How Fynd helped Paris Gallery achieve 98% favorable customer sentiment online

Paris Gallery is one of Qatar's leading luxury beauty and lifestyle destinations. They offer a carefully curated portfolio of premium skincare, fragrance and cosmetic brands from around the world.

Their reputation was built on something specific: the in-store experience. Expert beauty advisors, personalised consultations, and guidance tailored to each customer's skin type, concerns, and routine. As Paris Gallery grew its digital presence, the goal was clear that the same experience had to exist online, without compromise.

The challenge: Luxury consultation doesn't happen on its own

Premium beauty is not an impulse category. Customers don't add a £90 serum to their cart the way they'd grab a snack. They have questions, real ones and the answers matter to them.

Here is what the Paris Gallery faced:

Customers needed guidance that the website couldn't provide 

In-store, beauty advisors walk customers through ingredients, formulations, and what works for their specific skin concerns. Online, shoppers had no equivalent. They were left to browse product grids alone, with no one to ask whether a particular moisturiser suited their skin type or how one cleanser differed from another.

Product discovery was happening without context 

Without structured guidance, customers couldn't confidently evaluate products. Many would research, hesitate and leave, not because the products weren't right for them, but because they had no way to know that.

Support queries were mixing with discovery conversations 

Questions about returns, delivery and billing were landing in the same channels as pre-purchase consultations, making it harder to serve either well. There was no system built to handle the full range of customer needs in one place.

The solution: A guided shopping assistant built for premium beauty

Paris Gallery partnered with Fynd AI Agent Automation to deploy an AI-powered shopping assistant on their website, one designed to behave like a knowledgeable beauty advisor, not a generic support bot.

The assistant was built to meet customers where they were in their decision-making process: uncertain, curious and looking for a recommendation they could trust.

Here is how Fynd’s AI Agent Automation tool addressed each challenge:

Personalised product discovery through natural conversation 

Solving for → Customers needed guidance the website could not provide. 

Instead of browsing product grids, customers could describe what they were looking for in their own words; a routine for sensitive skin, a fragrance for a gift, a solution for hyperpigmentation. The assistant asked the right follow-up questions and surfaced relevant products with enough context to make the decision feel confident, not guesswork.

Structured guidance across ingredients, formulations, and alternatives 

Solving for → Product discovery was happening without context. 

The assistant explained ingredient benefits in plain language, helped customers understand the difference between similar formulations and suggested alternatives when a product wasn't the right fit. It brought the expertise of a beauty advisor into every conversation.

A single thread for discovery, support, and everything in between 

Solving for → Support queries mixing with discovery conversations 

Fynd’s AI Agent Automation tool handled the full range of customer needs within one continuous conversation; product questions, brand information, warranty queries, delivery policies and billing inquiries without the customer ever needing to switch channels or start over.

The impact: What happens when guidance meets scale

98% positive customer sentiment 

Across all AI-handled conversations, customers rated their experience favourably - a result that reflects not just accuracy but genuine helpfulness in a category where trust is everything.

5.1 average messages per thread 

Customers weren't asking one question and leaving. They were engaging, exploring recommendations, asking follow-ups, going deeper. That's the behaviour of someone being helped, not someone being processed.

79% of conversations centred on product discovery 

The data confirmed what Paris Gallery already knew: customers come online wanting guidance above everything else. The assistant was built for exactly that, and the usage patterns proved it.

Upselling happened naturally, not forcibly 

Once customers found the right product through guided discovery, the assistant continued the conversation surfacing complementary products at the right moment. Engagement translated into higher order values, not just resolved queries.

With 3M+ actions executed and the assistants live across their Shopify storefront, Paris Gallery now has the infrastructure to serve every online customer with the same quality of experience their in-store advisors deliver at any volume, at any hour.

"Beauty and premium personal care is a space that relies heavily on shopping experiences. Fynd’s AI Agent Automation makes customers feel cared for, which is very important for driving loyalty and higher order values."

Shahid Raufi, Director of Ecommerce

Abu Issa

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Want to bring your in-store expertise online? See what Fynd’s AI Agent Automation tool can do for your brand.