LIVELY

Next-generation Contact Center AI agents

The first contact center AI agent that brings together the best of both worlds — the reliability of intent AI and the understanding of generative AI — so the work actually leaves the queue instead of coming back to it.

Talk to Sales

See the Demo

Lively handling three real contact-center conversations across banking, retail, and home-appliance chats

The problem

Intent bots cannot replace human agents

Workload simply does not move from human agents to AI agents.

8% / 25%

used one / would use it again

Gartner

14%

resolved in self-service

Gartner

45%

said it “didn’t understand me”

Gartner

60%

regularly disappointed

Zendesk

Where intent bots break down

Wrong fulfillment, dead ends, or simply a longer road to getting things done.

Fail to understand

—Unclear questions

—Long messages with little essence

—Multiple requests in one message

These are not edge cases. This is how customers actually write.

Difficult to maintain

—Endless template answers and flows

—Maintenance effort grows with every new topic, language or segment

Every improvement adds cost instead of removing it.

Cannot fulfill complex requests

—Product recommendation

—Billing investigation

—Upsell and cross-sell

The high-value conversations are exactly the ones it hands back.

Introducing Lively

The best of both worlds: intent AI and generative AI

LIVELY understands the request before it routes anything, answers from your own documents, and takes action end to end — handing over to a human only when a case genuinely needs one.

Routing

GenAI routing

The agent truly understands the incoming request before it routes anything, and asks back when it isn't clear.

—Asks clarification questions when the request is vague

—Extracts the essence out of long, noisy messages

—Understands and orchestrates multiple requests in one go

Lively's GenAI routing asking a clarifying question about which card before routing the request

Answering

Generative response

GenAI RAG pulls the answer straight out of your own documents — in the customer's own words, in Thai or English.

—Agreements, fee schedules, SOPs and product sheets, kept current

—Finds the passages that actually answer this question

—A grounded reply with the source attached — no templates to maintain

Fulfillment

Agentic fulfillment

An AI agent with a goal and guardrails — so the high-value conversations get finished instead of handed back.

—Product recommendation

—Billing investigation

—Upsell and cross-sell

Lively's agentic fulfillment completing a request against a goal and guardrails checklist

Any channel

LINE OA, webchat, in-app and voice — one conversation model across all of them.

Human handover

Livechat escalation with the full context attached, for the complex cases that are worth a person.

Trained on ten years of contact-centre conversations

Accuracy

+36%

Against a general-purpose model

Cost

10×

Cheaper to run

Languages

TH / EN

Answers in the customer's words

Today · intent bot

"I have a problem with my card" turns into a menu, then another menu, then "Sorry, I don't understand."

With Lively

One question back, then the real answer: the card is active, declined four times in 30 days, every one a tap over ฿1,500 that needs a PIN.