Frequently Asked Questions
Get to know Laivly a little better. We’ve compiled some of the most common questions about our company, products, support, and more.
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About Laivly
Laivly is the company behind the Sidd CX Ecosystem, an AI platform built specifically for the contact center. Drawing on our deep contact center expertise, we help enterprise brands unlock the real value of AI by making it work where it matters most: in the hands of agents, supervisors, and support teams. Our tools automate complex workflows, improve decision making, and reduce the friction that slows down everyday operations.tate velit esse cillum dolore eu fugiat nulla pariatur.
Traditional contact center platforms are built to manage interactions, handling things like routing, ticketing, and reporting. That infrastructure is important, but it doesn’t solve for the manual, repetitive, disconnected workflows agents deal with every day. Laivly built the Sidd CX Ecosystem to improve those workflows. Sidd is a smart, AI-powered layer that helps agents move faster, resolve issues more accurately, and spend less time on tedious tasks. It works alongside your existing tools to simplify the complex, automate the repeatable, and realize more value from your current tech stack without a major overhaul.
Laivly was created inside a contact center for use by teams providing customer care for a number of Fortune 500 brands. Today, teams of all scopes and sizes use Laivly to go beyond automation hype and actually make AI useful in their CX programs. Customer experience leaders choose us when they want to improve productivity, reduce operational complexity, and support their teams with tools that truly help. Laivly clients are companies that want to move fast—but also get AI adoption right.
AI adoption is more about the people than the tech. We don’t just hand you a platform and wish you luck. Laivly supports every phase of the journey, from identifying high-impact opportunities to configuring the right workflows and training your teams.
Our tools are built to fit into real-world operations, not idealized workflows. That means faster implementation, better adoption, and clearer ROI.
Product Overview
The Sidd CX Ecosystem is our end-to-end suite of AI-powered tools built to solve real contact center problems and pain points. Whether it’s automating repetitive workflows, guiding agents through complex processes, or surfacing live insights, each part of the ecosystem is designed to help contact centers use AI in a way that’s immediate, practical, and scalable. For a more detailed look at the Ecosystem, check out our Platform Overview.
Sidd automates the kinds of tasks that bog down agents and slow down service; think: data entry, system navigation, after-call work, and knowledge lookups. It can also assist with more complex processes, like compliance workflows, escalation prep, and real-time quality monitoring. If it’s repeatable, rules-based, or just plain frustrating, Sidd can probably help.
Sidd supports voice, chat, email, and SMS, and it works across the systems your teams already use to manage those channels. Whether your agents are handling inbound calls or switching between digital conversations, Sidd stays with them in the background to simplify the work—and Sidd can even handle many tasks and workflows autonomously.
Yes. In fact, that’s one of Sidd’s strengths! Sidd was built to integrate with—and enhance—the tools you already use. No need to rip and replace. Sidd layers right on top of your existing tech stack and accesses programs and tools the same way a human agent would, so you can get AI-powered automation fast and without hassle.
AI & Automation
Both, depending on what the task requires. Our attended AI works in real time alongside agents, offering support during interactions. Unattended processes run in the background or after calls to handle manual tasks automatically—or even function as a front line for incoming volume, raising the bar for satisfying self service.
Laivly’s AI is designed to be genuinely helpful to humans on both sides of an interaction. When a decision needs human judgment or oversight, Sidd prompts agents or supervisors to step in, with no disruption to the flow of the customer’s experience. This might mean reviewing one of Sidd’s suggestions, approving a task, or making the final call—with Sidd, the AI, doing the prep work to save time.
Yes. We know firsthand that contact centers don’t all work the same way. Sidd, our AI platform, can be tailored to your industry, your team structure, and your processes and existing tools. Whether you’re in retail, insurance, healthcare, tech, or another field, Laivly’s tools are built to adapt to how your people actually work.
We track how Sidd performs in the real-world workflows by metrics that include accuracy, efficiency, and user engagement. The Laivly team continuously monitors outcomes, collects user feedback, and fine-tunes models to improve performance. As a client, you also have full transparency into how Sidd’s AI decisions are made and where there’s room to optimize.
Tactical automation is about quick wins, like reducing after-call work or simplifying a multi-system task. Strategic automation goes deeper, aligning AI to broader business goals like reducing handle time, improving compliance, or scaling support without scaling headcount. Laivly helps you do both. We start where the potential for impact is greatest and build from there—always with a focus on real operational value.
AI Governance & Compliance
Yes. We believe AI shouldn’t feel like a black box. Laivly’s AI, Sidd, is designed to show its work, surfacing how decisions are made, what inputs were used, and where human oversight may be needed. That way, your teams can understand and trust what Sidd is doing.
Our AI is built with guardrails. We audit models regularly, use diverse data sets, and apply testing methods to reduce bias. And we always include a human layer where judgment matters. Fairness and transparency aren’t just compliance requirements—they’re part of building AI people actually want to use.
Laivly focuses on building AI that supports people, first and foremost. That means respecting privacy, maintaining transparency, and using automation to remove friction, not jobs. We believe ethical AI is human-centered AI, especially in environments as high-stakes as the contact center.
Integrations & APIs
Laivly’s platform can work across most contact center platforms, CRMs, and back-office systems—including proprietary and legacy tools. Sidd operates at the UI level (like a human would), which means we can automate across systems even if they don’t offer APIs. That flexibility lets us meet you where you are, without requiring costly rebuilds or upgrades.
