August 28, 2026
Featured
Below is an excerpt from Laivly CEO Jeff Fettes’ article for the Forbes Technology Council:
“AI infrastructure in the contact center means the ability to insert AI into your workflow at any point and move, remove or replace it just as easily. If leadership identifies an opportunity to use a large language model (LLM) at a specific moment in an agent interaction, that capability can be activated quickly, tested honestly and adjusted based on real data.
This matters more in customer experience (CX) than almost anywhere else because the environment is uniquely constrained. An office worker can explore a new AI tool and decide for themselves if it’s useful. An agent can’t. Every tool has to be tested, vetted and built into the workflow before it ever reaches them, all while meeting compliance and consistency standards. The infrastructure has to support that with real security and change management at scale.
The contact center AI landscape is also moving faster than most organizations are built to absorb. For decades, large enterprises wore their caution as a competitive virtue: rigorous, secure, established. Today, by the time a use case clears procurement, pilots and full deployment, the underlying technology may have already moved on. The organizations playing catch-up will be the ones that never built the infrastructure to move faster.”
Read the full article for more about why contact centers get stuck in the AI use-case trap and how asking the right questions about the value of AI can set up brands for long-term success.
