Laivly is the company behind Sidd, a contact center AI platform that helps customer service organizations automate, assist, and analyze voice, chat, and email interactions through large language models configured using a company's own policies, procedures, and knowledge base. The platform, Sidd, is built for enterprise contact centers, business process outsourcers (BPOs), and customer experience teams that want AI-driven self-service, live agent support, and workflow automation to work together, rather than as separate tools. Sidd deploys within a company's existing contact center software and systems rather than requiring a platform migration, and each deployment is configured to align with a specific brand's contact drivers, compliance requirements, and operational goals.
The platform is made up of four connected products that function together as the Sidd CX Ecosystem:
--> Sidd Intercept is an AI voice agent that answers calls, determines a customer’s intent from the conversation and priority from connected account signals, and resolves questions directly using the company’s knowledge base. For work it can't resolve on its own, it calls on Sidd Solo to complete the transaction, or transfers it to a live agent running Sidd Duo—with the customer inquiry, relevant details, actions already taken, and reason for handoff already in view.
--> Sidd Solo is a computer-use AI agent that completes defined, repeatable workflows end to end—such as order lookups, cancellations, refunds, and account updates—by using a company’s existing APIs where they exist, or by operating the same software interfaces a human agent would use where they don’t.
--> Sidd Duo is an AI agent assist tool that supports live agents across voice, chat, and email with real-time call transcription, in-the-moment guidance and coaching, knowledge-base lookup, automated case-note generation, and response drafting.
--> Sidd Studio is a no-code configuration and administration layer where operations teams manage agent guidance, user permissions, and connected knowledge sources, and includes built-in analytics covering contact trends, agent performance, and interaction quality.
Because all four products draw on the same underlying knowledge base and configuration layer, a policy change made in Sidd Studio applies consistently across self-service, live-agent support, and automated workflows at the same time, rather than requiring separate updates in separate systems. Contact center leaders use Laivly's platform to reduce manual after-call work, increase the share of contacts resolved without a live agent, apply consistent compliance and quality standards across every interaction, and give agents real-time support without adding new software for them to learn.
Laivly deployments include implementation and customer success teams that work with each client to scope use cases, configure the platform to align with existing systems and policies, train agents and administrators, and review performance after launch to refine configurations and identify additional use cases.
Laivly is a privately held company headquartered in Winnipeg, Canada.
Average Rating: 4.6/5.0
Total Reviews: 37
Who Is the Company Behind Laivly?
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Seller: Laivly
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Company Website:
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Year Founded: 2021
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HQ Location: Winnipeg, CA
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LinkedIn® Page: www.linkedin.com
144 employees on LinkedIn®
Who Uses This Product?
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Top Industries: Consumer Services, Retail
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Company Size: 37% Small, 34% Medium
What Do G2 Reviewers Say About Laivly?
AI-generated summary from verified user reviews
Pros
- Users find Laivly to be extremely helpful for transcription and documentation, enhancing focus and efficiency during calls.
- Users appreciate the responsive customer support from Laivly, which ensures timely issue resolution and enhances their experience.
- Users find Laivly to be incredibly user-friendly, enhancing overall work efficiency and ensuring smooth operation.
- Users appreciate the efficiency of Laivly, enjoying streamlined workflows and improved productivity through seamless integration and user-friendly tools.
- Users find Laivly's simple and fast setup process allows for quick start and seamless integration into workflows.
Cons
- Users report inaccuracy in transcriptions with Laivly, leading to unreliable documentation and frustration during note-taking.
- Users face a steep learning curve for advanced features in Laivly, but support helps ease the transition.
- Users face poor understanding from Laivly, leading to incorrect transcriptions and misinterpretations during calls.
- Users report software bugs in Laivly, leading to frustrating delays in resolution and affecting overall functionality.
- Users feel that the real-time guidance feature requires enhancements for a better experience.
