AI in the Chair: How Artificial Intelligence is transforming the client experience in salons

Sam Kendall, CEO at SalonIQ

It’s expected that the UK Artificial Intelligence [AI] market will grow to £1 trillion by 2035, according to the US International Trade Administration. It’s no surprise then, that government research has found that around one in six UK organisations have embraced at least one AI technology.

The beauty industry is no different, and we’re already seeing AI transform operations and the in-salon experience for both clients and teams. Research by the National Hair & Beauty Federation (NHBF) last year found that 36 per cent of industry pros believe AI can significantly enhance salon efficiency by streamlining processes and taking control of admin tasks.

The research also emphasised that, despite the rise of AI, the human touch is still at the heart of the salon experience, with 100 per cent of respondents stating human interaction is important.

AI has the potential to completely transform the client experience and, when coupled with the quality service salon teams are so good at delivering, can boost retention rates and revenue in the process. Here’s how.

Personalisation

AI can collect and analyse vast amounts of data, helping salon owners better understand each client’s behaviours and needs so they can tailor their experiences.

Collecting data on the treatments clients book most often, or how frequently they visit the salon, means AI-powered systems can identify patterns, which can be highly valuable for salon owners and clients alike.

These patterns can help create personalised treatment plans for clients, taking into account their personal history in order to recommend treatments or products that will best compliment them. This would take a long time if done manually by salon teams, so implementing AI into the process acts as a time-saving tool.

Personalisation and AI-driven data analysis can also help ensure clients feel valued and seen, enhancing their overall salon experience and making them more likely to return.

Automation

One of the most popular uses of AI is automating tasks to optimise business processes. There are huge opportunities for salons to take advantage of automation, and the benefits for clients are endless.

For instance, AI-assisted appointment scheduling systems can simplify the booking process, considering factors like team availability and expertise, as well as appointment duration to effectively manage bookings throughout the day. These systems can also be used to manage waitlists and cancellations, helping reduce waiting times and improving the client experience.

Automating certain repetitive admin tasks means salons can free up the time of their teams, allowing them to focus on what they do best – delivering a high-quality service and using their hard-earned professional skills.

Analysing customer feedback is another task AI can effectively be applied to. When done manually this can be time-consuming, but using an AI tool to capture the key elements and overall sentiment of client feedback can speed up the process, meaning any required adjustments can be implemented more quickly.

Managing stock and equipment

Inventory management is crucial when it comes to the smooth running of a salon, but it’s not always easy to stay on top of product stock levels, especially during busy periods.

If not managed effectively, clients can be left disappointed and without the correct products and tools to carry out their preferred treatment.

AI technology can help streamline this process by using data to predict patterns in demand or alert when products are likely to be running low. When stock levels hit a certain level, products can be automatically reordered, saving salon teams the task of manually carrying out this process and reducing the risk of running out completely.

Equally, AI can be used to monitor equipment performance, with the data gathered then able to predict when it may need maintenance or repairs. Analysing patterns in how often certain equipment is used, or if there are any faults, means salon owners can proactively schedule in maintenance and reduce the likelihood of disruption to services.

24/7 assistance

Salons typically have set opening hours, which limit when clients can receive support or book appointments, but AI is changing this by giving clients 24/7 access to tailored help and recommendations.

For instance, virtual assistants can answer frequently asked questions on a range of topics, providing guidance that can then be built upon when a client visits the salon in-person.

AI can also be used to assist clients with booking appointments, so there’s no need to wait for the salon to be open to schedule their next treatment.

Those looking for guidance on which hair cut or colour to opt for can make use of ‘virtual mirrors’, too. These allow users to try out different options virtually before committing in real life and can reduce the number of hours spent in the salon chair – convenient for time-poor clients wanting to ‘try before they buy’.

Final thoughts

AI is shaping the future of the beauty industry, and salon owners should be taking notice. From automating tasks to free up staff’s time, to creating personalised recommendations, the uses of AI are wide-ranging and have big benefits for salons.

The client experience is fundamental to increasing revenue and underpins the success or failure of a salon, so it’s a no-brainer to streamline processes and implement AI-driven practices into day-to-day operations.

The power of human touch can never be replaced, but by using AI to reduce the repetitive, manual tasks that often take up so much of their time, salon teams can improve both their success and the client experience.