Celebrating a Year of AI Innovation at LinkLive 🚀

What an incredible journey it has been at LinkLive! Over the past year, we have continued to push the boundaries of AI-integrated customer engagement, transforming Contact Centers as a Service (CCaaS) and Digital Customer Service (DCS).

Today, 30 million patients and 80 million digital banking users rely on our secure conversational AI solutions to enhance communication, streamline operations, and improve customer interactions.

Redefining Customer Engagement with AI

At LinkLive, we are committed to enhancing customer interactions by integrating real-time AI, Retrieval-Augmented Generation (RAG), multi-agent orchestration, and voice intelligence into our platform.

Our AI innovations seamlessly blend automation with human understanding, enabling:

• ✅ Faster response times: Improved average handle time (AHT)
• ✅ Higher first-contact resolution: Enhanced first contact resolution (FCR) and customer satisfaction (CSAT)
• ✅ More meaningful conversations: Driving better engagement and business outcomes

Pioneering AI Solutions: Empowering Agents and Enhancing Customer Experience

Over the past year, we have introduced game-changing AI innovations that are reshaping the way organizations interact with customers.

Agent CoPilot: AI-Enabled Real-Time Assistance for Agents

Built on a Retrieval-Augmented Generation (RAG) framework, Agent CoPilot enhances agent efficiency across voice and chat by providing:

• ✅ Pre-Conversation Support: Context-aware journey mapping and summarization of key customer touchpoints
• ✅ During Conversation: AI-assisted response suggestions, tone and sentiment analysis, and key insights for deeper engagement
• ✅ Post-Call Automation: Summarization, net sentiment scoring, and actionable insights for follow-ups

Chat IVA: AI-Enhanced Virtual Assistant for Dynamic Conversations

Harnessing AI-enabled automation, our Chat IVA provides:

• ✅ Adaptive responses: Human-like, low-latency interactions that dynamically adjust to context
• ✅ Multimodal capabilities: Text, images, and document retrieval for richer customer engagement
• ✅ Seamless escalation: Smooth transfer to live agents, ensuring a friction-free experience

Enterprise Knowledge Base: A Self-Learning AI Knowledge Hub

A fully configurable, AI-enabled knowledge base that allows organizations to:

• ✅ No-code AI assistant: Build a proprietary, ChatGPT-like assistant using simple configuration tools
• ✅ Instant knowledge retrieval: AI workflows for both Agent CoPilot and Chat IVA with accurate, real-time data
• ✅ Security and compliance: Maintain fine-tuned access controls across teams to ensure data protection

Coming Soon: No-Code Voice IVA – AI-Enabled Voice Automation

We’re excited to unveil Voice IVA, a no-code AI voice assistant designed to handle multi-turn, context-aware conversations using Agentic AI and multi-agent orchestration.

With Voice2Voice Streaming Audio, we deliver instant, context-aware responses while maintaining the natural flow of dialogue. This solution is built for:

• ✅ Intelligent information retrieval: AI-driven voice interactions that understand context over multiple turns
• ✅ Task automation: AI-enabled workflow automation, including appointment scheduling and customer follow-ups
• ✅ Seamless human handoff: AI transfers or conferences live agents when needed, ensuring automation with a human touch

The Future of Secure AI-Enabled Customer Engagement

At LinkLive, we believe great customer experiences start with great conversations. By harnessing secure AI integration, real-time automation, and advanced voice intelligence, we continue to:

• ✅ Empower agents: Provide AI-assisted efficiency to enhance productivity and performance
• ✅ Enhance customer engagement: Deliver faster, more confident responses for seamless interactions
• ✅ Drive business success: Optimize workflows through secure AI automation and data-driven insights

As we embark on another year of AI innovation, we’re more excited than ever to redefine the future of customer interactions with security, intelligence, and seamless automation.

Let’s continue transforming customer service together!