Matt Bruno on How AI and People Work Together to Improve Customer Service

In this talk, Matt Bruno, Chief Revenue Officer at Laivly, explains how Laivly grew during the pandemic and how its AI tools make customer service agents’ work easier and more effective.

Matt discusses why AI projects in contact centers often bring strong results and how Laivly’s platform, Sidd, supports agents by guiding them in real time, automating tasks, and improving customer satisfaction. He also shares real success stories with clients and discusses the future, where agents use AI to build stronger, more personal connections with customers while maintaining the human touch. 

[02:35] Matt’s Career Journey 

[05:16] Challenges and Successes in AI Deployments 

[07:09] Laivly’s Approach to Agent Assist and AI Agent 

[14:56] Technology and Integration at Laivly

[24:03] Examples of Laivly’s Impact on Client Success 

[36:57] Future of Customer Experience and Agent Roles 

Connect with Matt:

LinkedIn: linkedin.com/in/matthew-bruno

Website: laivly.com/

Email: matt.bruno@laivly.com

Mentioned in the episode:

The AI Mindset: Thriving Within Civilization’s Next Big Disruption: amazon.com/AI-Mindset-Thriving-Civilizations-Disruption

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown