Case Study: Global CPG Brand Company achieves 52–60s AHT reduction, 1,741 hours saved, and 3.6% QA improvement with Laivly

Improving Agent Performance and Efficiency for a Global CPG Brand

Global CPG Brand Company, a major packaged-food manufacturer supporting over 100 brands, struggled with agent efficiency as teams had to become experts across hundreds of SKUs while handling complex complaints (ingredients, recalls) and manually compiling customer data, filling escalation forms, and searching hundreds of email templates. They engaged Laivly to address long handle times, low QA scores, and productivity bottlenecks using Laivly’s AI agent assist tool and Digital Automation.

Laivly implemented an AI agent assist (NLP/ML) to surface brand-compliant predrafted responses and used Digital Automation to auto-populate escalation and account fields across systems. Over a five-month period Laivly delivered a 52–60s AHT improvement, 1,741 total hours saved, a 3.6% QA improvement, 31 extra hours of capacity per FTE, and 352 more emails handled per FTE each month.