It means we don’t depend on APIs to integrate. Instead, Laivly’s Sidd platform interacts with your systems through the user interface, just like a human agent would. That allows us to deliver automation even in environments where APIs are unavailable, inconsistent, or locked down by third-party vendors.
Because APIs aren’t always an option, and even when they are, they often introduce complexity, delays, or scope limits. Our approach bypasses all that by working through the UI, which lets us deploy faster and support a broader range of tools—even older or heavily customized ones.
Yes. In fact, that’s one of the reasons we built Sidd the way we did! We know many contact centers still rely on legacy tools or in-house platforms that don’t support modern integration standards. Sidd can work across those systems without needing code changes or vendor support.
We’re used to operating in complex tech stacks. The Sidd CX Ecosystem works alongside your existing vendors and systems, and any access we require is scoped, permissioned, and logged—and always aligned with your security and compliance policies.
Getting Started & Driving Adoption
Most customers are live within weeks. Our “no APIs required” approach allows for faster integration across your current tools—including legacy systems—and we help you prioritize high-impact use cases first. You get value fast, without waiting for months-long buildouts. We also work with you to create a flexible, ongoing roadmap for additional use cases based on your objectives and insights gathered along the way.
You’ll work with a dedicated team from Laivly that includes technical leads, automation specialists, and support resources. Because Sidd operates in your environment with minimal disruption, our rollout process focuses more on aligning with your workflows and people, not rebuilding your tech stack. And we stay involved post-launch to make sure everything’s running smoothly and you’re seeing positive impact.
We help you build a rollout strategy that fits your team size, structure, and internal processes. That includes communication plans, phased adoption, internal champions, and feedback loops to ensure buy-in at every level. Laivly excels at the operationalization of AI tools in the contact center.
Absolutely. It’s a core part of our model. Beyond training, AI adoption is about making the tools intuitive and useful from day one. Sidd is designed to feel like a natural extension of an agent’s workflow, and we back that up with in-platform guidance, onboarding plans, training resources, and adoption playbooks to help your teams succeed.
Security & Data Privacy
Laivly uses enterprise-grade security, including AES-256 encryption at rest, TLS in transit, and secure access controls. In most deployments, Sidd does not store personal customer data (PII)—only necessary diagnostic, licensing, or anonymized metadata is retained. All data handling is reviewed and governed by Laivly’s compliance policies.
Yes. Laivly is compliant with GDPR, CCPA, HIPAA, PIPEDA, and PCI DSS. We also undergo SOC 2 Type 2 and PCI DSS audits regularly to ensure our practices meet rigorous industry standards.
Data is stored in secure cloud environments, with region-specific options depending on your compliance needs (e.g. US-only or EU-only storage). Because Sidd runs locally, very little data needs to leave your environment in most cases.
We use role-based access, secure authentication, and activity logging to manage and monitor who can access what. You control user permissions, and Laivly provides tools and logs to help enforce governance policies.
Reporting, Analytics & Insights
Laivly provides real-time and historical reporting on system activity, task automation, agent interaction, and more. You can track productivity, identify trends, and get visibility into how agents using Sidd are performing—across teams or at an individual level.
Yes. The Sidd CX Ecosystem includes AI-powered sentiment analysis and real-time transcription tools, with live transcription available in 21+ languages. These features help teams understand conversations more deeply and improve quality assurance.
Yes. You can export reports and performance data in standard formats for use in your business intelligence tools, for audits, or to share with stakeholders.
Training & Support
Laivly offers role-based training for agents, team leads, and admins. That includes live sessions, recorded walkthroughs, and easy-to-follow guides. Our goal is to get users confident quickly, and support as they grow.
Yes to both. We provide guided onboarding sessions for teams, plus access to a knowledge base with how-tos, best practices, and step-by-step documentation.
All Laivly clients have access to support via email, live chat, and our customer portal. Enterprise clients also receive a dedicated account team and structured escalation paths backed by defined service level agreements (SLAs). These SLAs cover response times for different issue levels and ensure that critical issues are prioritized appropriately.
General Questions & Comparisons
While many platforms offer automation or AI features, Laivly is purpose-built for contact centers—not retrofitted from other industries. We focus on operational AI: tools that solve real problems in real workflows. We provide the support and resources you need to start seeing measurable results quickly, and we do it all without requiring major tech overhauls.
No. Laivly’s Sidd CX Ecosystem is an end-to-end suite of tools designed to support, automate, and improve the entire contact center experience. These tools, built to be used synergistically, are also powerful when deployed individually. Our AI isn’t just an overlay. It’s integrated into the way work happens.
Sidd is meant to work alongside your current systems, not replace them. In fact, our biggest value often comes from unlocking more functionality from the tools you already use.
That depends on your goals, but most clients see measurable impact within weeks—including reduced handle time, faster ramp-up for new agents, and improved compliance. Because we start with high-impact use cases, ROI tends to show up quickly. Take a look at our Case Studies to see what kind of results other Sidd users have achieved.
It means putting AI to work in your contact center, not just testing it. Laivly helps teams move beyond the pilot phase by focusing on real adoption, automation that fits into everyday workflows, and results that show up fast. Operationalizing AI means taking it from concept to impact.
Pricing & Demo
Sidd Duo, our AI agent assist, is priced per seat per month. Sidd Solo and Sidd Intercept, our unattended and AI-resolved solutions, are typically priced per transaction or per minute. Laivly’s pricing is designed to maximize ROI quickly, without forcing you into bloated bundles or endless add-ons.
Easy! Just reach out and we’ll set up a time. We can tailor the demo to your team’s needs and show you exactly how Sidd can make a difference in your environment.
