Member - Associate
San Francisco , CA , United States
Replicant is the only conversational AI solution that enables enterprise contact centers to autonomously resolve the majority of tier-1 customer service calls at the same level as human agents.
Unlike CCaaS add-ons and point solutions, which deploy AI to marginally improve customer experiences across a narrow set of use cases, Replicant uses a unique multi-model platform, a voice-first approach, and proven GenAI components to resolve an increasingly complex and expansive range of requests end-to-end. Our platform’s proprietary speech recognition models, which are dynamically selected for each conversational turn, achieve up to 30% higher accuracy than general models, unlocking unparalleled success in challenging tasks such as contextual disambiguation and alphanumeric collection. In addition, our experts expertly design every conversation to reduce escalations and maximize resolutions by capturing complex intents, extracting multiple entities, understanding context, handling multi-turn interactions, and more. With Replicant’s purpose-built platform, contact centers can achieve an industry-leading resolution rate up to 80%, with an average CSAT score of 4.7 out of 5 and a 50% reduction in handle time.
Designed for enterprise-level uses and challenges, Replicant instantly scales in response to real-time demand, allowing contact centers to seamlessly absorb unpredictable spikes in call volumes while maintaining short wait times and eliminating the need for additional staffing. With Replicant, contact centers are able to refocus their human agents on more complex and engaging customer interactions and significantly reduce agent attrition, reflected in up to a 50% decrease in agent turnover. By resolving the majority of tier-1 customer service requests with Replicant, contact centers can reduce costs by up to 50%.
When compared to do-it-yourself toolkits, Replicant excels in its ability to get contact centers operational in weeks, not months, with minimal resources required. Our out-of-the-box integrations and dedicated team of delivery experts enable the Thinking Machine to leverage knowledge bases, access customer data, and orchestrate business processes without overburdening IT resources. Our extensive library of pre-built use cases, battle-tested across tens of millions of calls, leads to risk-free wins in every industry and is proven to significantly cut deployment times while achieving high resolution rates from day one. Prior to deployment, Replicant’s actionable analytics help organizations identify AI-ready call types, providing insights into caller behavior, accurately forecasting the CX impact and cost savings of AI, and helping contact centers build a comprehensive business case. Replicant meets global security and compliance standards and leverages the power of GenAI through a robust Language Layer to increase performance and protect callers with built-in prompt engineering and dialog policies that redact sensitive data and give administrators complete control over every utterance said by the Thinking Machine.
In a competitive market filled with transformative claims, Replicant’s platform is backed by a money-back guarantee on service and licensing costs if expectations are not met—a guarantee that has never been utilized. And with a Net Promoter Score (NPS) of 70 across all our customers, contact centers can join renowned brands like DoorDash, AAA, NJ Transit, and Love’s Travel in scaling AI confidently without the known and unknown risks associated with less proven solutions.
