Goals
- Handle a high daily volume of inbound DMs without expanding the support team
- Give every customer an instant, expert reply on skin, hair and product fit — not generic FAQs
- Move from manual, reactive replies to fully autonomous end-to-end conversations that actually convert
Solutions
- Unified WhatsApp, Instagram, Facebook Messenger and the riocaviar.com chat widget into one inbox
- Deployed a Unifunl AI digital employee trained as a cosmetic expert on the full Rio Caviar catalogue (ingredients, shades and routines) for RioCaviar
- Fully automated product recommendations, shade matching, objection handling and order capture inside the chat
- Routed only true edge cases to a human — the AI now owns the entire front line and converts at 40%
Rio Caviar is a fast-growing cosmetics brand selling across WhatsApp, Instagram, Facebook Messenger and riocaviar.com. With a constant flood of inbound conversations every single day (product questions, shade matching, skin and hair concerns, shipping, order follow-ups), the team simply could not keep up manually. Instead of stacking more agents onto an unscalable inbox, Rio Caviar deployed Unifunl as a fully autonomous AI digital employee trained as a cosmetic expert that now handles 100% of inbound conversations end-to-end across every channel, reaching a 40% conversion rate on inbound chat.
The problem: a daily flood of DMs the team could not keep up with
Rio Caviar’s acquisition was working. Meta ads, organic content and word of mouth were pushing a constant stream of buyers into Instagram, WhatsApp, Messenger and onto riocaviar.com. The bottleneck wasn’t demand. It was conversation volume.
Every day brought a flood of repeat questions (product details, shade matching, “is this in stock?”, shipping ETAs and order follow-ups) across four different inboxes. The team was constantly behind, copy-pasting the same answers, losing context between channels and leaving high-intent buyers waiting hours for a reply.
Hiring more agents wasn’t the answer. The volume kept climbing, the questions stayed repetitive, and human coverage was impossible at night and on weekends — exactly when most beauty shoppers were browsing and ready to buy.
The Unifunl solution
Rio Caviar consolidated WhatsApp, Instagram, Facebook Messenger and the riocaviar.com website chat widget into a single Unifunl inbox, then handed the entire front line to an AI digital employee trained as a cosmetic expert. It’s not a generic chatbot. The agent knows the full Rio Caviar catalogue: ingredients, shades, skin and hair concerns, routines and brand voice.
The goal wasn’t a bot that helps the team. It was full automation by an expert. An autonomous agent that owns the conversation from first message to confirmed order, on every channel, the way a great in-store beauty advisor would.
A cosmetic expert AI on every channel
The Unifunl AI agent now handles 100% of inbound conversations across WhatsApp, Instagram, Messenger and the website widget — as a real cosmetic expert. It asks the right questions about skin type, hair type, concerns and goals, recommends the exact product, shade or routine that fits, and explains the why with on-brand, expert reasoning.
Average first response time dropped to under 2 minutes, day or night. Customers who used to wait hours for a generic reply now get expert advice immediately. Rio Caviar finally has 24/7 expert coverage without a 24/7 team.
Recommend, handle objections and close the order — at 40% conversion
For every shopper, the AI cosmetic expert interprets intent, matches the right SKU, shade or routine, addresses common objections (price, suitability, delivery time) and confirms the order directly inside the conversation. No handoff and no “let me check and get back to you”.
Because the AI sells like an expert instead of replying like an FAQ bot, inbound conversations now convert at 40%. The same flood of DMs that used to overwhelm the team is now Rio Caviar’s most reliable sales channel: fully automated, on-brand and always on.
“It’s like having a real cosmetic expert answering every customer on every channel, 24/7. The AI runs our entire front line — and it converts at 40%.”
The results
Rio Caviar now runs a fully automated, expert-led front line across WhatsApp, Instagram, Messenger and riocaviar.com. 100% of inbound conversations are handled end-to-end by the Unifunl AI digital employee, acting as a real cosmetic expert on shade matching, skin and hair concerns, routines, shipping and order capture. Humans only step in for genuine edge cases.
Inbound conversations now convert at 40%, with average first response time under 2 minutes, 24/7. Customers get instant, expert answers at every hour of the day, and the team no longer has to choose between answering DMs and actually running the business.
Most importantly, Rio Caviar scaled its conversations without scaling its team. The same lean operation now serves a much larger volume of buyers, with consistent expert voice and zero dropped messages — turning what used to be the brand’s biggest bottleneck into its highest-converting sales channel.
