September 4, 2026
Featured
Below is an excerpt from our guest post for Execs In The Know:
“A CX leader at a subscription-based retailer recently wanted to automate a common call driver: customers asking to downgrade or pause their plan instead of canceling outright. The team knew exactly what the workflow should look like. Pull up the account, check eligibility for a pause versus a downgrade, apply the change, send the confirmation. But IT said no. There was no connector into the billing platform, and it wasn’t even on the roadmap for another year.
The AI solution was sound. But the connection was the barrier.
Computer use agents (CUAs) present a way around integration barriers. A CUA is built on an AI model that interprets the screen rather than following a fixed set of coordinates. It looks at what’s actually on screen, reasons through what it’s seeing, decides what to do, and then acts. And because it’s interpreting rather than executing a script, it holds up against the kind of small interface changes that would have broken an older RPA bot outright.”
Read the rest of the post over on the Execs In The Know blog to learn where CUAs fit in a contact center’s automation strategy, where they fall short, and how Laivly’s Sidd puts them to work.
