Data Annotation for Enhancing the Customer Experience

In today’s digital world, there’s a lot of chatter around Artificial Intelligence and Machine Learning models creating a more seamless user experience and data-driven decision making. Data Annotation takes Machine Learning models to the next level by increasing quality, accuracy, and speed throughout the entire process. Data Annotation is changing the way consumers interact with brands, resulting in an improved ... Read More

Case Study: Customer Service Email Solution

In our partnership with a high end beauty brand, we implemented an AI technology solution to help associates handle emails faster and improve productivity going into their holiday ramp season. We introduced SIDD Email, our Artificial Intelligence (AI) associate assist tool to improve productivity and reduce costs across email interactions by automating easy work, predicting email replies, and guiding associates ... Read More

Thought Paper: Content Moderation in the Contact Center

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need for expert content moderators across the globe. Attrition rates among content moderators continue to be alarmingly high, resulting in the development of new strategies to decrease the toll on content ... Read More

Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry

Attrition rates among frontline agents are double, sometimes triple, that of other industries, averaging between 30% to 45%, and this attrition does not decrease simply with wage increases. In fact 45% of Millenials will likely quit a job due to sub-standard technology. We created a self-service technology, called Superpunch, to improve attrition rates across our global contact centers. Superpunch allows ... Read More

Case Study: Reducing Redundancies with AI

Filling out forms is easy… right? It just got a lot easier. Technology is transforming the customer service industry, and we are leading the charge with our Laivly tech division, building cutting edge solutions for our agents to work with every day. In our partnership with a world-leading beauty retail brand, we leveraged our artificial intelligence assistant, SIDD, to improve ... Read More

Case Study: Email Response Efficiency

Technology is transforming the customer service industry, and we are leading the charge for this transformation with our team at Laivly, by building cutting edge technology solutions for our agents to work with every day. In our partnership with a high-end beauty brand, we leveraged our artificial intelligence assistant, SIDD, to improve their email response process. Our SIDD Email implementation ... Read More

It’s the Most Technical Time of the Year

Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to strengthen the human connection they have with their customers. While tech takes care of the transactional elements, customer care teams can focus on the human and emotional components of customer interactions. That’s why it’s so important for brands ... Read More

Why EQ is Key in an AI World

Artificial Intelligence (AI) has been a hot topic in the customer service space for years, and the adoption of it is only going to accelerate. Forward-thinking brands leverage AI as a means to strengthen the human connection they have with their customers. While AI takes care of the transactional elements, customer care teams have the ability to focus on the ... Read More

Three Technologies That Will Transform Customer Service

There’s no denying that customer service is changing. We’re on the cusp of a revolution in how customer interactions are handled, performed, and tracked. With new technologies such as Artificial Intelligence (AI) and chatbots, things are definitely going to get faster and more efficient. However, these technologies also present an incredible opportunity to make customer service more natural, authentic, and ... Read More