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How Sephora Increased In-Store Makeover Bookings by 11% with AI Chatbot-Driven Interactive Quiz

By: GoBeyond Team
July 27, 2025
3 min read
Sephora AI chatbot interactive quiz interface

Quick Overview

Sephora implemented a chatbot-driven interactive quiz on Facebook Messenger acting as a digital beauty consultant, providing personalized product recommendations and booking in-store makeover appointments.

Sephora
Sephora
Company Size
~6,000 employees
Revenue Range
$10B+ annual revenue
Primary Challenge
Increasing conversion rates for in-store services through digital engagement
Key Metrics

- 11% higher conversion rate for booking in-store makeovers compared to other channels

The Problem

Traditional booking channels lacked engagement and personalization, limiting appointment conversions.

The Solution

Developed AI chatbot on Facebook Messenger delivering interactive quizzes and personalized recommendations to drive bookings.

Results

- Increased makeover appointment bookings
- Enhanced customer engagement
- Improved digital-to-physical conversion rates

Details

Industry
Retail & E-commerce
Departments
Customer Support & Service
Sales & Lead Generation
Use Cases
Live Chat Support
Lead Generation
Sales Meeting Booking
Tags
NLP
Client Satisfaction
Marketing Teams
Sales Teams
AI Tools Used
No items found.
Sources
https://www.sprinklr.com/blog/ai-in-marketing-examples/https://www.linkedin.com/pulse/ai-action-3-digital-marketing-case-studies-prove-its-power-anwar-ivsrc/https://cosmeticsbusiness.com/sephora-introduces-chatbot-that-can-reserve-appointments-122631https://www.cbinsights.com/research/report/most-successful-chatbots/https://nineten.ai/examples-of-ai-email-marketing-success/

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