LiveX AI

Over the past three months, Wyze has achieved incredible results after switching to LiveX AI Agent: 💡 88% self-service rate (up from 60%)—approaching an industry-defying 90%! 💰 Seven-figure savings in operational costs. 🚀 Notable gains in customer satisfaction (CSAT) thanks to smarter, more personalized support. With LiveX AI's advanced multimodal AI Agents, Wyze is delivering seamless, human-like customer interactions across web, phone, and mobile app channels to over 10M users. By improving customer satisfaction at every touchpoint, Wyze is reducing churn and building lasting customer loyalty—setting a new standard for retention-driven customer experience. Thank you to the great Wyze Team that has been working with us: Yun Zhang Dongsheng Song Bruce Wagner Shawn (Shiyuan) Niu Chuck Courtney Dhruv Rajpurohit Lin Chen Olivia(Yunyang) L. Curious about how much you could save on customer support and boost retention with LiveX AI? Try our ROI calculator to find out: https://bit.ly/3Dn1AZm #CustomerSupport #AIInnovation #Wyze #LiveXAI #CustomerExperience Jia Li Jerry Li Yao Zhao Teri Llach Deepa Sureka Jagbir S Bhatia Jason Egnal Chang Chen

Help Centers need a makeover and we are here to help. The image below shows how we transformed Wyze's help center from a static library of documents, to an interactive support experience that delivers the answers customers are looking for instantly. No more endless searching through out dated guides. Just instant answers that adapt to user requests in real time. The result? A 90% self-resolution rate and $ millions saved in deflected escalations to the contact center. Want to see more? You can find short video demo of our AI Help Center Search linked in in the comments below 👇

“Agentic AI will render traditional CRM obsolete.” - ServiceNow’s CEO Bold claim. But if you’re a CX or Growth leader, it’s worth asking: Why? And what does it mean for how you operate today? CRMs were built for a different era, one where customer interactions were relatively infrequent, linear, and easy to log: – A purchase – A support ticket – A delivery But AI agents changed the game. Today, customer experience doesn’t happen in static stages, it unfolds across dynamic, personalized flows: – A retention save inside a mobile app – A voice agent resolving a refund in 30 seconds – A proactive chat triggered by friction signals These moments are frequent, contextual, and often invisible to your CRM. So what happens? – Your CRM stops capturing the real journey – Visibility drops – And your ability to shape CX in real time disappears But this isn’t a “CRM is dead” post. CRMs aren’t going away tomorrow. Instead, the brands adapting fastest are rethinking the role of CRM in an agentic world. Here’s how: 1. Auto-log key agent interactions as structured events No, it won’t capture the full flow, but it gives you a signal where there was previously silence. 2. Sync across all channels Most service calls are recorded. Few are summarized in CRM. Change that. 3. Run sentiment + risk detection on agent conversations Then pipe that insight into CRM fields. Bonus: trigger retention workflows based on what your agent picked up. 4. Redefine the CRM’s role – The agent platform is your engagement layer – The CRM becomes a mirror—not the engine – Build the bridges: APIs, webhooks, smart summaries The agentic future will need a new system of record. But in the meantime, you can make the one you’ve got a lot smarter.

AI agents are changing in-store retail, and the way we think about CX is changing with it. Last week, The Guitar Center Company launched Rig Advisor, an AI assistant that lives right on the store floor. Shoppers scan a QR code to instantly compare gear, check local inventory, and get recommendations tailored to their musical style. No need to download an app. No staff wait time. Just real-time, intelligent assistance from the store floor. The most forward-thinking brands aren’t adding AI to CX, they’re rethinking what CX is when intelligence is embedded at the edge. Moments that used to slip through the cracks (confusion in aisle 3, hesitation at checkout, frustration after a failed login), now become decisive, revenue-driving touchpoints. More and more, we’re seeing this pattern: 👉 Static interfaces are becoming dynamic assistants. 👉 Help centers are evolving into action layers. 👉 CX isn’t just being supported, it’s being orchestrated. The brands that get this, across fashion, home, travel, and entertainment, are setting a new bar for speed, personalization, and revenue impact. The question for CX leaders isn’t “Should we add AI?” It’s: “Where do our customers wish they had a teammate, but don’t?” Those moments are your biggest opportunity.

Walmart just said the quiet part out loud: The search bar is going away. In its latest AI roadmap, Walmart unveiled an autonomous shopping agent designed to replace traditional keyword-based search. Not assist, not augment, replace. Their vision? A world where customers no longer navigate menus, tap filters, or type out product queries. Instead, they describe a goal like“furnish my new apartment under $3K” and the AI does the rest. This isn’t a chatbot. It’s an agent. And it’s a glimpse into what CX will look like across every industry. ✅ From search → to tasks ✅ From UX flows → to conversations ✅ From reactive answers → to proactive orchestration At LiveX, we call this the agentic shift. Faster service is just one benefit. Custom experiences is another. And it’s already happening in support, retention, and growth flows: – 88% self-resolution with LiveX chat + voice agents – 2× churn deflection with in-app cancel intercepts – End-to-end resolution without a single screen tap Walmart’s roadmap is confirmation that we're heading into the post-search era fast. Is your CX stack ready?

