Case Study: IPSY achieves 943% ROI and better customer support with Ada

IPSY uses Ada to unify CX across their beauty subscription brand

IPSY, the beauty membership brand, was looking to move beyond its scripted chatbot and deliver faster, more personalized customer support as expectations rose. Working with Ada, IPSY upgraded Glam Bot to an AI agent powered by Ada’s ACX platform to improve automation, customer experience, and support efficiency.

With Ada’s AI agent and Playbooks, IPSY automated high-volume requests like missing and damaged items, billing, retention, and account troubleshooting. In just four months, IPSY reported a 41% increase in CSAT, a 63% increase in Automated Resolution rate, and a 943% return on generative AI investment by containing about 160K conversations, while freeing agents for more complex work.

Ipsy

Anna Skidmore

Vice President of Customer Care