Solve customer issues over the phone with flexible, natural-sounding AI-powered conversations that accurately recognize customer intent for fast resolutions: Replicant

We see the power of voice all around us. Since Siri came out in 2011, almost everyone (98% of iPhone users, to be exact) have at least tried the voice assistant. The artificial intelligence ingrained into the technology helps voice learn to be smarter, to learn about us as individuals, and to be able to respond to more situations and dialects every week. Voice exists in a few different mediums. Recognizing that voice is everywhere is essential to appreciating how important investing in Voice AI is. Televisions play commercials, grocery stores announce sales, and airports blast flight details. Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service. The company’s initial focus was making Replicant listen closely, think quickly, take actions, and reply fast enough to be conversational. The brain needed to understand complex and colloquial speech patterns and interpret slang and humor. Piece by piece Replicant built elegant tools that allowed them to listen, think, speak, act and interact with the world. Voice is the fastest and most seamless way to communicate with your customers. Authenticate callers and resolve tier-1 customer support issues over the phone using human-like conversations, powered by fast, accurate, and contextual voice AI. Capture and transcribe what your customers are saying on every service call to get real-time, searchable insights into your call data. Send customers an SMS or interact with them on a mobile web page to capture information faster while the Thinking Machine™ waits on hold. Agents no longer have to enter data manually and customers can get self-service effortlessly. Capture and transcribe what your customers are saying on every service call to get real-time, searchable insights into your call data. Connect to existing call center software to automatically escalate calls that require empathy or creativity, providing agents with detailed call summaries so customers never have to repeat themselves. Measure overall customer satisfaction, track average handle time, and discover new trends like competitor mentions, defective products, and upsell opportunities to serve customers like never before.

Crafting great conversations

Integrate with contact center and CRM software to automatically log and resolve tickets and internal systems to take action on behalf of customers without agent intervention. Replicant makes sense of your unstructured call data by automatically transcribing and clustering your historical call recordings and transcripts to discover the key intents driving your model; complete with training phrases for all intents – no human labeling needed to get started. Design conversations in an elegant and powerful user-friendly interface that blends a low-code editor with a visual conversation flow designer. Most importantly, never start from scratch – drop in pre-built conversation modules for common customer support needs like user authentication or email address extraction and leverage a rich library of intents and functions for rapid development. Deployment, collaboration, and versioning are easy with built in CI/CD. Many customer interactions are best had on the phone, but in some cases, require a UI. For example, it’s easier for your customers to choose an available appointment from a calendar or pinpoint a location from a map. For these use-cases and more, Replicant offers visual IVR – a secure, one time link to a mobile-web interface delivered via SMS that makes capturing information simpler.

Serve your customers without limitations

Monitor live calls with real-time transcripts that track progress on every call as they unfold. Escalate calls to a supervisor or agent as needed with built in call controls and capture every word that’s spoken between Replicant and your customers for post-call analysis. Replicant’s proprietary transcription and intent classification engine are trained specifically on lossy 8khz customer support phone call data, yielding 94%+ classification accuracy – the highest in the industry. Customers can also train custom transcription models for specific use-cases with just a few hours of data, ensuring any industry expression or out of vocabulary words are accurately captured so that every conversation is tailored to your needs. A key part of Replicant’s conversation design capabilities is being able to resolve multiple intents in a single turn of a conversation. With Replicant, your callers aren’t limited to asking simple questions; instead, the next time a caller wants to change their billing address and inquire about a refund, they can – in a natural, conversational way.

Gadi Shamia, CEO and Co-Founder

“We built Replicant to end long hold times, frequent call transfers and high customer effort. We built Replicant to give call center executives scalable, elastic customer service that can flex up or down based on customer demand.”