The Future
of Retail CX

Stronger CSAT. Faster handle times. Higher QA scores. Laivly makes it all possible.

Retail contact centers using Laivly’s attended automation see a(n):

0-Week

Reduction in Ramp Time

Workflow guidance and proactive QA cut down on training and improve compliance.

0%

Reduction in AHT

Automated research and pre-drafted responses drastically reduce handle time.

0%

Increase in FCR

Actionable Detection technology ensures inquiries are addressed in the first response.

Connect with us to learn how Laivly helps the world’s biggest retail brands optimize customer care for instant ROI.

One Simple Platform. Endless Efficiencies.

SIDD, the artificial intelligence powering the Laivly platform, pairs large language models, including secure GPT, with the ability to learn and perform actions. From agent assist to unattended models, our easy-to-integrate digital worker helps retail and e-commerce companies provide exceptional customer service in less time.

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Boosts
Efficiency

From customer research to order management, SIDD can automate almost everything, including all of the tedious, time-consuming tasks agents usually perform manually.

Cuts
Costs

Case-specific checklists, AI-driven approvals, and smart automations keep your concession spend in check and lead to big savings on training and inaccurate appeasements.

Makes Ramp
Time a Breeze

SIDD walks agents through the entire customer interaction with case data, prompts, and approvals in one easy view on their desktop, reducing speed-to-production and errors.

Optimizes
Continuously

SIDD learns with each interaction and automates accordingly. It also uses your real-time data to suggest responses that are likely to return the highest QA and CSAT scores.

As Featured In

At Laivly, we have one big mission:

Supercharge Your Entire Contact Center

We equip friendly humans with intelligent automations to create the best customer experience on the planet.

Inform Decisions

Work Smart, Save Time, Fight Fraud

SIDD compiles all relevant customer information, from loyalty status to potential for fraud, within seconds. With the details right on their desktop, agents can personalize responses, know when to escalate a case, and choose the right appeasement amount.

Bridge Technology

Future-Proof Your Tech Stack

Laivly’s AI-powered orchestration layer accesses your systems through the frontend, so there’s no need for replatforming or complex integrations. Instead, it connects all of the tools your team uses and automates things you never thought possible.

Guide Workflows

Accelerate Speed to Production

SIDD guides agents through complex workflows, providing next-action predictions, case-specific checklists, and automation prompts. When agents, including new ones, always know what to do next, it lowers handle times and reduces costly errors.

Automate Tasks

Skyrocket Productivity

SIDD navigates, searches, solves problems, and communicates like a human. It drastically improves efficiency by taking repetitive, tedious work off agents’ plates and automating business functions at lightning-fast speeds.

Enforce Policies

Watch Those QA Levels Soar

Enjoy hands-off policy enforcement with proactive QA, AI-driven approvals, and safeguards (like blocking form fields). You get better agent compliance, lower appeasement costs, and a more consistent customer experience.

Respond Intelligently

Say Goodbye to Customer Churn

SIDD drafts accurate, on-brand responses in seconds instead of minutes, turning every customer into a loyal one. It can respond autonomously or recommend a template for the agent to personalize, creating a high-touch interaction in less time.

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Explore the Laivly Interface

See how it works

Intelligent Features for Smarter CX

What You Need to Know

What You Can Do Next

Please Check

Start each case with all the right info.

Laivly even adds an icebreaker for a personal touch.

Get real-time workflow predictions and guidance.

Laivly tells you the best next steps and provides intelligent automation.

Can't remember? Laivly has your back.

Laivly shows you relevant KB articles, external links, and reminders.

SIDD explained

With attended automation, SIDD works with human agents. It automates complex workflows usually performed manually and brings together all of the customer and policy information needed in one simple view.

SIDD does the heavy lifting and guides agents through the case right from their desktop. This reduces the amount of training needed and frees up agents to personalize their responses, so they can create a better customer experience in less time.

Unattended automation is when SIDD works autonomously on predefined tasks without needing oversight. Thanks to the digital worker’s ability to do things like quickly identify all queries in an email, compare it against thousands of prior responses, and then write and send the ideal response on its own, it can handle an entire customer interaction. This gives your agents more time for upskilling and higher-value tasks.

An orchestration layer connects to all of the different tools you use, ensuring they work together in perfect harmony to accomplish the bigger picture: in this case, delivering amazing customer service.

Laivly doesn’t exist inside of your CRM like other agent assist tools. Instead, it layers on top of your existing tech stack. This allows for instant integration without the need for backend APIs or replatforming.

SIDD lives on the desktop and accesses the technology your contact center is already using through the front-end - like an agent would. It pulls relevant data from the apps and tools beneath it, providing everything in one easy view - no clicking between windows, logging into each brand, copying and pasting, or wasting time looking for information.

No generic chatbots here! SIDD uses machine learning to actually think about how to optimize your contact center to reach resolutions more quickly and accurately. It gets constant feedback from agent and customer interactions and uses the information to continuously improve your customer experience.

While chatbots can just respond using information available elsewhere and have to transfer complex cases to an agent, SIDD is able to perform any action an agent can do by itself.

Through a blend of generative AI and proprietary language filters, SIDD has the ability to search, type, solve problems, write, and communicate like a human. It passes back to an agent only when it’s truly needed and then jumps right back in and takes over again.

Our platform takes call center automation to the next level, automating things you never thought possible, including:

Research and real-time case data
Transcriptions and summaries
Populating forms
Complex workflows
On-brand responses
Approvals
Due diligence
Guidance on next-best actions
Processing a return

Solving a complaint
Escalating to a supplier or partner
Surfacing product information
Finding order information
Tracking an order
After-call case notes
Processing a refund or warranty case
Booking an appointment
And so much more!

November 10, 2022

How Attended AI Can Be Used to Help Improve the Customer Appeasement Process

Latest

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June 3, 2022

Do Customers Really Prefer Self-Service Automation?

Evolve Your Contact Center Today

Laivly creates a powerful and intuitive AI orchestration layer for your contact center’s existing tech stack. No replatforming. No APIs. Just a remarkably simple, secure, and intelligent bridge to the tools, data, and workflows that drive your team’s success.

Request a Demo

The Futureof Retail CX

Boosts Efficiency

Cuts Costs

Makes Ramp Time a Breeze

Optimizes Continuously

As Featured In

Inform Decisions

Bridge Technology

Guide Workflows

Automate Tasks

Enforce Policies

Respond Intelligently

Explore the Laivly Interface

Start each case with all the right info.

Get real-time workflow predictions and guidance.

Can't remember? Laivly has your back.

SIDD explained

How Attended AI Can Be Used to Help Improve the Customer Appeasement Process

Latest

Do Customers Really Prefer Self-Service Automation?

Evolve Your Contact Center Today

The Future
of Retail CX

Boosts
Efficiency

Cuts
Costs

Makes Ramp
Time a Breeze

Optimizes
Continuously