Sacratu Automation Sara — an AI consultant for a brand that sells by talking
THE BRAND
Built on the idea that “the right perfume finds you”, SACRATU is a perfumery that manufactures its own products: it develops and produces its own fragrances as highly concentrated Eau de Parfum, with 12 hours or more of longevity, alongside lines for home and ambience — diffusers, home sprays, scented waters and personal care. Based in inland São Paulo, the brand sells through physical stores, e-commerce and WhatsApp, and has gathered more than 1,000 customer reviews from all over Brazil.
Testimonial
“It greatly reduced our customer service load.”
I am loving Sara's work! We planned her with Elleven, and she has been serving customers in a very assertive and friendly way, as she manages to handle practically all of our customers.
THE CHALLENGE
Perfume is not sold on a click. It is sold in the moment of doubt. Before buying, customers want to know whether it really lasts, what the fragrance is inspired by, which bottle suits the person receiving it and whether it will arrive before the date. Customer service is not after-sales support here: it is the sales counter itself.
And doubt keeps no business hours. It arrives at 10pm, on a Sunday, on a public holiday and at campaign peaks — exactly when the operation could not answer. In perfumery, that silence rarely turns into patience: it turns into a search at a competitor.
The two obvious answers did not work. Hiring 24/7 staff was unfeasible for an operation of this size. And a generic chatbot would solve the opening hours at the cost of the hardest thing Sacratu has to reproduce — its tone. A brand built on olfactory memory and warmth cannot serve customers like a form.
THE ELLEVEN SOLUTION
Elleven created Sara, Sacratu's virtual consultant: an AI agent treated as a brand project before becoming a technology project.
A character, not a plugin. Name, 3D avatar, expression library and speech register developed exclusively for Sacratu. Sara has a face, introduces herself and signs what she says — the automation feels like the brand serving you, not a robot installed in a hurry.
Written conversation, not improvised. Opening, flow, intent-based qualification and fallback answers were scripted and calibrated to the brand's sensory tone, ensuring consistency even when the customer goes off script.
Recommendation guided by olfactory family and occasion. Sara understands what the person is looking for — for themselves, as a gift or to scent the home — and shortens the path between doubt and the right bottle inside an extensive catalogue.
A direct entry point from the online store. Present in the e-commerce as a permanent conversion point, Sara takes the visitor to WhatsApp in one click, with no form and no waiting, turning browsing into conversation.
Continuous service without growing the team. The operation now answers 24 hours a day, seven days a week, sustaining real end-to-end conversations rather than just firing off automatic replies.
The same foundation reused as a campaign engine. For Valentine's Day, Sara took on the “Cupid” mechanic, with two entry modes: give a gift and I want to receive one. In gift mode, the agent itself reaches out to the person being gifted: the campaign starts generating its own reach, with no extra media spend.
