Contact Center Automation solution that understands natural language and holds extended phone conversations to resolve issues.
Replicant is a Contact Center Automation solution that understands natural language and holds extended phone conversations to resolve issues. Deep integrations with backend systems enable sophisticated use cases like account management, scheduling appointments, order placing, and simple troubleshooting.
Calling customer support is often a frustrating and time-consuming experience with long queues and hold times stretching several hours. Although chatbots are becoming more common, customers often still want to pick up the phone to speak with someone. However, calls are free form and significantly more challenging to automate than chat.
Unlike traditional IVR phone trees which are rigid and only understand basic keywords, Replicant uses advanced AI models to accurately understand customer intent, including through slang and accents. Most importantly, Replicant’s conversations are smooth without awkward delays. Many customers forget they’re speaking with a virtual agent and Replicant’s customer satisfaction scores typically match or beat human agents.
Replicant provides an exceptional and measurable ROI for its customers. The product contains the majority of calls and increases customer satisfaction. Support leaders also see Replicant as core to building a cost-effective voice strategy where agents, who will always be crucial to a holistic customer support approach, can focus on the most nuanced and highest value issues.