Ada Case Studies IPSY's Transformation of Customer Experience with Ada

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	IPSY's Transformation of Customer Experience with Ada Ada

IPSY's Transformation of Customer Experience with Ada

Ada

Technology Category	Analytics & Modeling - Machine Learning Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Transportation
Applicable Functions	Logistics & Transportation Procurement
Use Cases	Last Mile Delivery Time Sensitive Networking
Services	System Integration
Challenge	IPSY, the world's largest beauty subscription brand, was founded on the merger of two leading beauty subscription companies, IPSY and BoxyCharm. However, the two companies were using different AI support solutions to manage product, subscription, and delivery inquiries. BoxyCharm, in particular, was struggling to meet the growing popularity of their beauty subscription services with a comprehensive customer experience (CX) strategy. They needed a solution that could provide customers with real-time support and resolutions on easy-to-answer brand interactions, create a seamless customer experience, and establish an efficient handoff to a live agent support when needed. Prior to implementing Ada, BoxyCharm's average first response time was around 29 hours, the total average resolution time was 53 hours, and the customer satisfaction (CSAT) score was 58%. Read More
About Customer	IPSY, formerly known as BFA Industries, is the world's largest beauty subscription brand. The company focuses on delivering highly personalized beauty experiences to its customers, using advanced product innovation and machine learning technology. IPSY was founded on the merger of two leading beauty subscription companies, IPSY and BoxyCharm. The company is known for its data-driven approach to authentic self-expression. In 2021, IPSY was recognized for their quality of communications, professional competence, range of services, customer focus, and accessibility, ranking as one of the top companies in Newsweek and Statista’s America’s Best Customer Service awards. Read More
Solution	BoxyCharm launched their conversational AI with Ada in June of 2020, focusing on providing fast and effective answers to FAQs, order inquiries, and a smooth handoff to live agent support. Ada's automation capabilities served customers' in-the-moment needs and enabled agents to do more impactful work with contextual handoffs from Boxybot. Ada also helped in capturing important details from customers before passing them to agents, reducing the amount of interactions that get handed off and enabling agents to get customers the answers they need, faster. Inspired by BoxyCharm's success with Ada, IPSY decided to replace their existing conversational AI solution with Ada. They launched Glam Bot, integrating existing content from Kustomer to Ada and Kustomer ticketing on the IPSY Help Centre. IPSY uses Ada to automate their top drivers for brand interactions that don’t require agent support. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Transportation

Applicable Functions

Logistics & Transportation

Procurement

Use Cases

Last Mile Delivery

Time Sensitive Networking

Services

System Integration

Challenge

IPSY, the world's largest beauty subscription brand, was founded on the merger of two leading beauty subscription companies, IPSY and BoxyCharm. However, the two companies were using different AI support solutions to manage product, subscription, and delivery inquiries. BoxyCharm, in particular, was struggling to meet the growing popularity of their beauty subscription services with a comprehensive customer experience (CX) strategy. They needed a solution that could provide customers with real-time support and resolutions on easy-to-answer brand interactions, create a seamless customer experience, and establish an efficient handoff to a live agent support when needed. Prior to implementing Ada, BoxyCharm's average first response time was around 29 hours, the total average resolution time was 53 hours, and the customer satisfaction (CSAT) score was 58%.

About Customer

IPSY, formerly known as BFA Industries, is the world's largest beauty subscription brand. The company focuses on delivering highly personalized beauty experiences to its customers, using advanced product innovation and machine learning technology. IPSY was founded on the merger of two leading beauty subscription companies, IPSY and BoxyCharm. The company is known for its data-driven approach to authentic self-expression. In 2021, IPSY was recognized for their quality of communications, professional competence, range of services, customer focus, and accessibility, ranking as one of the top companies in Newsweek and Statista’s America’s Best Customer Service awards.

Solution

BoxyCharm launched their conversational AI with Ada in June of 2020, focusing on providing fast and effective answers to FAQs, order inquiries, and a smooth handoff to live agent support. Ada's automation capabilities served customers' in-the-moment needs and enabled agents to do more impactful work with contextual handoffs from Boxybot. Ada also helped in capturing important details from customers before passing them to agents, reducing the amount of interactions that get handed off and enabling agents to get customers the answers they need, faster. Inspired by BoxyCharm's success with Ada, IPSY decided to replace their existing conversational AI solution with Ada. They launched Glam Bot, integrating existing content from Kustomer to Ada and Kustomer ticketing on the IPSY Help Centre. IPSY uses Ada to automate their top drivers for brand interactions that don’t require agent support.

Impact #1	The implementation of Ada has significantly improved IPSY's customer experience. The average first response time has been reduced to less than 2 hours, and the total average resolution time has been reduced to 19 hours. The customer satisfaction score has also increased to 76%. The use of Ada has allowed IPSY to provide a more personalized and scalable, omnichannel customer experience strategy. The platform has also enabled IPSY to quickly launch and optimize a second bot for the IPSY brand. The company is now in the process of building out retention workflows to support their subscription models and drive growth. They are also planning to implement a new system to authenticate conversations and provide order details and statuses for monthly subscriptions, an Instagram channel integration, and custom validation on tracking numbers.

Impact #1

The implementation of Ada has significantly improved IPSY's customer experience. The average first response time has been reduced to less than 2 hours, and the total average resolution time has been reduced to 19 hours. The customer satisfaction score has also increased to 76%. The use of Ada has allowed IPSY to provide a more personalized and scalable, omnichannel customer experience strategy. The platform has also enabled IPSY to quickly launch and optimize a second bot for the IPSY brand. The company is now in the process of building out retention workflows to support their subscription models and drive growth. They are also planning to implement a new system to authenticate conversations and provide order details and statuses for monthly subscriptions, an Instagram channel integration, and custom validation on tracking numbers.

Benefit #1	816,446 engaged brand interactions
Benefit #2	$2.7M USD in estimated annual savings
Benefit #3	27+ hours reduction in average first response time

Benefit #1

816,446 engaged brand interactions

Benefit #2

$2.7M USD in estimated annual savings

Benefit #3

27+ hours reduction in average first response time

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Overview

IPSY's Transformation of Customer Experience with Ada

Operational Impact

Quantitative Benefit