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The National Customer Rage Survey: 3 TakeawaysA recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…
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5 Steps to Nailing Omnichannel CX Automation
Customers expect businesses to provide a seamless and consistent experience across all channels. But they…
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How Can I Help: How the Thinking Machine Automates Intake Flows
Agents spend countless hours capturing repetitive customer information like names, order numbers, addresses, and request…
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Replicant Wins Stevie Award in Sales & Customer Service Category
Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…
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Conversation Design: The Key to Effective Contact Center Automation
There are many reasons why automation has become an obvious solution for contact centers aiming…
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Travel & Hospitality Brands Deliver 5-Star Service With Contact Center Automation
Let’s face it. Even though the contact center crisis has impacted nearly every industry, no…
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Breaking Down the Key Differences Between ChatGPT and Replicant
You’ve probably heard of ChatGPT by now. OpenAI’s automated chatbot – which crossed 1M users…
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ECSI Saves $1.5M Automating Front Desk Calls With Replicant
Who is ECSI? ECSI is the leading provider of accounts receivable management for campus-based student…
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Six Companies Experiencing Profit Margin Miracles with Replicant
1. 35% Net Monthly Savings for OnProcess OnProcess provides a service that helps their customers…
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Six Ways To Navigate the Customer Service Risks of ChatGPT
Before the ChatGPT hype, another generative AI swept the internet: AI image creators. Like ChatGPT,…
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Ring for Assistance: How the Thinking Machine Automates Front Desk Calls
First impressions can make or break customer experiences. Unfortunately, most IVRs usually do the latter….
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What Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
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10 Misconceptions About Contact Center Automation
Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…
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What ChatGPT Means – and Doesn’t Mean – for Contact Centers
ChatGPT has taken the internet by storm. The powerful chatbot from OpenAI, which provides long-form…
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Why OnProcess Went All-In On Automation
Why OnProcess Went All-In On Automation Contact Center Automation’s ability to transform customer service operations,…
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Roadmap: Automate Appointment Scheduling With the Thinking Machine
Appointment scheduling can take up hours of your contact center agents’ time. But finding an…
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Call Center Automation Software in 2023
The new year is always a great time to pause and take stock of what…
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Contact Center Automation Is A Soothing Ginger Ale for Airlines
Customer experience leaders are hard at work assessing the year that was and planning for…
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ReplicantAI Contact Center: A Faster and Personalized Customer Experience
Technology has accelerated so quickly over the last several years that customers’ expectations have skyrocketed….
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ReplicantWhat is Voice IVR and Does Your Call Center Need It?
Most call center agents and business owners have a good idea of what interactive voice…
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Help Is on the Way: How the Thinking Machine™️ Automates Dispatch Requests
Brands like AAA trust Replicant’s Thinking Machine to automate thousands of dispatch calls every week….
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ReplicantBoost Customer Service with AI Chatbot Software: Find Out How
Excellent customer support is part of the cost of doing business in today’s world. In…
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Roadmap: Automate Dispatch With the Thinking Machine™️
Dispatch calls can take up hours of your contact center agents’ time. But finding an…
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ReplicantConversational AI For Customer Service: The Future
To be successful, businesses must constantly think ahead, predicting the future and making decisions based…
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ReplicantAI Contact Center: Improving Tier One Call Resolution
For the vast majority of people, calling a business to request basic information such as…
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ReplicantReplicant: The Alternative to Call Center Outsourcing Solutions
For years, many organizations have tried call center outsourcing solutions to manage peak seasons, labor…
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CX Wrapped: The Best and Worst From 2022
According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…
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ReplicantConversational AI Bots Are So Much More Than Just Chatbots
When company owners and call center agents see the array of call center solutions and…
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ReplicantCall Center Automation: The Best Calls to Automate in Your Contact Center
If you’re ready to implement a call center automation solution, you may be wondering which…
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ReplicantSmart Call Center IVR: Refining a Long-Standing Problem
When it was developed, call center IVR (interactive voice response) changed the way call centers…
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Scheduled Success: How the Thinking Machine™️ Automates Appointments
Your customers want simple and convenient ways to schedule an appointment. The problem? Appointment scheduling…
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Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation
Nine out of ten contact center leaders agree: automation is a critical priority in overcoming…
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ReplicantImprove Customer Satisfaction with AI Customer Service
Customer expectations are incredibly high. Consumers are used to ordering products and services from their…
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ReplicantWhat Are the Best Contact Center Solutions for 2023?
