IPSY Glam Bot account-resolution agent

What was done

IPSY promoted Glam Bot from a scripted chatbot to an Ada AI agent in May 2024 and tied it into customer-care workflows for account-specific support. The agent verifies eligibility and issues replacements for missing or damaged items, collects context for escalations, and uses Playbooks for billing, retention, and account troubleshooting. Ada reports 943% return on generative AI investment, a 64% increase in automated resolution rate, and a 41% CSAT increase in four months.

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