Case Study: Wyeth achieves excellent personalized customer experience with Laiye Chatbot

How the global pioneer in infant nutrition created a highly personalized customer experience with Laiye

Wyeth, part of Nestlé S.A., needed to improve the personalized, real-time customer experience for its “MaMa Club” parenting support platform while handling tens of thousands of daily inquiries. The company faced heavy repetitive query volumes, compliance-sensitive content, and a steep training curve for new customer service staff. To address these challenges, Wyeth turned to Laiye Chatbot.

Laiye implemented its chatbot solution using historical data and data mining to automate responses to common questions and support human agents through a collaborative service model. The results included processing 2.48 million messages for about 280,000 customers in one year, achieving an 85% answer recall rate and 90% accuracy, cutting average response time from 5.5 minutes to 3.5 minutes, and improving daily workflow efficiency by 30%.

Wyeth