Enabling Instant, Informed Client Support with a RAG Agent in the Aesthetics Industry

The Problem

A fast-growing aesthetics provider faced an increasing challenge as demand for treatments scaled across multiple locations. Support teams were struggling to respond quickly and consistently to detailed client queries—ranging from treatment suitability to aftercare advice. The information existed, but it was buried in PDFs, training manuals, product leaflets, and internal docs. The result? Inconsistent answers, long response times, and high pressure on senior practitioners to support non-clinical staff.

The Solution

One of our Digital Squads built and deployed a Retrieval-Augmented Generation (RAG) agent – a conversational AI tool powered by generative AI, with access to the business’s full treatment and operational knowledge base. Here's how it worked:

Indexed all treatment documentation including safety protocols, FAQs, pricing structures, and product literature.
Built a secure, in-house RAG pipeline that could fetch and summarise the most relevant information in real time when asked any treatment-related question.
Delivered through a chat interface used by both internal teams (reception, support staff) and external audiences (client support portal).
Integrated seamlessly with CRM records to provide personalised responses when relevant (e.g. “Based on your previous treatment…”).

The Impact

Instant access to accurate treatment knowledge – reducing dependency on senior practitioners for day-to-day questions.
Consistent, compliant messaging – minimising risk and enhancing client trust.
Faster response times – even complex queries could be handled instantly, improving overall client satisfaction.
Scalable support – as the business expanded into new locations, the AI agent ensured that every new team member had the same knowledge on day one.
Reduced training time – support staff could upskill themselves directly through interactions with the agent.