In beauty, trust and knowledge are everything. For MISIMU, a global clean beauty and skincare company, customer service is not just about answering questions—it’s about building confidence in every purchase, from B2B wholesale orders to individual skincare consultations.
As the brand embarked on its 2024 “Global Ambition Odyssey” expansion, MISIMU needed a support system as modern and ethical as its skincare philosophy.
The Challenge: Entering Global Markets with Consistent Support
MISIMU’s expansion into new international markets created unique pressures on customer support:
Multilingual demand across Mandarin, English, Arabic, and beyond
24/7 availability to serve different time zones
Tailored responses for both B2B buyers and direct consumers
Maintaining brand voice in clean beauty—scientific, ethical, and trust-driven
Seamless escalation for complex issues such as logistics, regulations, or skin-type consultations
For a company balancing global operations with local authenticity, traditional support methods were too rigid and costly.
The Solution: A Generative AI Customer Support Agent with Human Handoff
Partnering with nCloud3, MISIMU deployed a Generative AI-powered support agent—one designed to scale globally, adapt to different customer profiles, and ensure regulatory compliance.
Key Architecture Highlights
Amazon Bedrock (Claude & Mistral) → Generates safe, nuanced, multilingual responses
Amazon Lex → Provides structured intent recognition for product and order inquiries
Amazon Connect → Routes escalations to human agents with full chat history
Amazon Translate → Enables seamless Mandarin ↔ English ↔ Arabic translation
Amazon DynamoDB → Stores knowledge base metadata and interaction history
AWS Lambda & API Gateway → Powers real-time workflows and B2B integrations
Amazon S3 + KMS → Securely stores regulatory documents and product certifications
Amazon CloudWatch → Tracks response performance, latency, and escalation rates
The AI agent was deployed across MISIMU’s global websites and partner portals, offering instant assistance for everything from ingredient safety certifications to sustainability practices and order tracking.
The Results: Fast, Compliant, Multilingual Support
The outcomes proved transformative:
Metric | Result |
|---|---|
Average resolution time | 8 min → 55 sec |
B2B user satisfaction | 92% positive feedback |
Automated resolution (no human) | 76% of inquiries |
Cost reduction in Tier-1 support | ~43% savings |
Languages supported | Mandarin, English, Arabic |
The Business Impact
MISIMU’s generative AI support agent now acts as a multilingual concierge, offering personalized, regulatory-compliant, and fast assistance across regions.
Customers get instant, localized support in their own language.
B2B buyers experience frictionless access to certifications, logistics, and product info.
The support team is free to focus on complex, high-value interactions.
For a brand built on ethics, sustainability, and modern beauty, this AI-powered solution ensures that its support experience is as clean, modern, and scalable as its skincare line.
Why It Matters
This project shows how Generative AI can bridge cultures, languages, and compliance standards—empowering global brands like MISIMU to expand confidently into new markets without compromising customer experience.
✨ At nCloud3, we help international brands like MISIMU harness AWS Generative AI to deliver secure, scalable, and culturally adaptive customer support.