At this point, your contact center tech stack probably includes some form of AI. Maybe it came baked into your CRM. Maybe it was bundled with your ticketing platform or your workforce management tool.
You’ve seen the demos, played around with it, maybe even rolled it out to your agents.
But are your agents actually using it? And more importantly, are you seeing any value from it?
If you’re not sure, or if the answer is “kind of,” you’re not alone. The fact is, most Laivly clients already do have AI tools built into their platforms when they turn to Sidd. But those built-ins are broad, whereas Sidd goes deep. And that’s where AI can really make an impact.
The Built-In Illusion: Why Platform-Native AI Falls Short
CRMs and CX platforms like Salesforce and Genesys are powerful tools. But when it comes to AI, they prioritize coverage over depth. Their native AI features are designed to check boxes across a wide range of use cases, and that’s not the same as solving the specific, high-impact problems contact centers actually face every day.
Here’s what we mean: Where Sidd is fully agnostic and works across tools, CRM-native AI is typically limited to functioning within the CRM itself. Where Sidd provides agents with actionable guidance to lessen their cognitive load, CRM-native tools leave agents interpreting outputs or scanning full knowledge base articles. The list goes on.
Most of these built-in tools offer basic AI assistance—think: surfacing articles, suggesting next steps, or pulling CRM data. But when contact centers are looking for tools that can adapt to their current workflows, evolve with their needs, and deliver real operational value, those platforms hit a wall.
What Makes Sidd Different? It Fits Better.
Sidd was built specifically for contact centers. That means everything about it—from its integration model to its in-the-moment adaptability—is designed around the reality of CX workflows.
- It meets agents where they are. Sidd operates tools and systems the same way agents do. No switching tabs or changing processes to “fit” the AI.
- Sidd is deeply customizable, without IT. Team leads and ops managers can launch prompts, iterate on workflows, and scale solutions without dev time or Laivly support. You control Sidd, in real time.
- Sidd handles the hard stuff. From summarizing complex calls to filling in standardized case notes, Sidd removes friction.
- Sidd drives real, measurable ROI. In a recent 9-week pilot with a 300+ agent legal intake team, Sidd helped improve accuracy while also reducing handle time across multiple call categories—some by as much as 5.7 minutes per call.
Sidd Doesn’t Replace Your CRM. But It Does Make It Smarter.
One of the most common concerns we hear from IT and ops leaders is: “We’ve already invested in Salesforce / Zendesk / Genesys. Why bring in another tool?”
Totally fair.
But Sidd doesn’t replace your CRM or platform AI. It amplifies it.
CRM tools are great at organizing customer data. But Sidd is great at understanding and acting on that data, in real time, at the agent level.
Think of Sidd as a specialist layer, brought in to solve the problems that generic, wide-scope AI tools simply can’t. Because when your agents are juggling dozens of call types, dealing with emotional customers, and navigating complex workflows, they don’t need “more data.” They need the right guidance, and they need it right now.
Real Impact. Real Agent Feedback.
Let’s not forget who this is all for: your agents.
Sidd may seem like a “nice-to-have,” but once agents start using it, they don’t want to go back. In feedback interviews, agents said they relied on Sidd for notetaking and workflow support and would miss Sidd if it were gone. Sidd makes them faster, more accurate, and more confident.
That’s because Sidd reduces cognitive load, streamlines tasks, and frees them up to focus on the human side of the job. And when your agents thrive, so does your whole operation.
Ask the Questions Your Platform AI Can’t Answer
If you’re still weighing whether it’s worth layering on another tool, here are a few questions to ask of your current AI solution:
- Can it adapt to new workflows in minutes, without developer support?
- Does it offer real-time, in-call guidance that agents actually use?
- Can it analyze your knowledge base, flag conflicts, and surface the best response?
- Do your agents see how they performed post-call, and know how to improve next time?
If not, it’s worth asking: what kind of impact are you leaving on the table?
Sidd answers yes to all of the above—because it’s built to be genuinely useful.
Give Your Program Applied Intelligence
Built-in AI might be free or bundled with your platform. But that doesn’t mean it’s delivering results.
Sidd earns its place in your tech stack by solving real-world contact center challenges through configurable, agent-first solutions that scale. It’s not AI for AI’s sake. It’s AI with purpose: tailored to workflows, optimized for speed, and designed to make life easier for agents and ops leaders alike.
The impact? It compounds quickly. With Sidd, improvements with accuracy, consistency, and agent efficiency start stacking up fast—delivering major ROI, sooner than you’d expect.
That’s the Laivly difference.
