Amity LIVELY Contact Center AI Agent

Amity Solutions is the enterprise AI arm of Amity Corporation, a technology group founded in 2012 that reports 20,000+ businesses served, 20+ countries and 700+ staff. Based in Thailand, it offers enterprise AI agents as a service built on vertical AI trained on each client's products, policies and workflows.

LIVELY is its contact center agent. It combines intent AI with generative AI to interpret requests before routing, ask clarifying questions, answer from company documents with cited sources through RAG, and complete goal-driven tasks such as billing checks or product recommendations within guardrails, then hand over to live agents with full context. It runs on LINE Official Account, webchat, in-app and voice, in Thai and English. Sister products cover sales (SAVVY), retail (HANDY) and employees (MITY).

• GenAI routing: interprets, clarifies and splits multi-part requests before routing.
• Generative response with RAG: answers from agreements, fee schedules, SOPs and product sheets with cited sources.
• Agentic fulfillment: completes goal-driven tasks such as billing investigations and upsell within guardrails.
• Human handover: escalates to live chat with the full conversation context.
• Omnichannel: LINE Official Account, webchat, in-app and voice.
• Contact Center LM: domain model trained on ten years of contact-center conversations.

A Vietnamese bank or consumer lender can let the agent answer fee and contract questions with cited sources. A telecom operator can automate billing investigations before handing cases to staff. An insurer can provide instant policy guidance and quotes across chat and voice.

Resolves requests instead of passing them back to a queue, reducing load on human agents. Answers carry their source document, which helps compliance in banking and insurance. Its Contact Center LM, trained on ten years of contact-center conversations, is reported on the website as +36% more accurate and 10 times cheaper to run than a general-purpose model. One conversation model spans chat and voice channels.

Contact centers in Southeast Asia are replacing intent-based bots, which resolve only a small share of requests, with generative AI agents that can act on back-end systems. Banks, telecoms and insurers in the region want agents grounded in their own documents to limit wrong answers.

Part of Amity Corporation, founded in 2012, with 6 global offices and 2 AI research and application centers. ISO 27001 certified, with a GDPR commitment and penetration testing. Client logos include SCG, Samsung, PTT, Mazda, Kerry, Kasikorn, Gulf and AIA.