Elevating Beauty Retail with Conversational AI
Revolutionizing Retail: How Gratis Transformed Customer Service with Jetlink's Cutting-Edge AI Chatbot, Lila
In late 2022, Gratis, one of Turkey's leading retail brands in personal care and beauty products, embarked on a strategic partnership with Jetlink to enhance its customer service capabilities. This collaboration marked a significant turning point in Gratis's customer engagement strategy, leading to the integration of Jetlink's advanced chatbot technology, resulting in the creation of Lila. This chatbot was designed to manage customer inquiries across multiple channels and provide detailed product information, significantly transforming the customer experience.
.jpg)
99%
Accurate intent match rate with LLM technologoies
12k
hours saved with automation / monthly
150K
conversations / monthly
About Gratis
​
Gratis is a well-established retail brand in Turkey, renowned for its extensive range of personal care and beauty products, and its vast network of stores. On the technology front, Jetlink specializes in artificial intelligence and chatbot development, providing innovative solutions that help businesses improve customer service operations and engagement.
​
Industry: Personal Care & Beauty
Company size: Enterprise
HQ location: Istanbul, Türkiye
Products & Services used
​
Conversational AI Engine
​
Web Messenger
​
In-App Messaging
​
WhatsApp Business API
​
Jetlink Genius (LLM Powered)
​
​
Technologies Used
The project leveraged several advanced technologies developed by Jetlink, including LLM RAG (Retrieval-Augmented Generation) technology and the GPT 4o-mini model. These technologies allowed Lila to engage with customers in a more conversational and human-like manner, significantly enhancing the customer experience.
Lila was integrated across various platforms, including the Gratis website, WhatsApp, and mobile applications, making it accessible to a broader audience. Additionally, in 2024, Jetlink developed a product intent feature for Lila, enabling customers to ask detailed questions about Gratis's products directly through the chatbot.
Challenges Addressed
Gratis faced the challenge of managing a high volume of customer inquiries, particularly through its website and customer service hotline. The primary goals were to reduce the workload on the customer service team, efficiently handle multiple inquiries simultaneously, and ensure a high level of accuracy in understanding customer needs. Furthermore, there was a growing demand for a solution that would allow customers to easily obtain detailed information about products, directly through a chatbot.
.jpeg)
Solution Details
Jetlink developed Lila, a sophisticated chatbot powered by LLM RAG and GPT 4o-mini technology. Lila was initially launched on Gratis’s website, where it quickly proved its effectiveness in managing customer inquiries. In early 2023, Lila was integrated into Gratis’s WhatsApp channel, and by March 2024, it became available on the mobile app. One of the key enhancements introduced in 2024 was the product intent feature, allowing users to ask Lila detailed questions about any product offered by Gratis. This feature empowered customers to make more informed purchasing decisions by providing them with comprehensive product information directly through the chatbot.
Benefits Achieved
The implementation of Lila brought significant benefits to Gratis’s customer service operations:
Increased Interaction Volume: By 2023, Lila was handling an average of 50,000 successful conversations per month on the website, with a comprehension accuracy rate exceeding 96%. With the expansion to mobile applications in 2024, the average monthly conversation volume increased to 150,000.
Enhanced Accuracy: The integration of LLM technology boosted Lila’s accuracy in understanding customer inquiries to over 99%, leading to higher customer satisfaction. Improved Product Information Accessibility: With the introduction of the product intent feature in 2024, customers could now easily access detailed information about any product offered by Gratis, directly through the chatbot, improving their overall shopping experience.
Reduced Customer Service Load: By automating responses to frequently asked questions and providing detailed product information, Lila significantly reduced the need for customers to contact the service hotline, thus easing the workload on the customer service team.
Metrics
50,000 average monthly conversations in 2023. 150,000 average monthly conversations in 2024 after mobile channel integration. Over 96% accuracy in understanding customer inquiries, reaching 99% with LLM technology. Seamless access to detailed product information through the chatbot, enhancing customer satisfaction. Reduced reliance on the customer service hotline, leading to more efficient operations.
Conclusion and Future Vision:
Gratis’s partnership with Jetlink has led to a transformative change in customer service and engagement. The integration of advanced AI technologies, including LLM RAG and GPT 4o-mini, has made customer service more efficient and significantly improved customer satisfaction. The development of the product intent feature further enhanced the customer experience by providing easy access to detailed product information.
As Lila continues to evolve, Gratis aims to maintain its leadership in the retail sector by continually enhancing the customer experience with innovative solutions. This strategic partnership with Jetlink is setting new standards for customer interaction and service excellence in Turkey's retail industry.
Customer service solutions tailor-made for enterprise needs
You are protected from any risk
​
We own ISO 27001, ISO 9000 certifications, Encrypted database, and disaster recovery plan
We take good care of your data and your customers’ data
​
We are GDPR and LGPD compliant. We always provide the possibility for clients and users to know and decide on the handling of their data.
