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.
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?
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.
Case Study: Agent Performance & Efficiency
Laivly collaborated with one of the largest manufacturers of packaged consumer foods, equipping their agents to handle customer queries and escalations faster and more efficiently—without negatively impacting quality.
Case Study: Efficiency and CSAT
Laivly worked with one of the world’s largest cosmetics companies to deliver simultaneous improvements to agent efficiency, customer satisfaction, and brand consistency.
Case Study: Concession Savings
Laivly collaborated with the leading vacation rental marketplace to reduce customer appeasement costs while preserving customer satisfaction scores.
3 Ways to Control Customer Appeasement Costs (and Build Customer Loyalty)
In virtually any industry, customer appeasement is just a cost of doing business. Offering a concession to avoid or pacify an unhappy customer pays … Read More
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.
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 … Read More
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