L'Oréal Paris is enhancing its Beauty Genius tool, an AI-powered service providing personalized beauty regimen recommendations, through a partnership with WhatsApp starting in early 2026. The tool allows users to interact conversationally, making inquiries related to cosmetics, skin care, and hair care. In its beta phase, the tool has facilitated over 480,000 conversations, with a significant portion focused on cosmetics. Users range from beginners asking basic questions to experienced individuals seeking detailed advice, showcasing a spectrum of conversational exchanges with the brand.
"You will be able to message with Beauty Genius the way you would with a friend," said Thomas Vince, chief digital and marketing officer at L'Oréal Paris. "You'll be able to be very conversational in asking questions, getting diagnostics and recommendations and, ultimately, driving to fulfillment, if that's where your experience goes."
This combination of diagnostic capability with a conversational nature and flow is a key differentiator for Beauty Genius, which was unveiled by L'Oréal chief executive officer Nicolas Hieronimus at the 2024 Consumer Electronic Show in Las Vegas.
According to the company, cosmetics-related inquiries account for a little more than half of the conversations, followed by skin care at more than a third, with hair care and hair coloring conversations comprising the remainder.
The queries range from very sophisticated to very basic - from someone who is new to the category or to beauty in general, you might see questions like, 'How do I apply eye shadow?' 'How do I apply hair dye?' - and then you move into more sophisticated, longer and very pointed queries, which show a much more conversational exchange between the brand and the individual.
#loreal-paris #beauty-genius #ai-technology #whatsapp-partnership #personalized-beauty-recommendations
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