Success story · Caravan Fragancias · Grupo Saphir

Fabiola · Caravan Fragancias

+13.500

Real sessions in the pilot

Case summary

An AI avatar that acts as Caravan Fragancias' representative, offering personalised service and recommendations across more than 125 references.

Caravan Fragancias, a Grupo Saphir Parfums brand and a benchmark in accessible perfumery in Spain, has developed Fabiola: an Artificial Intelligence avatar that acts as a personal shopper in the aisle and as the brand's digital representative at every point of sale. Simply integrated through QR codes on shelf stoppers, Fabiola accompanies customers from their own phone, listens to their preferences, recommends personalised fragrances in real time and invites them to explore beyond their usual choices. A new form of measurable customer experience in the retail sector.

Client

Caravan Fragancias · Grupo Saphir

Sector

Retail & Leisure

13.587

Sessions in the six-month pilot

11.398

Questions asked about the perfumes

125

References available

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01 The challenge

Turning the aisle into a personalised, measurable conversation

Caravan Fragancias, a Grupo Saphir Parfums brand, wanted to take its retail innovation strategy a step further: to be actively present at every point of sale, reposition catalogue products and invite customers to discover new fragrances beyond their usual choices. The challenge was twofold. On one hand, to design an accessible tool that would add value from the customer's own phone, with no additional in-store infrastructure. On the other, to do it in a way that made the interaction measurable, generating real data on consumer tastes, in-aisle behaviour and the effectiveness of AI recommendations.

02 The solution

An AI avatar accessible from the QR on the shelf

The solution is Fabiola, an Artificial Intelligence avatar that acts as a personal shopper, offering personalised recommendations across the catalogue's 125+ fragrance references. Integrated at the physical point of sale via QR codes on shelf stoppers, and also available on the online channel, Fabiola becomes Caravan Fragancias' digital representative in every retail space. Customers access it from their own phone, have a natural conversation about their tastes and receive one main recommendation and three complementary options, generated by a recommendation system designed jointly with Grupo Saphir.

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Key learnings

What this case teaches the sector.

The aisle becomes an interactive channel

In FMCG retail, the physical point of sale has historically been a space of passive display. An AI avatar accessible via QR turns every aisle into an interactive channel where the brand talks with the customer, recommends and guides the purchase decision from their own phone.

One-to-one service no longer depends solely on store staff

Personalised recommendation in perfumery was reserved for brands with specialist staff at every point of sale. An AI assistant reproduces that expert conversation at zero cost per interaction and simultaneously in thousands of retail spaces, democratising an experience previously limited to high-end perfumery.

Customers get to know more references than they would try on their own

When a conversational assistant accompanies the decision, customers explore a far larger catalogue than they would choose from on their own. The conversation opens up the chance to discover new references, which repositions secondary catalogue products and reduces dependence on the brand's bestsellers.

The conversation with the customer is now measurable

When a conversational avatar at the point of sale captures every interaction, every question and every accepted recommendation, the brand gets direct data on consumer tastes. The conversation stops being ephemeral and becomes a continuous source of intelligence about the aisle.

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