Client Background

Melitta Skin is an independent skincare brand specialising in natural, high-performance formulas. Their personalised approach to skincare quickly built a loyal customer base, leading to increased demand and a growing number of inquiries about products, routines, and orders. However, as the brand scaled, the team struggled to keep up with customer engagement and backend operations.

Challenge

With an expanding customer base, Melitta Skin faced three major challenges:

• High volume of customer inquiries about product recommendations, skincare routines, and order tracking.

• Time-consuming backend tasks, including processing orders and managing inventory updates.

• Maintaining a personalised shopping experience, even as demand increased.

With skincare being a personal journey for customers, Melitta Skin needed a way to automate operations while still providing a high-touch, boutique experience.

Solution

Melitta Skin partnered with Catalyst AI to implement a custom AI assistant—an intelligent, brand-aligned digital concierge that enhanced both customer engagement and internal workflows. The following strategies were implemented:

1. AI-Powered Personal Shopping Assistant

• Developed a skincare advisor AI to provide instant, personalised product recommendations based on skin concerns, routines, and preferences.

• Integrated an interactive chat function that guided customers through choosing the right products, mimicking an in-store consultation experience.

2. Automated Customer Support & Order Management

• The AI assistant handled order tracking, returns, and FAQs, reducing the team’s workload.

• Automated proactive follow-ups for abandoned carts and post-purchase skincare tips to boost engagement and repeat purchases.

3. AI-Driven Workflow Optimisation

• Connected the AI assistant to inventory systems, ensuring real-time stock updates and preemptive alerts for low-stock items.

• Streamlined backend order processing, reducing manual admin work and minimising errors.

Results

• 60% reduction in customer support workload, freeing up the team to focus on product development and marketing.

• 30% increase in conversion rates, as customers received instant, personalised skincare advice.

• Faster order processing and improved inventory accuracy, preventing stockouts and fulfilment delays.

• More engaged customers, with AI-powered follow-ups and skincare recommendations driving higher retention.

Testimonial

"Catalyst AI’s custom assistant has been a total game-changer for Melitta Skin. Our customers get instant, personalised skincare advice, and our team isn’t drowning in inquiries anymore. The AI doesn’t just automate—it enhances the experience, making shopping with us feel just as personal as walking into a high-end skincare boutique. We’ve seen an increase in engagement, conversions, and overall efficiency!"
— Founder, Melitta Skin

Conclusion

By integrating a fully customised AI assistant, Melitta Skin maintained its boutique, high-touch experience while automating essential operations. With seamless customer support, personalised recommendations, and optimised backend processes, the brand successfully scaled without sacrificing the quality of its customer interactions.