Contact Center Automation Company Replicant Announces New Funding Round

Natural sounding and fruitful conversations between customers and automated systems are a goal of the call center industry. While automation may never fully replace human agents, it can ensure that workers aren’t bogged down by routine calls and are free to handle the more complex customer queries. For this reason, companies that offer technology to foster these natural-sounding conversations are seeing positive momentum.

Contact center automation company Replicant announced it has closed its Series B funding of $78 million, bringing its total funding to more than $110 million. Led by Stripes, with participation from Salesforce Ventures, IronGrey and Omega Venture Partners, along with returning investor Norwest and founding investor Atomic, the new capital will allow Replicant to make significant investments in product, sales and marketing.

“Replicant is remaking the $1.3 trillion customer service industry to solve today's universal and urgent customer service problem,” said Ron Shah, partner at Stripes. “Replicant has cracked the code with an amazing product offering that delivers real, natural-sounding conversations between machines and humans to truly solve, and not just deflect, customer issues.”

According to Replicant, its technology helps companies retain their customers, build brand loyalty and reduce costs, by automating some contact center work and solving common customer service issues with no wait or need for human intervention. Replicant’s “Thinking Machine” was custom-built to handle complex issues, across channels, in almost any language, and successfully resolve 85 percent of them. Replicant’s customers can offer 24/7 customer service, with infinite scale, and at half the cost, while improving key customer metrics like Customer Satisfaction Scores.

“Customer experience today is the worst it’s ever been,” said Replicant CEO Gadi Shamia. “Contact centers are facing an emerging business crisis with fewer agents, rising costs, unpredictable call volumes, and a nation stuck on hold. An increasing number of customer-centric companies, like AAA, ADP, and DoorDash, are bucking that trend by raising the industry’s bar for great customer service and automating their front-line customer calls to get people answers quickly.”

Edited by Erik Linask