Customer Experience

When you think beyond productivity, you can create truly valuable customer experiences that many brands don’t — or can’t — even consider.

Don’t let legacy systems hold your contact center back. Learn how (and why) to leverage AI to ease the transition and close technology gaps.

Email as a CX support channel is more cost-effective than ever, thanks to generative AI and automation. Learn more in our Fast Company article!

Most CX analytics tools only track customer data or data while using the tool. Read how comprehensive agent data provides the missing link for contact centers.

Working from home brings both benefits and obstacles, with three of the biggest challenge areas for remote CX teams involving training and coaching, agent performance, and security and risk management. Attended AI bridges the gap in these areas and optimizes the work-from-home experience.

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?

Read an excerpt from Laivly CEO Jeff Fettes’ article for Forbes about the ways attended AI can help create a smarter appeasement process.

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.

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.

The 40-and-under crowd doesn’t like talking on the phone. It’s been memed and joked about at length, but it’s also backed by data. A