Every customer service interaction has the potential to make or break brand loyalty. But good customer service is the expectation, the baseline. What does it take to win a customer’s loyalty?

Knowing a few security best practices to look for in a technology partner can help you make the best choice for your organization and get faster, easier buy-in from InfoSec stakeholders.To start, here are four major data security measures that indicate a tech vendor prioritizes information security.

Need help finding the balance between too much and too little spending on customer appeasement costs? Read on to manage this end of customer satisfaction.

Read an excerpt from Laivly CEO Jeff Fettes’ article for Forbes, about some of the ways technology can improve the agent experience in the contact center.

As Laivly officially announced the launch of our attended AI platform created specifically for contact centers, VentureBeat interviewed Laivly CEO Jeff Fettes for an exclusive feature.

Below is an excerpt from Laivly CEO Jeff Fettes’ article for Fast Company. Visit Fast Company to read the article in full and learn four things brands can expect as attended AI continues to gain popularity in contact centers around the world.

“The consensus in the machine learning community is that sentience is a moving goalpost,” says Laivly’s Director of Machine Learning, Jonathan Rioux. “AI merely emulates text of greater sensitivity.” In other words, the machine is getting better at mimicking humans, but it still requires the input of humans. And that keeps changing the definition of what it means for a computer to pass as a human.

In honor of today being Star Wars Day, we thought we would give a shoutout to some of our favorite AI droids.

The future is digital, but that doesn’t mean that human workers have become obsolete. In fact, the complete opposite is true; there is an increasing demand for human employees, specifically with technology skills and an understanding of artificial intelligence.

Can artificial intelligence show bias? As much as we’d like to believe that bias is a thing of the past, both humans and artificial intelligence (AI) can in fact show biases towards one group or another.

Software-as-a-Service, otherwise known as SaaS, is experiencing a continuous evolution, of which Artificial Intelligence (AI) and Machine Learning (ML) play a significant role. Why does this matter?