Russia Launches Zoya, an AI Assistant That Helps Shoppers Choose Cosmetics and Chat One-on-One
The AI assistant inside a beauty retailer’s app answers customer questions, helps with orders, and recommends products.
An AI assistant named Zoya has been introduced in the mobile app of beauty retailer Golden Apple. The bot operates in an in-app chat, where users can send a message and quickly get answers to questions such as where an order is, when a delivery will arrive, how to apply a promo code, or which products to choose from the catalog.
Zoya can handle more than just orders and loyalty points. She also helps with product selection, recommending cosmetics based on a specific need, skin type, or budget. If a question turns out to be complex or unusual, the assistant does not stall the conversation and instead immediately hands it off to a human support agent—without requiring the customer to retype the conversation from scratch.
Speed Without Limits
What sets Zoya apart from other bots is speed. Responses typically arrive within seconds, which is especially useful during sales periods when customer support teams are often overloaded and waiting times grow. Many standard requests are now resolved automatically.
The chat with Zoya is built directly into the app, inside the user’s account under the “Contact Support” section. Authorization is required so conversation history can be saved and revisited later. Each request is handled as a separate dialogue, and after the interaction users can rate whether the response was helpful.
The idea behind Zoya is deliberately simple: less waiting, fewer formalities, and a stronger sense that real help is available in the moment. Zoya does not replace human consultants but takes care of everything that can be resolved quickly—aiming to keep shopping enjoyable rather than turning it into a chore.
