Papillon Perfumery
Papillon engaged dadoAI to implement AI-powered customer support and personalised product recommendations, transforming their customer experience whilst reducing support costs and increasing conversion rates through intelligent automation that maintained their luxury brand positioning.
Elizabeth's team spent most days answering the same questions repeatedly. During product launches and holiday periods, they couldn't keep up with volume. Response times hit 24 hours, damaging the brand's premium positioning and customer satisfaction. The problem wasn't lack of product knowledge but lack of scalable support infrastructure. Peak times meant some customers waited days for responses. Product recommendations were inconsistent across different staff members. After-hours customers in US and Asian markets received no response until UK morning. Staff burnt out on repetitive queries instead of building meaningful customer relationships and handling complex consultations.
The solution focused on three simple but impactful automations: a live status panel directly inside the helpdesk, proactive notifications when carrier delays occurred, and automated Monday reports delivered to operations. These small, reliable changes made information visible at the right moment, eliminated copy-paste work, and gave managers data they could act on immediately. Why this worked: - Behavior-first design: Helpful actions became the default, not an extra effort. - Small wins that compound: Seconds saved per ticket scaled across volume. - Human-in-the-loop: Agents stayed in control, which built trust and adoption.
