Case Study: TechStyle Fashion Group saves $1.1M with SmartAction AI-powered virtual agents

TechStyle Fashion Group Handles Volume Spikes With AI-Powered Virtual Agents

TechStyle Fashion Group, a retail subscription company behind brands like JustFab, Fabletics, Fabkids, and ShoeDazzle, faced major contact center volume spikes tied to its monthly billing cycle. With 5.5 million calls and 1.5 million chats a year, the company needed a better way to manage predictable surges, especially as chat continued to grow, and turned to SmartAction for AI-powered customer service automation.

SmartAction implemented a cloud-based conversational AI front door with natural language understanding, routing customers to self-service or live agents as needed, plus up-front data collection for authentication and agent handoff. The solution automated common calls and chats like order status, account management, and billing, helping TechStyle save $1.1 million in one year, reduce live-agent calls by 18.5%, and cut average handle time by 45 seconds while keeping satisfaction scores in line with historical levels.

TechStyle Fashion Group

Mike Gamez

GMS Member Solutions Manager