Case Study: Leading Global Beauty Company achieves 49.3% higher agent productivity, 12% QA and 10% CSAT improvements with Laivly

Improving Efficiency and CSAT for a Leading Global Beauty Company

Leading Global Beauty Company partnered with Laivly to tackle overwhelmed agents, inconsistent on‑brand messaging, long email handling times, and manual template selection that led many agents to start with blank emails. To address these issues they deployed Laivly’s AI‑powered Smart Response to streamline email workflows and reduce the burden of navigating complex policies and templates.

Laivly ran a 7‑week full‑program rollout of Smart Response, which uses AI/ML and historical case data to identify all queries in an email and recommend pre‑drafted, on‑brand responses for agents to review and personalize. Versus baseline, Laivly’s solution produced a 12% QA improvement, 49.3% increase in EPH, 10% CSAT uplift, 17% FCR improvement and an 11.9% increase in perfect CSAT scores.