Case Study: IPSY achieves 943% ROI and faster resolutions with Ada

Photobox uses Ada to scale up support for the holiday season and beyond

IPSY, a beauty subscription service, faced rising customer expectations and a need for greater support efficiency with its existing scripted chatbot, Glam Bot. To modernize its customer experience, the company partnered with vendor Ada to implement an AI-powered agent using its ACX platform.

By deploying Ada's AI agent, IPSY automated resolutions for common issues like missing items and created dynamic playbooks for complex account troubleshooting. The solution yielded a 943% return on investment, a 41% increase in CSAT, and a 64% increase in automated resolution within four months. The success with Ada transformed the customer care team into a strategic growth driver for the entire business.

Photobox

Wayne Grimshawe

Group Director of Customer Care