Replicant Brings AI to Call Centers During COVID-19

All across the globe, businesses are moving to quickly maintain productivity and efficiency while also allowing their employees to work remotely more than ever before. In response to the crippling Coronavirus pandemic sweeping the nation, many businesses have been looking for tools they can get up and running quickly and that will allow them to maintain their daily functions, undisturbed.

In the call center industry, where responding to customer needs is a top priority, these tools are especially critical.

Replicant.ia, a provider of artificial intelligence-enabled voice technologies has answered the call with the release of its AI Voice Responder that company officials say will offer benefit for call centers under pressure to maintain quality customer relationships.

“Now more than ever, customers need fast responses and AI and automation can help,” said Gadi Shamia, CEO of Replicant. “With the launch of Voice Responder, we’ve provided the best of AI technology that can be deployed in days, demonstrating that voice AI provides significant cost savings and volume elasticity to call centers today that will benefit businesses long-term.”

For many mission-critical businesses, maintaining high levels of customer care is a non-negotiable must-have, even when a national crisis is happening. Reduced staffing and high volumes of calls can increase hold times and potentially drive down satisfaction levels.

Voice Responder is an autonomous AI solution and can be deployed in days. For live agents taking calls, the solution helps prioritize customer calls based on urgency and marks them when completed or queued for optimal efficiency.

For added support, the AI solution also takes care of answering all of the frequently asked questions and common support issues quickly, and without having to use live agents taking more pressing calls. Voice Responder uses natural language to converse with callers and ask then questions as well as respond with needed information just as if a live agent were on the call.

Other features included with Voice Responder include the ability to schedule and automate interactive call-backs. These outbound calls can update customers with information, help them to reschedule appointments and deliver other important information.

Edited by Maurice Nagle