strong: first response time dropped to 36 seconds, recognized questions rose to 89%, resolution rate reached 61%, and only 20% of chats now reach an agent, allowing Avon to operate with 2-3x fewer agents.

Avon

Joanna Ziółkowska

Customer Service Group Leader