customer service
The hands of a customer service agent type on a laptop displaying a chat window

How Generative AI Succeeds Where Chatbots Failed

The buzz about generative AI is everywhere right now. For those in the contact center space, it might sound a lot like the hype surrounding chatbots several years ago, when customer experience programs were rushing to implement the latest time- and money-saving tech. But where chatbots never truly lived up to their promise, generative AI is set to usher in a major business revolution.
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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?
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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.
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A smiling female contact center agent sits behind a computer desk

Contact Center Jobs Are Tough: Here Are Three Ways Technology Can Help

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.
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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.
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The benefits of attended AI with Laivly

Attended AI for Contact Centers: A Secret Weapon

R2-D2 had Luke Skywalker. KITT had Michael Knight. Every good robot sidekick has a human counterpart with a knack for finding trouble—and those autonomous androids always know just how to help.
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2021 AI Trends

With 2020 coming to an end, reflections on the past year of tech advancements, trends, and predictions for 2021 are a hot topic. A recent article from Forbes discusses key AI trends that will continue to accelerate in 2021.
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Human-AI collaboration with Laivly

AI: A Personalized Customer Experience

For many people, hearing the words “artificial intelligence” immediately prompts thoughts of an impersonal interaction. The reality is, AI can have the exact opposite effect.
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