How Kaily built a luxury beauty concierge for Blue Salon

Qatar’s leading luxury store recreates personalized shopping experiences on its website with conversational AI

Introduction

Industry

Retail & Ecommerce

Soluções

Website Agent

Voice chat support

Chat handoff

Blue Salon is Qatar’s leading premium beauty and lifestyle retailer known for curated brands, expert in-store consultation, and high-touch customer service. Their stores offer a personalized, luxury shopping experience, which the brand looked to replicate online for their web shoppers.

94%

Favourable customer sentiment

6.1

Average messages per thread

The Opportunity

Blue Salon’s luxury in-store experience set a high bar. Customers expected guidance, reassurance, and expert recommendations before they buy. This was difficult to provide online at scale. As a result, the brand’s experience broke down online

Shoppers struggled to find the right products without expert help
Product discovery felt transactional, not consultative
Post-purchase support lacked real-time visibility
Manual support workflows made it difficult to scale service without losing quality

Blue Salon needed to replicate the feel of a dedicated store associate online while maintaining the same level of trust and attention.

Our customers expect guidance, not just answers. The AI concierge helps us deliver the same level of care online that we offer in our stores.

Shahid Raufi

Ecommerce manager, Blue Salon

Meet: Blue Salon’s Shopping Concierge

The Agent

Blue Salon launched it’s new AI Shopping Concierge with Kaily: an AI agent that could guide customers based on their personal needs and assist them throughout the shopping journey

Solution

Blue Salon deployed an AI-powered beauty concierge built to behave like a luxury store associate, not a support bot. The agent,

Guides shoppers through personalized product discovery
Answers detailed beauty and skincare questions in natural language
Maintains a premium tone aligned with the brand
Supports customers after purchase with order tracking and assistance
Routes complex queries to human teams without breaking the experience

The result is a single, continuous concierge experience across discovery, purchase, and post-purchase service.

Blue Salon now delivers luxury service at scale

Most conversations focus on product discovery and expert guidance
Support and order-related queries flow naturally within the same chats
Customers engage in longer, higher converting chats instead of one-off queries

The AI concierge allows Blue Salon to serve more customers without diluting its luxury promise

Blue Salon’s luxury shopping concierge shows how luxury brands can deliver a high-touch, concierge-led shopping experience at scale. AI agents like Kaily can help them craft custom luxury experiences that are consistent with well-established store shopping experiences.