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L'occitane taps AI alerts for faster digital experience response

January 21, 2019

Cosmetics retailer L'occitane en Provence is using Contentsquare's AI Alerts for faster response to digital experience anomalies.

The technology, according to a press release, lets e-commerce businesses detect and react quicker to digital experience hiccups without any manual effort.

"When people walk into a L'OCCITANE store, we aim to provide an experience that connects the customer to our brand and promotes engagement. At our flagship stores in New York, London and Melbourne, for example, we offer hand massages, product customization, gift engraving and the chance to enjoy a special a Provençal treat," said Laura Sayag, e-commerce coordinator for the L'OCCITANE Group, in the release. "It's critical to provide the same high level of experience in our brick-and-mortar store as we do for our online customers. That's why we're using Contentsquare's AI Alerts. Whenever an anomaly on the website arises, if the alert has been created, our team can now spring into action more quickly.” 

The AI Alerts feature identifies, for example, technical and usability anomalies, including if there is unusually high visitor frustration on page controls, which may prevent customers from completing transactions.

"The machine learning model understands how behaviors and business metrics are trending and is able to detect anomalies and unusual deviations from the norms to trigger timely notifications," said Jonathan Cherki, CEO and rounder of Contentsquare, in the release. "Unlike manual alerts, users don't have to set up thresholds, avoiding the 'alerts-fatigue' that comes with being overloaded with meaningless notifications whenever a metric fluctuates normally e.g. during weekly campaign days or on weekends vs. weekdays."