Case Study: Major Beauty Brand Company achieves 71% more reviews handled per hour with Laivly

Using Generative AI to Personalize Online Review Responses at Scale for a Major Beauty Brand

Major Beauty Brand Company needed a faster, more consistent way to respond to online reviews while keeping replies on-brand and personalized. Agents were spending too much time drafting responses, brand voice varied across agents, and recommending complementary products was cumbersome. Laivly was engaged, deploying Laivly Smart Response powered by Sidd, its digital intelligence, to address these issues.

Laivly used Sidd to analyze each review and generate on‑brand response options (including product recommendations) that agents could pick and personalize, removing manual steps and speeding the workflow. The outcome: average handle time fell from 400s to 234s (≈40% AHT reduction), reviews per hour rose from 9 to 15.4 (71% more), 3,422 cases were handled in 220 vs 422 hours (48% fewer hours), $48K net monthly savings, and an 89% capacity increase for additional cases.