Using Generative AI to Personalize Online Review Responses at Scale for a Major Beauty Brand

When brands respond to online ratings and reviews, it builds trust and loyalty—but responses must be on-brand, helpful, and authentic. However, drafting responses from scratch is time-consuming for agents, and use of brand voice is not always consistent. For CX agents of beauty companies with many product lines, this can become even more of a challenge.

Laivly partnered with a top global beauty brand to simplify the ratings and reviews response process, using intelligent automation, generative AI, and a proprietary language filter to draft natural, on-brand responses and recommendations while agents focus on empathy and personalization. This provided a better, more consistent customer experience and allowed agents to respond to more reviews in less time.

Since implementing Laivly’s Sidd solution, the beauty brand’s customer service program has experienced:

• 71% more reviews handled per hour
• 89% capacity increase to handle additional cases
• 48% fewer hours required to handle the same volume
• 40% improvement in AHT
• $48K net monthly savings 

Explore how Laivly made it possible—download the case study now