Partnering to drive results
50%Reduction in AHT
70%Reduction in hold times
50%Reduction in call escalations
Short-staffed and long hold times
Meeting customer demand head-on across channels
Automating repetitive, low-impact calls
Agents spent many hours on requests for order and account updates. These calls were automated to allow agents to focus on more strategic sessions.
From cost-center to revenue opportunity
Replicant is not only resolving common issues but also supporting product development and cross-selling — which agents didn’t have time to do before.
Increased agent retention and CSAT
Agents have higher job satisfaction as they don’t have to train for or manage as many calls. Instead, they can focus on delivering better service.
Cutting average handle and hold times
Removing calls from agents’ workloads reduced hold times by 70%. Machine-powered conversations are more efficient, leading to a 50% reduction in AHT.