Replicant Expands Channel Support for Contact Center Automation Solution

Whether automation in the contact center is a good thing depends on who you ask. For companies hoping to keep costs down, the answer is likely to be positive. For customers who need more in-depth help than automation can provide, the news may not be so good.

The problem is that not all automation is created equal, according to Gadi Shamia, CEO and founder of contact center automation solutions provider Replicant.

"With hiring challenges and unpredictable call volumes on the rise, more and more contact centers are turning to automation, but simple solutions like Interactive Voice Response (IVR) and standalone chatbots don't resolve customer issues," said Shamia. "Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent customer experiences. Our Thinking Machine is now resolving issues not just over the phone, but also with messaging and digital channels to make this vision a reality."

Replicant’s “Thinking Machine” leverages a shared intent library to resolve customer issues naturally across languages and channels. The company recently announced expanded support across messaging and digital channels. Now consumers can resolve their customer support issues over the phone, through chat, or SMS, and switch between these channels if they choose. Replicant’s solution can help contact centers deploy automation across channels faster with one integrated solution. Contact center leaders can have increased visibility into transcripts for every customer interaction across channels in one unified dashboard to see the full customer journey.

One early user of the expanded solution, Because, has reported improvements in customers’ interactions with the brand.

"By implementing Replicant, we have been able to create consistency in the customer experience," said Kelsey Holshouser, the vice president of customer experience at Because. "We serve older adults, and now our customers can expect the same high level of service regardless of which channel they choose to interact with us through. That has been huge in creating trust in our brand with our customers."

Edited by Erik Linask