In 2015, Digital sales accounted for 5% of Chipotle's revenue In 2025, digital sales account for 35% 🤯 At this point, it's more of a business model rewrite than a channel shift. With brick-and-morter businesses like Chipotle making over a third of their revenue from digital customer experiences, it's worth investigating how they did it. Digitizing the checkout is just one element of a broader strategy: turning the entire customer relationship into a digital experience. A few ways to create that experience: - An app that gives each customer a unique and evolving profile (the relationship builds in a way that the customer can see and feel) -Personalized offers given at key engagement points -Gamified loyalty programs that incentivize engagement, not just short-term revenue -AI-driven engagement that targets at-risk users For Chipotle, even as in-store traffic dipped, digital engagement surged, and loyalty program sign-ups grew 14% YoY. It’s another proof-point that when done right, digital engagement turns loyalty programs into engines for retention and growth. For CX, marketing, and digital product leaders for B2C brands, the Chipotle case study provides a roadmap. Those who treat digital CX as a revenue system rather than a service layer will win the next era of B2C.

When customers go to your help center, the first thought they have is "this isn't actually going to help and I'm going to need to spend a ton of time sifting through irrelevant How-to-Guides" We fixed that by making help centers searchable and interactive through our AI Search Agent. Here's a quick demo showing how LiveX AI improves the in-app help center for one of our customers. Rather than sort through a library of help articles, customers can simply tell the search bar what they need and our agent will surface the appropriate instructions. This makes it so that 80%+ of basic customer support can be handled instantly through self-serve rather than escalating to a human agent It's a win-win-win situation The customer gets what they need right away Human support agents are not inundated with low complexity tasks, giving them time to focus on the higher touch ones The business saves money on support and boosts LTV by keeping customers happy and engaged AI Search works for DTC brands, B2C SaaS, and consumer services. If you have a digital experience where customers are seeking support, LiveX can help!

Is AI completely rewiring loyalty programs? Short answer is yes, but to understand why, let's outline why legacy loyalty programs can't keep up: 1️⃣ 𝗕𝗮𝘀𝗶𝗰 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝘁𝗼𝗼 𝗮𝗽𝗽𝗿𝗼𝘅𝗶𝗺𝗮𝘁𝗲 𝗮𝘁 𝘁𝗵𝗶𝘀 𝗽𝗼𝗶𝗻𝘁. One-size-fits-all rewards feel generic to customers and don't maximize ROI of loyalty programs. 2️⃣ 𝗦𝗹𝗼𝘄, 𝘀𝘁𝗮𝘁𝗶𝗰 𝘀��𝘀𝘁𝗲𝗺𝘀 𝗰𝗮𝗻’𝘁 𝗸𝗲𝗲𝗽 𝘂𝗽 𝘄𝗶𝘁𝗵 𝗿𝗲𝗮𝗹-𝘁𝗶𝗺𝗲 𝗯𝗲𝗵𝗮𝘃𝗶𝗼𝗿. Legacy platforms operate on batch data and delayed insights, missing critical moments to engage or retain. 3️⃣ 𝗟𝗼𝘆𝗮𝗹𝘁𝘆 𝗶𝘀 𝘁𝗿𝗲𝗮𝘁𝗲𝗱 𝗮𝘀 𝗮 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝘁𝗮𝗰𝘁𝗶𝗰, 𝗻𝗼𝘁 𝗮 𝗯𝗲𝗵𝗮𝘃𝗶𝗼𝗿𝗮𝗹 𝗲𝗻𝗴𝗶𝗻𝗲. It’s often siloed from product and CX, failing to shape habits, deepen relationships, or prevent churn at key friction points. So how does AI disrupt this old model? In a recent study, Forrester showed how AI forward brands like Starbucks are using AI to “identify and incentivize specific members with personalized offers and rewards.” A few specific tactical examples: ✅ Target save offers to the exact user about to churn ✅ Deliver micro-rewards that fit a specific customer's journey, not just their archetype ✅ Dynamic tier adjustments that adjust rewards based on engagement and spend, keeping high-value behaviors top-of-mind. With AI, loyalty no longer has to be reactive. The new model is predictive, adaptive, and continuous. AI doesn’t just know your customer segments. It knows your specific customers. What they value. What they’re at risk of abandoning. What will actually change their behavior. Loyalty strategy is becoming the art and science of orchestrating experience at scale, and it's how brands are shifting loyalty from a marketing function to a growth engine.

As customer acquisition costs skyrocket, retention flywheels have become the most important B2C growth engine. The data explains why: 💸 77% of first-time ecomm buyers never come back 💸 A 5% retention boost = between 25-95% more profit 💸 Your best 10% of customers spend 3× more than the rest 💸 Return customers spend up to 67% more per order If it costs $100 to acquire a customer, keeping that customer for ten purchases versus just one is the difference between a thriving business and a sinking one. So how do the best brands think about the retention flywheel? 1️⃣ They set up systems to identify and intercept churn before it happens 2️⃣ They give customers reasons to stay through personal, targeted experiences 3️⃣ Their support experience is a brand differentiator, not an after thought 4️⃣ Their post-purchase experience is rich with surprises and incentives For CX leaders this is a huge opportunity, because the right approaches can make CX a proactive revenue engine. How is your team thinking about customer retention systems?

Let's take a moment for intern appreciation! At LiveX AI, a core value is investing in young talent, but the truth is we get enormous benefit from the work they do. At liveX, interns: -set up outbound email campaigns -design website elements -help with solution engineering -build AI voice agents -run quality checks on code and much, much more Last week, we bid farewell to Grace Kong and Wee Hung Chiam who each made major contributions to our GTM and product teams. While it's sad to see them go, we are excited to cheer them on as they make more positive impacts in their next adventures. Cheers to all the interns out there, we appreciate you!