Procedureflow, a leading knowledge management platform, has announced a strategic partnership with Laivly, an AI solutions provider for contact centers. The collaboration merges Procedureflow’s visual guidance capabilities with Laivly’s AI intelligence to help agents deliver faster, more accurate, and consistent customer support across all channels.

“Partnering with Laivly allows us to offer agents additional tools and insights to better serve customers,” said Dan Keddy, VP Partner Sales and Channel Management at Procedureflow. “Together, we can help contact centers operate more efficiently and elevate service quality across industries like Retail, BFSI, Hospitality, and Healthcare.”

How the Partnership Works

Procedureflow’s platform guides contact center teams through complex workflows, reducing errors and streamlining processes. Features like Power Shapes allow automation to be embedded directly into processes, while task automation handles CRM updates, ticket creation, and other repetitive tasks—freeing employees to focus on higher-impact work.

Additional tools include:

• Built-in calculators for instant eligibility, payment, or balance determinations

• Display tables that sync data across systems, keeping agents informed without switching platforms

• Visual guidance combined with AI-driven insights to ensure consistent, accurate interactions

Laivly’s AI complements Procedureflow by providing intelligent automation that enhances decision-making and process adherence, enabling agents to respond quickly and consistently to customer needs.

Implications for Contact Centers

By integrating AI with knowledge management, organizations can establish a reliable foundation for AI adoption in customer support environments. Accuracy, accessibility, and actionable insights are critical for industries like BFSI and Healthcare, where compliance and regulatory requirements demand consistent processes.

This partnership reflects the broader industry trend of combining AI with human-centric workflows. Contact centers that adopt integrated solutions like Procedureflow and Laivly can improve operational efficiency, reduce errors, and enhance the overall customer experience—all while keeping employees at the center of the process.

As customer expectations continue to rise, the collaboration underscores a commitment to providing solutions that make customer support faster, smarter, and more reliable.

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