Laivly

Is this your new favorite boy band? Nah, it's just me with Laivly's Matt Bruno and Jeff Janzen at last week's Midwest Contact Center Association events in Minneapolis and Chicago. Laivly was one of the sponsors, and they were a perfect partner. It started before the event. I needed some data to add to my keynote, Human Service: The Skills AI Can't Replace. Laivly was able to help me out with some new research. At the event, Matt and Jeff were enthusiastic participants. These are the type of people every speaker wants in their audience! Post event, Laivly hosted a wonderful reception in Chicago that was a lot of fun. It was a great opportunity to keep the conversation going about how humans and AI can work together to make customer service better. I've worked with Laivly a few times now, and it's always a great time. Hey Matt and Jeff, maybe we should start that band...

Implementing an AI tool in a contact center is not intuitive, and requires a more deliberate approach. Laivly’s VP of Strategic Growth & Partnerships, Jeff Janzen explains why:

There’s gold in your contact center—if you know how to mine it. Todd Adest, Laivly’s VP of Revenue & GTM Strategy, explains that when organizations pay attention to friction signals in the contact center, they’re gaining insight that helps them become more strategic. In other words: the contact center acts as the nervous system for your business, telling you when something’s working or when something’s wrong. Read more in Todd’s blog, the first in our Executive Series of thought leadership from Laivly’s experts: https://hubs.la/Q048nXCb0

Want to make your contact center AI stick with teams across your organization? Check out our tips for building operational momentum. And get even more info in our blog: https://hubs.la/Q04839Kd0

Just landed! 🛸 In this edition, we explore why successful AI deployments involve ongoing oversight, how to build operational clarity, and more. Check it out! 🪐 🤖

Chicago-area CX leaders! Join us for networking drinks next Wednesday, March 25, at River Roast. Gather with fellow industry pros for conversations over drinks from 5-7 pm — immediately following the MWCCA-hosted event “Humanizing Help: Human Customer Service in an Age of AI” featuring Jeff Toister. Don’t miss it! RSVP here: https://hubs.la/Q0475kwt0

What's the secret to scaling contact center AI beyond the pilot? Laivly CEO Jeff Fettes talks with AI Time Journal about defining clear operational boundaries, considering customer expectations, and making continuous improvements. As Jeff notes, the evidence backs up this approach: "Organizations that focus on clear use cases and operational alignment are now starting to turn their pilots into real infrastructure." Read the full interview: https://lnkd.in/gEhFgYmP

A lot of contact centers are betting on AI that comes bundled with their CCaaS, CRM, or ticketing platform. It feels safe. It feels efficient. It feels like one less vendor to manage. But here’s the tradeoff most teams don’t realize until later: 𝗜𝗻-𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗔𝗜 𝘁𝗶𝗲𝘀 𝘆𝗼𝘂𝗿 𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝗽𝗮𝗰𝗲 𝘁𝗼 𝘆𝗼𝘂𝗿 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗿𝗼𝗮𝗱𝗺𝗮𝗽. That means: - You get AI updates when they ship them - You get capabilities designed for the average customer, not your operation - And your AI strategy becomes harder to evolve without a platform migration For CX leaders, that creates real risk. 𝗔𝗜 𝗯𝗲𝗰𝗼𝗺𝗲𝘀 𝗮 𝗳𝗲𝗮𝘁𝘂𝗿𝗲, 𝗻𝗼𝘁 𝗮 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 When AI is tightly coupled to one system, it’s optimized for that system—not for how agents actually work across tools, channels, and workflows. 𝗙𝗹𝗲𝘅𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝗱𝗶𝘀𝗮𝗽𝗽𝗲𝗮𝗿𝘀 𝗮𝘀 𝗰𝗼𝗺𝗽𝗹𝗲𝘅𝗶𝘁𝘆 𝗴𝗿𝗼𝘄𝘀 The more your operation scales, the more brittle in-platform AI becomes. Custom workflows, blended environments, and nuanced policies don’t fit neatly into “out-of-the-box” AI. 𝗩𝗲𝗻𝗱𝗼𝗿 𝗹𝗼𝗰𝗸-𝗶𝗻 𝗶𝘀𝗻’𝘁 𝗷𝘂𝘀𝘁 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹—𝗶𝘁’𝘀 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 Switching platforms shouldn’t mean starting your AI maturity over from scratch. But with in-platform AI, it often does. The takeaway for CX decision makers: AI should be portable, not trapped It should sit with the agent, not inside a single system And it should evolve with your operation, not limit it Don’t ask, “Does our platform have AI?” Instead, ask, “Can our AI adapt as fast as our business does?”

AI and jobs continue to dominate headlines. In a new Business Insider article on how companies are navigating economic uncertainty and AI adoption, Laivly CEO Jeff Fettes shared his perspective on the conversation many leaders are having right now. "A lot of people have been just waiting for the AI shoe to drop," Jeff told Business Insider. But the reality is more nuanced. AI adoption doesn't happen overnight. And when implemented thoughtfully and strategically, it often changes how work gets done rather than simply eliminating it. Check out the full Business Insider article in our Newsroom. Link in the comments.

AI in healthcare customer service doesn’t need to be flashy to be transformative. The biggest impact is happening quietly, in structured intake, smarter routing, and policy-aligned escalation after hours. We explore how healthcare leaders are introducing AI thoughtfully, strategically, and compliantly in our latest blog: https://hubs.la/Q045K4v50