L'Oréal is rolling out an AI agent to answer order status questions
In plain words
L'Oréal uses Agentforce to answer "where's my order" around the clock.
Still a trial: The first goal is to answer 60% of order questions without a person.
Source: salesforce.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Pull last month's order-status tickets and count them.
- 2
Pick 1-2 actions it may take on its own (e.g. order lookup, address change) and set the limits.
- 3
Connect Salesforce Agentforce to your store or back office and paste the prompt below.
- 4
Test each action on 30 real cases with a human checking.
- 5
Turn it on, track automation rate and CSAT weekly, add the next action.
The instructions to give the AI
Paste this into Salesforce Agentforce (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
A customer asks about an order. Ask for the order number and email, look it up, and give the status and tracking link in one short message. If it's late by more than [x] days, apologise and offer [remedy] or a human.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Order #8810 is in transit — arrives Thursday. Tracking: [link]."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Salesforce Agentforce
You could use: Salesforce Agentforce
- Salesforce Agentforce
AI agents that work inside Salesforce CRM for sales and service.
See pricing · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐An enterprise AI platform licence
- ☐Integration with your core systems (CRM, billing, identity)
- ☐Security, privacy and compliance review
- ☐A curated knowledge base
- ☐A testing and evaluation programme
- ☐Human escalation and monitoring
Can I do this myself?
Not on your own. These are enterprise platforms sold with implementation help. A small business can get part of the way with Intercom Fin or Tidio Lyro (3-7 days, no-code), but matching this result means hiring a builder.
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