Boost Contact Center Efficiency with Laivly AI Automation
Laivly provides an AI-powered desktop automation platform that empowers customer service agents with real-time intelligence and workflow automation tools.
Overview
Laivly is a technology company specializing in artificial intelligence and automation for the contact center industry. Headquartered in Winnipeg, Canada, Laivly emerged as a spin-off from the global BPO provider 24-7 Intouch, giving it a unique vantage point on the practical challenges of customer service at scale. The company’s mission is to bridge the gap between human empathy and machine efficiency.
Laivly’s primary offering is an AI-powered platform designed to sit on the agent’s desktop, providing real-time assistance, automating repetitive tasks, and streamlining complex workflows. The platform is built specifically for large-scale enterprise contact centers that manage high volumes of customer interactions across multiple channels.
Since its inception, Laivly has focused on solving the "swivel-chair" problem—the inefficiency caused by agents moving between disparate software systems. Their market presence is strongest in sectors with high-complexity customer service needs, such as retail, e-commerce, telecommunications, and financial services. By leveraging a combination of Machine Learning (ML), Natural Language Processing (NLP), and Robotic Process Automation (RPA), Laivly enables brands to improve key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and Net Promoter Score (NPS), all while reducing agent burnout.
Positioning
Laivly positions itself as the "Intelligence Layer" for the contact center. In a market crowded with chatbots and self-service portals, Laivly carves out a distinct niche by focusing on the Agent Experience (AX) as the primary driver of Customer Experience (CX). Their messaging centers on the concept of "Human+": the idea that the best customer service results from humans who are augmented—not replaced—by artificial intelligence.
Strategically, Laivly differentiates itself from:
- General-purpose RPA vendors: By offering a platform purpose-built for the nuances of live customer service rather than back-office data processing.
- Traditional CRM providers: By acting as a connective tissue that enhances existing CRMs rather than trying to replace them.
- Self-service AI: By emphasizing that complex, high-emotion customer issues still require a human touch, and that those humans deserve better tools.
Their brand positioning is sophisticated and operationally focused, targeting COOs, CXOs, and VP-level customer service executives who are looking for a way to realize the benefits of AI without the high failure rate of total automation projects. They lean heavily into their "built by contact center experts" pedigree to establish immediate credibility and trust with enterprise buyers.
Differentiation
Laivly’s product suite is distinguished by its "attended automation" architecture, which allows AI to work alongside human agents rather than in a separate silo. Their flagship platform acts as an intelligent layer that sits on top of existing enterprise tools—such as CRMs, help desks, and proprietary legacy systems—without requiring complex API integrations or backend overhauls.
Key technical differentiators include:
- Visual Workflow Builder: A low-code environment that allows operations teams to map out complex processes and automate them in real-time on the agent's desktop.
- Real-Time Intelligence: The platform analyzes live customer interactions to provide agents with instant "Next Best Action" suggestions, reducing cognitive load and training time.
- Non-Invasive Integration: Unlike traditional RPA (Robotic Process Automation) which can be brittle, Laivly uses advanced computer vision and localized automation to interact with any application interface, making it more resilient to UI changes.
- Compliance and Security: By automating data entry and masking sensitive information, the product reduces human error and mitigates security risks, ensuring that agents only see the data necessary for the task at hand.
By focusing on the "last mile" of the agent desktop, Laivly solves the fragmentation problem where agents typically juggle 10-15 different tabs, consolidating these into a single, streamlined experience.
Ideal Customer Profile
- Company Size: Mid-market to Enterprise (500+ agents).
- Industries: BPO (Business Process Outsourcing), Telecom, Retail, Financial Services, Healthcare, and Travel/Hospitality.
- Technical Profile: Companies with a 'messy' middle—a mix of modern SaaS tools and aging legacy desktop software.
- Pain Points: High agent turnover, long training times (ramp-up), high AHT, and high error rates due to manual data entry.
- Budget: Organizations with a dedicated CX budget focused on operational efficiency and digital transformation.
Best Fit
- Legacy System Modernization: When a CX organization relies on 'green screen' or fragmented legacy desktop applications that lack APIs, Laivly provides a modern interface layer without requiring a backend overhaul.
- High-Volume Contact Centers: For operations where every second of Average Handle Time (AHT) impacts the bottom line, Laivly’s attended automation delivers immediate ROI through task offloading.
- Complex Workflow Orchestration: Best for environments where agents must navigate 5+ different applications to solve a single customer issue, as Laivly can unify these into a single guided workflow.
- Rapid AI Adoption: For companies that want to implement Generative AI (like LLM-powered summaries or drafting) directly into the agent's workflow without switching tools.
Offerings
- Laivly Sidi: The core attended automation platform for desktop orchestration and workflow streamlining.
- Laivly Insights: An analytics layer that provides deep visibility into how agents interact with their tools and where bottlenecks exist.
- Laivly AI Suite: Optional add-ons for Generative AI capabilities, including auto-summarization and real-time agent coaching.
- Managed Services: Turnkey implementation where Laivly’s team builds and maintains the automations on behalf of the client.
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Introduction
Welcome to the definitive evaluation guide for Laivly, a specialized platform designed to transform customer experience (CX) through attended automation and Artificial Intelligence. In an era where contact center agents are overwhelmed by complex tech stacks and repetitive manual tasks, Laivly offers a unique 'human-in-the-loop' approach. This guide examines how Laivly bridges the gap between aging legacy systems and modern AI capabilities, allowing organizations to streamline workflows, reduce Average Handle Time (AHT), and improve both agent and customer satisfaction. Whether you are looking to modernize a fragmented desktop environment or deploy Generative AI at scale within your support center, this guide provides the technical and strategic insights necessary to determine if Laivly is the right fit for your digital transformation journey.
