Live Chat Training Assistant

Problem

Minerva Beauty’s customer-facing employees need to know the whole product catalog and the brand’s tone of voice to talk to customers well. But getting a new hire up to speed was slow and uneven. They were either constantly bugging senior staff with questions, or guessing and sending replies that didn’t sound right.

Approach

I built a custom GPT loaded with the full product catalog, the brand’s tone-of-voice guidelines, and a bunch of example customer chats. New hires use it like a study buddy: ask it any product question, see how a senior rep would word a reply, and get a quick check on a draft response before sending it to a real customer.

Result

• New hires get up to speed faster
• Customer replies sound consistent across the team
• Senior staff don’t get interrupted with the same questions over and over