The client is one of the largest manufacturers of packaged consumer foods, supporting more than 100 brands worldwide. Like other consumer packaged goods (CPG) companies, it produces and markets a high volume of products, which creates a unique set of challenges for customer care agents who must become experts on many different brands and SKUs while handling product complaints, escalations and enquiries across multiple tools.

CPG companies produce and market a high volume of products, creating a unique set of challenges for the agents tasked with becoming experts on many different brands and SKUs. For this manufacturer, supporting more than 100 brands meant agents had to field complex product complaints and escalations covering ingredients, health concerns, product quality and recalls.

An analysis of the partner's workflow revealed that supporting multiple brands led to efficiency issues. Agents were responsible for compiling and accurately documenting pertinent customer information across various tools and filling out escalation forms for retailers and suppliers. At the same time, they had to sift through hundreds of email templates to determine the correct response for each query.

The result was reduced productivity, lengthy handle times and low quality assurance (QA) scores. The company wanted to equip its agents to handle customer queries and escalations faster, automate time-consuming tasks such as form-filling and email responses, and improve overall efficiency while still delivering an outstanding experience that keeps customers coming back.

Laivly first reviewed the brand's email efficiency to establish a baseline, then measured results after implementation over a five-month period.

Laivly deployed its AI agent assist tool, which uses natural language processing, digital automation and machine learning to guide agents to the best response. The tool quickly identifies every query in an incoming email and surfaces relevant, pre-drafted answers that ensure adherence to brand policies while yielding the highest QA scores. The aim, in Laivly's words, is to give the agent the right content, for the right product, at the right time, every time, so that agents can act as product experts across hundreds of brands while resolving concerns and escalations faster.

Laivly also applied digital automation to remove the tedious task of manually filling out forms. The platform automatically populates any field that lives within the company's tools or outside them, including the CRM, OMS, third-party sites and other applications, with key details such as place of purchase, SKU number, date code and order history. As an agent works through an interaction, Laivly collects the relevant case information required to complete the forms, fills in what it knows and highlights any field that still needs the agent's input, ensuring nothing is overlooked. This proved particularly beneficial for quickly compiling customer account information and completing escalation forms, which delivered a significant boost to overall agent efficiency.

• Average handle time (AHT) improved by 52 to 60 seconds
• 1,741 total agent hours saved over the five-month measurement period
• 3.6% improvement in QA scores
• 31 hours of extra capacity per FTE
• 352 more emails handled per FTE each month
• Escalation forms and customer account information compiled automatically, with any missing fields highlighted for the agent