Case Study

What Retail Brands Are Automating and Why It’s Paying Off

Chat

Multichannel

Efficiency & Productivity

Policy Adherence

QA & Accuracy

Ramp/Speed to Green

At a Glance

Laivly clients typically see 70–90%+ agent adoption within weeks of launching Sidd
Sidd deflected tens of thousands of WISMO calls, saving up to 6 minutes per contact
Sidd’s real-time guidance and automated case notes helped agents work faster, reduce handle time, and improve consistency
Using Sidd, retailers see clear ROI across voice, email, and chat—all without replatforming

The Challenges of Retail CX

Retailers face an outsized contact burden compared to other industries. Whether it’s peak season surges, lost order inquiries, or policy questions whose answers span multiple systems, most contact centers are stretched thin. Laivly saw consistent patterns across top retail brands:

Order-related inquiries made up 60%+ of all contact volume
WISMO calls and refund requests created backlogs and escalations
Seasonal agents struggled to ramp quickly and follow complex workflows
Manual wrap-up work (notes, summaries, research) burned time and morale
Customer sentiment dropped when answers weren’t timely, helpful, or consistent

The good news? These are exactly the kinds of problems automation can help solve—that is, when it’s built for the realities of retail customer care operations.

Laivly’s Approach: Build for Real Workflows

We call it the Sidd CX Ecosystem, a suite of tools that works across channels and use cases to help brands automate, assist, and act where it matters most. Our retail contact center clients have become faster, easier, and more consistent, with results across three key pillars:

Answer | Sidd deflects simple inquiries with brand-trained conversational AI:

Order tracking (WISMO) via IVR, chat, or email
Brand-aligned responses for common contact types

Assist | Sidd supports agents in the moment:

Live transcription keeps agents focused and accurate
Real-time guidance prompts next actions, policies, and reminders
Automated case notes all-but-eliminate wrap time

Act | Sidd executes workflows inside your systems:

Automated end-to-end return and exchange process
Fraud flagging and handling for lost orders
Refund eligibility checks and processing

These results come from tools that layer onto existing systems, so no rip-and-replace or APIs are required—vital when most retail CX programs are locked into CRMs and other tools used at the point of sale.

5 Real-World Use Cases Driving Value

1. Deflecting Order Status (WISMO) Calls

A leading cosmetics brand used Sidd to deflect over 36,000 calls annually, saving around 6.3 minutes per call and delivering 2.5x ROI. Why it works:

Voice and email automations handle the most common order status inquiries
Seamless handoffs to agents for exceptions and special case
Every interaction is logged, summarized, and tracked for full visibility

2. Live Guidance That Boosts Agent Confidence

A national big-box home improvement company deployed live transcription, real-time policy prompts, and automated case notes. Their results:

80%+ usage rates across agent groups
Agents reported feeling more confident, faster, and more supported
Every interaction is logged, summarized, and tracked for full visibility

3. Faster Wrap Time with Automated Case Notes

Multiple retailers have used Laivly’s automated case notes to speed up wrap time, drive consistency, and reduce repetitive agent work—with 90%+ usage and 40:1 positive-to-negative feedback from agents. How it helps:

Case notes are instantly generated and formatted to each brand’s standards
Agents can stay focused on the customer, not the keyboard
QA and coaching teams get clear, consistent insights to work with

4. Reducing Refunds with Smart Reorder Guidance

A fashion brand replaced default refunds with reorder recommendations, using Sidd to prompt and guide agents through eligibility checks. The impact:

Avoided $889K in costs by reshipping 30%+ of lost orders instead of refunding
Added automated fraud detection to flag suspicious behavior
Significantly reduced manual decisions and escalations

5. Consistent, On-Brand Responses at Scale

With Laivly’s Sidd Compose tools, a luxury retailer was able to reinforce brand voice in email responses and improve customer satisfaction. Customer service associates:

Generated email replies using brand-trained templates
Reduced back-and-forth by addressing full case context
Maintained tone and accuracy across teams and tenures

The Measurable Impact of Laivly

case note usage

Up to 96% case note usage in some programs

adoption

Real-time guidance adopted by 72%+ of agents, with above-benchmark positive feedback

seconds

mmediate handle time reduction of 30+ seconds per call, plus continued improvement

0%+

improvement

45%+ efficiency improvement in email productivity (EPH) with Sidd Compose

0%+

baseline usage

95%+ baseline usage across multiple programs within weeks

Why Operators and Execs Choose Laivly

Retail contact centers don’t have time for long deployments or fluffy tech. Laivly meets contact center operations where they are.

Days to weeks to deploy, not months
No replatforming or API dependence
Agent-first design that builds confidence, not confusion
Iterative, low-risk pilots that prove value quickly
Responses trained on existing brand assets for consistency

What’s Ahead in AI for Retail CX

Retail customer care programs that partner with Laivly are already expanding into:

AutoQA to scale coaching, quality, and compliance
Ask Sidd for live knowledge search that goes beyond KB links
Unattended resolution for order tracking, fraud checks, and more

The future of the contact center is collaborative, consistent, and powered by AI that actually elevates the experience for agents and customers alike.