Key Features
- Attended Automation (Sidi): Laivly’s core engine, Sidi, acts as a digital assistant that works alongside the agent, automating data entry, lookups, and cross-system updates in real-time.
- Smart Desktop Overlay: A unified interface that sits on top of existing tools, pulling data from various windows into a single, actionable view, reducing 'toggle tax.'
- Generative AI Integration: Leverages LLMs to provide real-time agent assistance, including automated interaction summaries, suggested responses, and sentiment analysis.
- Visual Workflow Creator: A low-code environment that allows operations teams to build and modify automation logic without deep software engineering resources.
- Real-Time Analytics & Guardrails: Monitors automation performance and ensures that agents remain in control, preventing 'runaway' automations and ensuring compliance.
- Legacy System Compatibility: Patented technology that allows the platform to 'see' and interact with applications that do not have traditional APIs.
Use Cases
- Telecom - Billing Disputes: An agent handles a billing inquiry; Laivly automatically pulls data from three legacy billing systems, identifies the discrepancy, and drafts a credit memo for the agent to approve with one click.
- Retail - Returns & Exchanges: During a chat, Laivly detects a return request, checks inventory in a separate ERP, updates the CRM, and generates a shipping label, reducing the process from 6 minutes to 90 seconds.
- Healthcare - Patient Scheduling: Laivly navigates secure patient portals and legacy scheduling software simultaneously, ensuring that insurance verification and appointment booking happen in a single, unified workflow.
- Financial Services - KYC Compliance: Automatically gathers data from multiple external verification sources and populates the internal compliance tool, flagging risks for the human agent to review.
Pricing Models
- Subscription-Based: Typically follows a SaaS model with monthly or annual recurring fees.
- Per-Agent/Seat Pricing: Most common for contact centers, allowing costs to scale with the size of the support team.
- Implementation Fees: One-time costs for initial workflow design, system integration, and deployment services.
- Value-Based Components: Some agreements may include pricing tiers based on the volume of automations executed or the level of AI features utilized.
- Main Cost Drivers: The number of legacy applications being integrated, the complexity of the automated workflows, and the total headcount of the agent pool.
Technical Requirements
- Operating System: Windows 10 or higher (for the desktop agent component).
- Hardware: Standard modern enterprise workstation (8GB+ RAM recommended for optimal performance with multiple applications).
- Browser: Compatibility with Chrome, Edge, and other Chromium-based browsers.
- Network: Stable internet connection with specific ports open for secure communication with Laivly’s cloud orchestration layer.
- Dependencies: Requires administrative rights for initial installation of the desktop 'smart' layer.
Business Requirements
- Process Mapping Maturity: Organizations must have a clear understanding of their current 'as-is' agent workflows to identify which tasks are candidates for automation.
- Stakeholder Alignment: Success requires buy-in from both IT (for security/access) and CX Operations (for workflow design and training).
- Internal Support Team: While Laivly is low-code, having a dedicated 'Automation Lead' or Business Analyst to manage and iterate on workflows is highly recommended.
- Change Management: A plan for training agents on the new 'augmented' interface to ensure high adoption and trust in the AI's suggestions.
Implementation Timeline
- Discovery & Scoping (2-3 Weeks): Identifying high-impact use cases, mapping existing workflows, and defining success metrics.
- Environment Setup & Connectivity (2 Weeks): Configuring the Laivly platform and ensuring secure access to necessary agent desktop applications.
- Workflow Development & Testing (4-6 Weeks): Building the automated workflows (SIDIGs), testing logic, and validating data mapping between systems.
- Pilot/UAT (2-4 Weeks): Deploying to a small group of agents to gather feedback and refine the automation logic.
- Full Rollout (Variable): Scaling across the enterprise based on pilot results.
- Note: Timeline varies based on the number of legacy applications being integrated and the complexity of the workflows.
Support Options
- Standard Support: Includes access to documentation, email support, and a dedicated ticketing system for technical issues.
- Premium/Enterprise Support: Offers 24/7 availability, accelerated response times (SLAs), and a dedicated Customer Success Manager (CSM).
- Professional Services: Laivly provides expert consultants to assist with complex workflow mapping, custom integrations, and ROI optimization.
- Laivly Academy: Training resources and certifications for internal 'Automation Champions' to learn how to manage the platform independently.
Integration Requirements
- Surface-Level Integration: Unique ability to integrate with legacy applications via the UI layer (desktop automation) when APIs are unavailable.
- API Framework: Supports standard REST/SOAP APIs for modern cloud applications (Salesforce, Zendesk, Shopify, etc.).
- Data Formats: Handles JSON, XML, and structured/unstructured data for AI processing.
- Bidirectional Sync: Can read from and write to multiple systems simultaneously, ensuring data integrity across the tech stack.
- Security Standards: Utilizes secure encrypted tunnels for data transit without storing sensitive PII/PCI locally whenever possible.
Security & Compliance
- SOC 2 Type II: Compliance with industry-standard security, availability, and processing integrity.
- Data Privacy: Designed to be HIPAA and GDPR compliant, with features to redact or mask PII (Personally Identifiable Information) during processing.
- No Data Retention Policy: Option to ensure that sensitive customer data is processed in real-time without being stored on Laivly’s servers.
- Encryption: Full end-to-end encryption for data in transit and at rest.
- Access Control: Robust Role-Based Access Control (RBAC) and integration with Enterprise SSO (Single Sign-On).
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