Customer Experience

CCW Vegas 2024: Addressing the AI-lephant in the Contact Center

CCW Vegas 2024: Addressing the AI-lephant in the Contact Center

Beyond Productivity: Using AI and Automation to Create Better Customer Experiences

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

How Legacy Systems Are Holding Your Contact Center Back—and What to Do About It.

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.

A woman holding a laptop computer sits in a chair

The Changing Landscape of Email in Customer Experience

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!

Customer service agent analytics displaying on a computer

Why Analyzing Agent Activity Is the Missing Puzzle Piece for Contact Centers

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.

A WFH contact center agent types on a computer keyboard

3 Ways Attended AI Helps Contact Centers Win at WFH

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.

A man selects a five-star rating in a customer satisfaction survey

How to Build Customer Loyalty by Creating an Effortless 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?

A smiling woman holds a phone with a five-star rating in a text bubble

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

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

Lowering appeasement costs without sacrificing customer care

3 Ways to Raise Customer Satisfaction and Lower Appeasement Costs

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.

A headset sits on an open laptop resting on an office table

Attended AI Is the Future of Customer Service. Here’s What That Means for Brands.

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.

Should You Be Concerned About Sentient AI?

“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.

A hand hovering over a stylized call button, next to a man wearing a telephone headset

Do Customers Really Prefer Self-Service Automation?

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