Many brands grapple with inefficient workflows and inconsistent service quality. This hampers their operational efficiency and  leads to frustration for agents and customers alike. As customers increasingly expect quick, personalized responses, businesses must adapt or risk falling behind. Fortunately, generative AI has made it possible to create more sophisticated automated agent support, which has transformed the agent experience by streamlining workflows for humans and improving customer interactions.

We collaborated with one of the world’s leading beauty brands, who regularly handles emails during downtime between voice interactions, and evaluated their current email customer service performance. We implemented Sidd Pro to drive efficiency, productivity, and customer satisfaction.

The Challenge

After analyzing our partner’s workflow, we discovered it to be very tedious and time consuming for agents to select the correct email template within their CRM. This resulted in agents choosing to start with blank emails rather than approved templates, causing decreased productivity, quality, and customer satisfaction (CSAT) scores.

Our partner received a high volume of similar requests through calls and emails during ramp periods and set substantial goals to respond to all online ratings and reviews. They needed our help to reduce the length of time required for each customer contact to improve the efficiency of their program.

Our Solution

To improve the brand’s email response process, we implemented Sidd Pro, Laivly’s artificial intelligence (AI) agent assist tool. Sidd Pro utilizes both natural language processing and robotic process automation to quickly identify all questions in an email. This solution further leverages machine learning and AI to analyze the incoming email against thousands of previous email cases, and recommends relevant, pre-drafted answers to the agent that are most likely to return the highest QA scores. Time that was previously spent searching is instead used to add the empathy and personalization needed for a high-touch response.

We performed a seven-week trial where select agents used Sidd Pro versus our control group who did not. We finished with a full-floor rollout with all agents using Sidd Pro to assist with emails.

Our Results

Generative AI, powered by Sidd Pro, improved our partner’s response process, automating repetitive and mundane work and supporting agents through AI predictive analysis across the voice, email, and ratings and reviews channels. Our partner achieved the following results:

• 10% CSAT improvement
• 49.3% productivity improvement on emails
• 17% first-contact resolution improvement