Assessing, improving and implementing the building process for a cosmetics chatbot

Isa is a hybrid virtual assistant for a leading Latin American cosmetics corporation that supports thousands of consultants and sales reps. While Isa was functional, the experience lacked a unified personality and was considered somewhat siloed. CDI was brought in to harmonize the brand’s voice and optimize the conversational logic. All to drive more meaningful value for both the consultants and the organization.

The primary challenge was the fragmentation of the user experience, partially caused by different teams working on Isa’s conversational experience(s). Isa’s personality was inconsistent, and many conversational flows led to "dead ends" that frustrated users. Furthermore, the product recommendation needed a more robust structure. The client desired a more user centric model and a strategy that could bridge the gap between (structured) fixed flows and the more (freeform) LLM responses.

CDI started with a deep dive into the client’s processes, kicking off with a discovery phase that included a light audit and a recommendation on KPIs. We worked closely with stakeholders across various divisions to ensure every recommendation was grounded in their operations.

In the design phase, we redefined Isa’s persona and established (and embedded) style guidelines and a new system prompt to ensure a consistent voice. The team redesigned 10 core flows and iterated over 50 additional messages, moving away from dead-end interactions toward an end-to-end UX approach. To support the technical transition, we developed 60 specific LLM prompts and an "agentic" proposal to prepare Isa for new flows and a more autonomous future like a personal shopper (client end to end). 

The collaboration resulted in a hybrid conversational experience where marketing journeys and core support flows were formed into one. By implementing CDI’s conversational fundamentals, the client now has a clear roadmap for continuous improvement, moving from static interactions to a dynamic "design-test-build" workflow cycle.

The project was concluded with a delivery of 20 proactive journey messages and A/B testing frameworks, giving the team the tools to validate prompt quality and consultant satisfaction independently. This partnership has strengthened Isa’s current capabilities and moreover laid the foundation for further improvement.