Case Study: How SILK THE RICH Enhanced Customer Experience Using Voice AI

Client Background

SILK THE RICH is a premium fragrance haircare brand inspired by the power of natural silk.

Rooted in Japan’s silk capital, SILK THE RICH combines science and nature to deliver salon-quality haircare at home. Their Silk Hair Capsule Formula with silk proteins deeply hydrates and restores hair, while over 80% beauty ingredients—like ceramides, collagen, and botanical oils—nourish and protect. Signature fragrances like Golden Pear & Freesia elevate every wash into a luxurious ritual.

Challenge

As a recent entrant to the U.S. market with limited resources, SILK THE RICH faced growing interest from curious customers but struggled to keep up with inquiries. Without a dedicated support team, responding to high volumes of questions became difficult.

They also lacked real-time customer data to better understand the U.S. market—and aimed to increase customer subscriptions but needed more effective ways to engage and convert site visitors.

Solution

With Omakase.ai Voice, SILK THE RICH’s website can now speak directly with customers—answering questions in real time and reducing the need for manual support. This allows the team to focus on strategic priorities like market expansion.

Additionally, with built-in analytics and conversation history, they now gain valuable insights into customer interests and behavior—letting the AI handle engagement while they grow.

Results

Within just two weeks of launching Omakase.ai Voice, SILK THE RICH saw a noticeable boost in product engagement. The AI agent “Silka” successfully guided 25% of users to the right products—helping customers discover more of the lineup and improving the overall shopping experience.

Key Achievements

• 25% increase in product discovery through AI-guided recommendations
• Reduced customer support workload while maintaining high-quality customer service
• Valuable market insights collected through conversation analytics
• Improved customer experience with instant, 24/7 personalized support

Takeaways

In just two weeks, SILK THE RICH’s AI agent “Silka” has been actively guiding customers to the right products, creating a seamless and engaging shopping experience. Omakase.ai Voice made it easy to implement personalized, on-brand conversations without extra staffing—while unlocking real-time insights into what U.S. customers care about.

For SILK THE RICH, this successful launch proved that voice-driven AI can not only elevate customer support but also drive conversions and build deeper customer understanding in a new market.

“Omakase.ai Voice has been transformative for our U.S. market entry. With ‘Silka,’ we can maintain our high standards of customer care while gaining valuable insights into what American consumers want from premium Japanese haircare.”

— Yuki Tanaka, CMO at SILK THE RICH

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