Case Study: Large Grocery Delivery Service Company achieves up to 71% reduction in AHT and 3,000+ hours saved per month with Laivly

Improving Efficiency of Fraud Check Process for a Grocery Delivery Service

Large Grocery Delivery Service Company was struggling with a slow, subjective fraud-check process: Escalation Review Team agents manually verified orders against vague fraud markers, producing a baseline AHT of 11.5 minutes (many cases took 20–30+ minutes) and too many erroneous escalations. They engaged Laivly to deploy its AI-driven automation platform (SIDD) to standardize fraud marker definitions and streamline the review workflow.

Laivly implemented SIDD to run prechecks, augment agent research, and partially or fully automate case reviews; new agents hit baseline in three weeks and average handle time fell to 6.5 minutes in two months (a 43% reduction), with peak improvements reaching 71% in the final weeks. The solution saved 3,000+ hours per month, reduced escalations by about 80% while processing ~40,000 cases monthly, and earned strong agent praise and an AI award for Laivly.