Case Study: a leading grocery delivery service reduces fraud check handle times with Laivly

a leading grocery delivery service cuts fraud check AHT by 43% with Laivly

A leading grocery delivery service faced a manual, time-consuming, and subjective fraud check process. This resulted in a high volume of case escalations and average handle times as long as 30 minutes. Laivly worked with the customer's escalation review team to implement an automation solution for this challenge.

Laivly's solution automated a significant portion of the manual fraud process and provided guidance for the remaining steps. The results from a 12-week pilot included an 80% reduction in escalated cases and a peak 71% reduction in average handle time, saving over 3,000 hours per month. Laivly's implementation also enabled new agents to reach baseline performance in just three weeks.