Improving Efficiency of Fraud Check Process for a Grocery Delivery Service

Fighting fraud is a vital part of brand protection, but ideally the process should utilize resources efficiently. The fraud check process for a leading grocery delivery service was manual, time-consuming, and often subjective, resulting in a too-high volume of escalations and handle times as high as 20-30+ minutes per case.

Laivly worked with the delivery service’s escalation review team to implement a solution that would automate much of the manual fraud check process and provide additional guidance on parts of the process that couldn’t be automated.

During a 12-week pilot with Laivly’s solution, the grocery delivery service’s escalation review team experienced:

• 43% improvement in AHT within 2 months
• 71% peak reduction in AHT
• 80% fewer cases escalated
• 3,000+ hours saved per month
• 3 weeks for new agents to reach baseline performance

Download the case study today and read how Laivly made it happen.

Did you know? This use case won Laivly the Artificial Intelligence Award at the 9th Edition BPO Innovation Summit & Awards 2022 presented by UBS Forums, and performance has continued to improve since then!