Customer support · Production

IPSY's AI agent delivers 943% ROI in four months with Ada's ACX platform

The problem

IPSY's scripted chatbot was insufficient as customer expectations rose and efficiency became a priority. Common issues like missing and damaged items required human intervention, and members who asked to cancel were simply allowed to leave with no retention effort.

Workflow diagram · grounded in source
1
Customer contacts Glam Bot
trigger
“In May 2024, IPSY made a bold move: promoting Glam Bot from a scripted chatbot to an AI agent powered by Ada's ACX platform”
2
Playbook-driven AI resolution
ai_action
“Today, 90% of IPSY's AI volume runs through Playbooks, covering topics like billing, retention, and account troubleshooting”
3
Eligibility check and fulfillment
validation
“Missing and damaged item requests were first on the list. These common issues used to require human intervention, but now, Glam Bot handles them end-to-end, verifying eligibility and issuing replacements on the spot.”
4
Retention playbook conversation
ai_action
“The new retention program gives Glam Bot the tools to have helpful conversations and present relevant solutions”
5
Escalation with context handoff
routing
“if she can't solve it, collects everything the agent needs”
6
AI coaching and improvement
feedback_loop
“With Ada's coaching and extensibility features, Glam Bot has become more than just a bot. She's a trainable teammate who can grow alongside her peers.”
Reported outcome

Within four months of deploying Ada's AI agent, IPSY achieved a 41% improvement in CSAT, a 63% improvement in Automated Resolution rate, and a 943% return on AI investment through containing ~160K conversations.

Reported metrics
return on generative AI investment943%
Automated Resolution rate increase (headline)64%
CSAT increase (headline)41%
CSAT improvement (body)41%
Show all 8 reported metrics
return on generative AI investment943%
Automated Resolution rate increase (headline)64%
CSAT increase (headline)41%
CSAT improvement (body)41%
Automated Resolution rate improvement (body)63%
Missing Item flow CSAT score4.3
AI volume handled through Playbooks90%
conversations contained~160K
Reported stack
AdaPlaybooksGlam Bot
Source
https://www.ada.cx/case-study/ipsy
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Within four months of deploying Ada's AI agent, IPSY achieved a 41% improvement in CSAT, a 63% improvement in Automated Resolution rate, and a 943% return on AI investment through containing ~160K conversations.

What tools did this team use?

Ada, Playbooks, Glam Bot.

What results were reported?

return on generative AI investment: 943%; Automated Resolution rate increase (headline): 64%; CSAT increase (headline): 41%; CSAT improvement (body): 41% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contacts Glam Bot → Playbook-driven AI resolution → Eligibility check and fulfillment → Retention playbook conversation → Escalation with context handoff → AI coaching and improvement.

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