Case study

How Moliv answers 65%
of skincare questions with no human

Moliv is a Polish skincare manufacturer founded in Kraków by three scientists — a microbiologist, a biotechnologist and a quality expert. It was the first Polish brand to put live probiotic cultures into a face cream, and it sells direct from its own storefront in Polish, English and German.

3 min read

MOLIV Assistant
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Languages

Polish · English · German

Integrations

WooCommerce

Before AskSpot

A patented formula, three scientists, and an office that closes at five

Moliv is not a brand anyone buys on a photograph. The creams carry live Lactobacillus plantarum cultures in a patented 3P formula — probiotics, prebiotics and postbiotics — worked out over two years in a laboratory by the three scientists who founded the company. That is the entire proposition, and it is also the entire problem: nobody buys it until somebody explains it.

The people who could explain it were the founders, and the desk in Kraków is open Monday to Friday, 09:00 to 17:00. The questions are not. They arrive at one in the morning and at eleven at night, in Polish, English and German, and they are rarely short — a shopper gives her age, her skin type and the retinal already in her evening routine before she asks anything at all. Answering each one properly was a consultation the team did not have the hours for.

Customer service desk

Mon–Fri, 09–17

Outside those hours

e-mail only

Expert advice came from

the founders

Questions that repeat most

ingredients & how to use

Rollout

How Moliv rolled out AI chat on WooCommerce

One module, one storefront, and three things to get right before an agent can answer a skincare question properly: the catalogue, the science behind it, and the three languages it is sold in.

AI Chat Agent

Step 01

WooCommerce Catalogue Sync

Every product, and who it is for

A short catalogue, and that is exactly what makes it hard: four face creams that look nearly identical on a shelf, a repair serum, the oil-gel cleanser in two sizes, the TRY ME BOX of 2 ml testers and a body peeling. The WooCommerce store already files them by skin type, so the agent files them the same way.

What shoppers ask

  • What is the difference between the nourishing and the regenerating cream?
  • How long does one of the creams in the box last?
  • Which cream is best for mature skin?

AI Chat Agent

Step 02

Formula Knowledge Base

The science, and where it stops

The 3P formula, the live Lactobacillus plantarum cultures and their GRAS status went into the knowledge base so the agent can explain them in plain language. So did the limits: it does not hold the full INCI list and says so rather than guessing, and a pregnancy question goes back to the shopper’s own doctor, because Moliv has run no studies there.

What shoppers ask

  • Can I combine this cream with a copper peptide serum?
  • Can I use the nourishing cream while pregnant?
  • Can I put it straight on top of retinal?

AI Chat Agent

Step 03

Three Languages on One Storefront

Polish, English and German at the same address

molivcosmetics.com sells in all three languages from a single domain, so there is no market to route anyone to — the agent answers in whichever language the question arrived in. Polish is the bulk of it. The English and German conversations are a small, real share that nobody was ever on shift for.

What shoppers ask

  • Kannst du mir ein Peeling empfehlen?
  • Do you ship abroad?
  • Which cream for combination skin that keeps breaking out?

Measured in AskSpot

What the agent does in every conversation

65%

of chats resolved

3

shopper languages handled in chat

64%

of chats come in after hours

8

messages per conversation

Around the clock

Your busiest hours aren't nine to five

Each bar is the share of chats by hour of day, in local time. The shaded window is when a typical team is at their desks. Everything outside it is the agent working a shift no one else is on.

Mon–Fri 9–17, team at their desks00:0003:0006:0009:0012:0015:0018:0021:00
Staffed hours (36%)After hours (64%)

From real conversations

What Moliv shoppers actually ask

Three quarters of everything asked is a consultation: what is in it, how do I use it alongside what I already use, and which one is right for my skin. Shoppers write briefs, not queries — age, condition and the actives already in the routine, unprompted. And one question in four is about stock, because the brand's hero cream spent much of this window waiting on a raw material.

Ingredients & how to use38.2%
Skin-type advice36.6%
Stock & restock dates26.0%
Shipping & delivery8.1%
Asking for a human4.9%
Discounts & promotions4.1%
Orders & returns3.3%

About 8 messages per conversation · 64% arriving outside business hours.

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Layer 01

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Layer 04

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