Brands are struggling to manage complex appeasement policies that protect customers, providers, and themselves. Agents tasked with handling reimbursements often face slow approvals, errors, and rising costs. Without the right tools, it’s nearly impossible to keep up—leading to missed details and unhappy customers. AI-powered solutions are the key to streamlining processes, boosting accuracy, and empowering agents to make faster, smarter decisions.

A leading vacation rental marketplace protects hosts, guests, and itself with detailed appeasement policies. However, these policies present a challenge for agents tasked with “make good” concessions and reimbursements. Inefficient real-time vetting and slow escalation time hinder policy adherence and decrease customer satisfaction scores. This results in a high volume of invalid or inaccurate expenses.

The Challenge

An analysis of the brand’s workflow revealed that agents were impeded by the volume and complexity of situational appeasement policies and the slow nature of concession approvals and escalations. Without enforcement safeguards, agents were more likely to miss entry errors or invalid expenses and submit without approval. This resulted in poor accuracy and higher-than-necessary expenses.

We partnered with the marketplace, empowering agents and a newly created Expense Approval Team to approve “make goods” with speed, accuracy, and confidence while saving money and preserving customer satisfaction scores.

Our Solution

We implemented Laivly’s Sidd Pro module using natural language processing (NLP), digital automation, and machine learning (ML) to streamline the appeasement and escalation process. Sidd Pro gathers and compiles relevant data for the Expense Approval Team to review at a glance, moving seamlessly between the company’s entire tech stack (CRM, OMS, third-party sites, applications) to increase efficiency. 

Sidd Pro also guides agents to the appropriate action through added controls and graphic overlays in the brand’s CRM. Because Laivly does not use back-end APIs, implementation was simple and did not require any heavy lifting from the brand’s IT team. 

Our Results

Sidd Pro had a significant positive impact on efficiency and accuracy, and proved to be particularly beneficial for reducing inaccurate data entry and fraudulent claims. We reviewed the brand’s approved expense tickets to determine a baseline, and then we measured the results after implementing Laivly with 201 participating agents. We saw the following improvements over a three-month pilot period:

• 93% accuracy of approved expenses
  
• $17.6M projected annual savings, network-wide 
  
• 41% improvement in expense accuracy
  
• $68,162 total savings during pilot
  
• 2,052 Sidd Pro-created expense tickets during pilot
  
• $33.62 saved per expense ticket solved by Sidd Pro
  
  

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