Case Study: Purchasing Power achieves 17% NPS improvement with SmartAction AI-Powered Virtual Agent

Purchasing Power Achieves 17% Improvement in NPS with AI-Powered Virtual Agent

Purchasing Power, a fast-growing retail eCommerce and voluntary benefits company, needed to handle a wide range of customer care requests more efficiently as its contact center scaled. To reduce pressure on agents and automate complex tasks like order management and password resets without hurting the customer experience, the company partnered with SmartAction and its Conversational AI platform.

SmartAction implemented an AI-powered Virtual Agent that authenticates callers, captures intent in natural language, and either resolves requests or routes them to live agents. In just 3 months, Purchasing Power achieved ROI, reduced live agent call volume by 25%, and improved Net Promoter Score by 17%, delivering significant cost savings and a better customer experience.

Purchasing Power

Tiffany Anderson

Director, CX Process/Initiatives