Good Glamm Group harnesses AI to reduce agent workload by up to 80% (#1683473)

The Good Glamm Group is focusing on artificial intelligence to boost its online and offline operations. The business has reduced its agent workload by 70% to 80% by implementing AI-powered chatbots and is harnessing customer data to personalise its retail experience.

“The implementation of AI-powered chatbots has drastically reduced agent workload by 70% to 80%, allowing them to focus on more value-adding tasks,” the Good Glamm Group’s chief product and technology officer Deep Ganatra told India Retailing in an interview. “Similarly, our creative teams now spend less time on repetitive work and more on high-value creative tasks, thanks to AI tools that streamline content generation. Even our technology teams benefit- AI has improved code quality and efficiency. Across departments, AI has delivered significant improvements in productivity and outcomes, and this is just the beginning.”
 
The Good Glamm Group is also using technology to customise its offering to each customer by tracking shoppers’ data across all of its retail touch points. The business can use its customer data to recommend specific beauty and personal care products and fuse the online and offline shopping experience.
 
“We’re focusing a lot on AI in the areas of video and image generation,” said Ganatra. “You’ll see us leveraging AI more in these areas. We’ve already done work with virtual influencers but currently, our primary focus is on using AI to enhance the customer shopping experience.”
 
The Good Glamm Group is working towards launching an initial public offering by as soon as 2025. To ready itself for the IPO, the business is focusing on strengthening its position in the market and recently purchased Sirona Hygiene and acquired a 100% stake in The Moms Co.