Laivly provides an AI-powered desktop automation platform that empowers customer service agents with real-time intelligence and workflow automation tools.
Laivly provides an AI-powered desktop automation platform that empowers customer service agents with real-time intelligence and workflow automation tools.
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.
Company Differentiation
What sets Laivly apart as an organization is its deep-rooted heritage in the contact center industry. Born out of 24-7 Intouch, a global leader in customer care, Laivly was built by people who understand the daily frustrations of front-line agents. This "practitioner-first" philosophy permeates their company culture; they do not view themselves as just another software company, but as a strategic partner in operational transformation.
Their business model is uniquely focused on the "human-in-the-loop" philosophy. While many AI companies aim for total automation to eliminate headcount, Laivly’s core values center on empowering the existing workforce. This approach fosters a culture of innovation that prioritizes agent retention and job satisfaction as much as it does technical efficiency. Their customer success model is highly consultative, involving deep dives into existing workflows to identify friction points that software can solve, rather than forcing a one-size-fits-all tool into a complex environment. This empathy for the agent experience, combined with a rigorous focus on measurable ROI, makes them a unique player in the enterprise CX space.
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.
Product 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.
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Boost Contact Center Efficiency with Laivly AI Automation
