Ada > 实例探究 > IPSY 使用 Ada 统一其美容订阅品牌的 CX

IPSY 使用 Ada 统一其美容订阅品牌的 CX

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技术
  • 分析与建模 - 机器学习
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 运输
适用功能
  • 物流运输
  • 采购
用例
  • 最后一英里交付
  • 时间敏感网络
服务
  • 系统集成
关于客户
IPSY 是一个美容订阅品牌,旨在为客户提供高度个性化的美容体验。他们已与另一家领先的美容订阅公司 BoxyCharm 合并,专注于为其会员提供卓越的数字体验。
挑战
IPSY(原 BFA Industries)拥有全球最大的美容订阅品牌。他们专注于利用先进的产品创新和机器学习技术,为客户提供高度个性化的美容体验,将数据驱动的方法与真实的自我表达相结合。
解决方案
IPSY 使用 Ada 来统一其美容订阅品牌的 CX。 Ada 是一个对话式 AI 平台,可提供品牌互动的实时支持和解决方案,打造无缝的客户体验,并在需要时实现高效切换到实时客服支持。 Ada 可自动执行品牌互动的顶级驱动程序,无需代理支持,从而使代理能够专注于更复杂的用例。
运营影响
  • 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.

数量效益
  • 816,446 engaged brand interactions

  • $2.7M USD in estimated annual savings

  • 27+ hours reduction in average first response time

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