Madison Reed announced a suite of artificial intelligence (AI) tools to further drive automation and efficiencies while improving the experience for guests and employees. 

Since launching in 2013, Madison Reed has been a steward in leveraging technology, now, the company is taking it a step further by rolling out agentic AI tools to elevate customers’ end-to-end journey with the brand and streamline its brick-and-mortar operations.

Amy Errett, CEO and Founder of Madison Reed, said,

“Since our inception, Madison Reed has been harnessing the transformative power of technology and AI to elevate one of the most personal and empowering rituals in a woman’s life—coloring her hair… This advancement not only boosts operational efficiency and productivity, it also enriches the guest journey while freeing up our expert colorists to focus on what they do best: helping women look and feel their most confident.”

Madison Reed first launched AI by offering guests an instantaneous, personalized, and fully digital color match quiz in 2016, followed by a virtual reality hair color try-on experience – technologies that were pivotal to disrupting the industry by launching hair color as a direct-to-consumer business. 

Recognizing the opportunity to build on these capabilities, Madison Reed has partnered with Sierra to build an AI agent that delivers three distinct capabilities through its chat function affectionately named Madi.

Madi offers product discovery, customer support, and facilitates subscription management, as well as online scheduling and cancellations across the company’s 97 Hair Color Bars. 

Following successful product and experience testing, Madi is now handling up to 100% of the brand’s web traffic, improving Madison Reed’s lifetime customer support value while increasing efficiency. 

With 24/7 chat availability, the brand is seeing an increase in chat interaction with an increase in guests’ likelihood to book an appointment, while subscription cancellations are cut in half for customers working with Madi.

Clay Bavor, co-founder of Sierra, said, 

“Madison Reed was founded in the belief that great technology and a great customer experience go hand-in-hand. Over a decade later, they’ve become a leader in AI, with an agent—Madi—that can handle everything from product recommendations, to customer support and appointments.”

Madison Reed has also deployed AI tools to transform operations across its nationwide Hair Color Bars. These upgrades have enabled increased productivity and improved performance while maintaining the essential human connection the brand is known for.

This streamlines operations across Hair Color Bars through personalized customer profiles and improved booking functionality, supporting the company’s ability to offer women consistent results, regardless of whether they color at home or visit any of Madison Reed’s Hair Color Bar locations.

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