Replicant – Empowering agents to focus on more complex and nuanced customer service challenges through an automation revolution

The Silicon Review

Contact center automation is a new and emerging technology that can help transform your contact center. It enables the execution of automated tasks in real-time while customers are in an active discussion with frontline employees. As part of this experience, digital assistants are leveraged to acquire customer information or complete tasks in disparate systems in a fraction of the time. Among the numerous benefits of contact center automation are greater operational efficiency, increased customer and employee satisfaction, and proven cost savings and revenue growth. An expertly integrated automation program can enhance the performance and culture of any contact center, regardless of industry. Contact center automation can dramatically improve the operational performance of a contact center. By leveraging digital assistants, contact centers can eliminate much of the non-value-added work that frontline agents do while making it easier to resolve a customer’s query the first time. Contact center automation can also make for happier and more engaged employees.

The speed and simplicity enabled by automation allows frontline employees to have better, more engaging interactions with customers. Replicant is one such company that was founded on the belief that machines are ready to have useful, complex conversations, which will transform the way they interact with the world, starting with customer service. As a leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls. Its AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. It is serving some of the largest contact centers in the Fortune 100 and growing rapidly. Replicant has built a Voice AI platform that is designed to solve tier-one customer service problems over the phone. It integrates into call center software and CRMs and can answer calls, resolve issues and transfer more complex calls that require a live agent, in real-time. The company has customers across industries like Insurance, E-commerce, Consumer goods, Collaborative Economy, and more.

Replicant's Industry-Leading Contact Center Automation Platform

Peplicant's Contact Center Automation Platform offers machine-powered conversations that are natural sounding, contextually aware, and respond to multi-intent issues. The NLU brain distinguishes human audio from background noise and reduces latency to less than a second between turns, creating natural conversations. The platform enables customers to power voice and messaging channels with a central conversation engine that uses the most advanced AI and machine learning technology to create smooth, on-brand conversations. The users will get consistent and reliable experiences that eliminate wait times regardless of the channel they reach out to. They can analyze transcripts for every customer interaction across every channel in a single dashboard that makes it easy to get the data they need to drive operational excellence. The platform offers transcription that’s purpose built for customer service converts speech to text with 20 percent lower word error rate for accurate resolutions. With inference accuracy rates over 96 percent, customers can ask complex, multi-intent questions for more dynamic conversations.

The platform leverages entity extraction and smart matching to accurately collect names, emails, payment info and more. The customers can give machines human-like skills, including the ability to handle hold states, recognize silence, traverse an IVR, and more. One can handle telephony, escalations, and orchestration across voice, text, and chat for smoother conversations across channels. Customers can deploy the best of conversational design principles across every conversation and use case so that they never starting from scratch. Get real-time insights into dispositions, CSAT, escalation reasons and much more. Set up A/B tests and update call scripts with self-service editing to constantly improve conversations. Continuously improve conversations. Update conversations with point-and-click script editing to scale the best conversations to every customer with Conversation Builder. Save agent-hours and cut BPO costs by managing high volume calls through automation and get CSAT that’s on-par or better than with agents. Automate every customer with best-in-class success rates using a process that is secure and HIPAA, SOC 2, PCI, and GDPR compliant. Give customers the ability to self-service on their channel of choice and remove routine tasks from their agents’ workload. Leverage automation to accurately interpret commands and route customers to the right agent along with transcription notes for a smooth handoff. Proactively serve customers across channels with timely updates and reminders for a superior experience and improved customer retention. It allows customers to use the preferred channel any time with no wait, allowing them to book more business while empowering customers.

The Formidable Leader

Gadi Shamia is the Co-Founder and Chief Executive Officer of Replicant. He is a serial entrepreneur and a deep thinker who believes in the power of AI to make people better. Gadi has been delivering innovation to help customers have better service experiences for more than a decade. He helped grow and sell Echosign to Adobe for $400M in 2011 then went on to lead Talkdesk which most recently raised $230M at a $10B valuation.