Case 04 / 06
House of Rituals
InnerGlow is a chatbot for House of Rituals, built in Voiceflow. It answers the questions customers ask again and again, in the calm Rituals tone, and helps people find their way to a treatment.
- Client
- Rituals / House of Rituals
- Role
- Conversation design, AI & chatbot build
- Tools
- Voiceflow, Conversational AI, LLMs, Integrations
- Focus
- AI · Conversational Design · Customer Service Automation · Integrations
[ A ]Challenge
Customers had questions about House of Rituals and its services, many of them recurring. The challenge: answer them instantly and in the brand's calm, premium tone, without losing the feeling of personal attention.
[ B ]Process
- 01
Listen
Mapping the questions customers ask: products and collections, treatments and bookings, gift cards and the Rituals Members programme.
- 02
Design the conversation
An intent router sends every question to the right flow (product info, treatment advice, gift cards, Members or booking) in a calm, warm Rituals tone of voice.
- 03
Guard the edges
Dedicated flows for questions outside the Rituals scope, for hateful behaviour, and an empathetic close when there are signs of self-harm.
- 04
Connect
Integrations let the conversation surface relevant information and guide people towards booking a treatment.
[ C ]Technology
VoiceflowConversational AILLMsIntegrations
[ D ]Solution
InnerGlow: a Voiceflow chatbot that takes over recurring customer-service questions and guides people through House of Rituals, from exploring treatments to booking an experience.
