Workforce Management Featured Article
Laivly Modernizes Call Centers with New AI Platform
Laivly's AI-powered thinking doesn't just suggest the next best actions; it can perform them for an agent, creating a consistent customer experience. The platform's agent assist tool lives directly on the desktop, making it easy to access and use.
As digital channels and self-service are on the rise, organizations must adopt new technologies to keep up with demands of their customers. Contact center employees are spending a large part of their time on non-value added tasks such as data entry or manual workarounds and leading to burn out and high turnover rates.
To help modernize call centers at scale, Laivly, a provider of AI and automation for contact centers, has launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity, increase ROI and deliver better customer experience.
Laivly improves accuracy, saves time, and increases customer satisfaction to drive better business results.
The AI platform sits on an agent’s desktop and works as a cognitive assistant to quickly respond and take over handling repetitive tasks or even answering simple questions so agents can spend the time focusing on other customer needs and improving their productivity rates.
The platform does this by learning how the most successful agents do their jobs and uses that knowledge to then improve work company-wide. Laivly's orchestration layer allows for instant integration with any system.
"Laivly represents a significant leap forward for call centers worldwide," said Jeff Fettes, CEO and founder of Laivly and co-founder of 24-7 Intouch. "There hasn't been a meaningful change in call center technology or work in more than a decade, and customer service has suffered as a result. Laivly's platform changes all of this with a tool that improves customer care and call center jobs almost overnight — ultimately leading to happier customers, call center agents and companies."
Together, the combination of AI, ML and automation helps call centers to streamline workflows, analyze customers on the fly and guide agents to the best possible outcomes. Agents already using the platform have reported they would be unhappy if they had to do their jobs again without the assistance from the AI platform.Edited by Greg Tavarez