As another year comes to a close, companies are beginning to look forward to 2023….
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Resolve 2022: 7 Tips for Getting Started with Automation
One of the most illuminating sessions at Resolve 2022 came from Replicant customer ECSI. ECSI,…
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ReplicantUnderstanding Virtual Agents and Their Role
Many technologies have been designed for contact centers, and each of them has a specific…
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9 Tips to Design Automated Conversations That Actually Work
Contact Center Automation is a sophisticated customer service solution powered by a combination of advanced…
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ReplicantThe Future of Contact Center Automation: Key Tools and Trends
The current trajectory of automation and artificial intelligence seems to indicate that there will continue…
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Resolve 2022: What’s Next For Contact Center Automation?
The future of contact centers is constantly changing and impossible to predict. But at Replicant’s…
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Swimming Against the Current: Empowering Your Business During an Economic Downturn
The late-summer news that the U.S. had likely entered a recession didn’t come as a…
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Believe the Hype: How Replicant is Positioned to be a Breakout Star in Customer Service
Gartner recently published its latest “Hype Cycle” for 2022 which identifies key areas driving technology…
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The Problem With Pricey Agent Productivity Solutions? There Aren’t Enough Agents
Contact Centers Need Solutions That Address the Root Problem Today’s contact center agents have never…
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10 Takeaways From Resolve 2022: Transforming the Customer ExperienceIn just the last year, contact center leaders have faced mounting pressure from a tightening…
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ReplicantThe Benefits of an Omnichannel Call Center
In the last three years, the world has been impacted by the pandemic, a labor…
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ReplicantAutonomous Customer Service: The Future of Customer Care
In recent years, a vast number of processes in a variety of industries have been…
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Resolve 2022: How to Realize Value From Contact Center Automation
Part of what makes Contact Center Automation such an impactful solution is that it’s not…
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Resolve 2022: Can Machines Really Converse With Customers?
The history of AI is the history of thinking. It has roots in philosophers like…
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Customer Service Call Center: 5 Tips to Improve CX
The number one way many businesses communicate with their customers is through their contact center….
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AI Chatbots: What Are They and How Do They Work?
Many people today are familiar with the concept of artificial intelligence (AI) as well as…
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Resolve 2022: How Replicant Designed Compliant Conversations for Digital Beginners
For most of us, interacting with a machine is nothing new. Full generations have lived…
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AI Customer Support: How to Enrich Your Customer Experience
Years ago, if you asked customers what they thought of AI customer support, you would…
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Conversational AI vs Chatbots: What’s the Difference?
If you’re exploring technology and automation for your contact center, you may be curious about…
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5 Questions CX Leaders Should Ask During Holiday Spikes
Most contact center leaders are familiar with some of the key strategies for navigating the…
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Traditional vs. Remote Call Center: A Comparison
When you think of a traditional call center, the image that comes to mind is…
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How To Choose the Best AI Chatbot For Your Call Center
Consumers today are accustomed to looking for a “chat” button on any webpage they visit….
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ReplicantWhat CX Leaders Need to Know About Composability
Customer service has reached an inflection point. Fast and modern experiences are no longer a…
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Conversational AI Platform: What It Is and How It Works
The aftermath of the global pandemic of 2020-21 continues to affect just about every industry…
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Could an AI Call Center Totally Replace Live Agents?
Artificial intelligence is a hot topic in just about every industry today. One of the…
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Call Center IVR ExplainedIf you’ve ever called a business and interacted with a system that directs you to…
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Thinking About Call Center Outsourcing? Try This
The aftermath of the global pandemic of 2020 has resulted in a combination of increased…
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Automation & Accessibility: Providing Customer Service For AllThere’s little doubt that Contact Center Automation is a transformative resource that’s creating positive change in customer…
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The Data-Backed Contact Center Automation Action Plan
Contact Center Automation has gained widespread adoption across the customer service world. It’s being used…
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Replicant’s Conversational AI PlatformFounded five years ago, Replicant has been faithful to its mission of “crafting great human-to-machine…
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Autonomous Customer Service – How This Technology Works
When business owners decide to implement AI in customer service, it’s important that they understand…
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The 6 Biggest Barriers to Automation According to Contact Center Leaders
According to the 2022 Benchmark Report, almost all contact center leaders (91%) report that automation…
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Increase Call Capacity With Call Center Automation
When new business owners set up their customer service department, they often view it as…
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What’s Your Cost Per Call?
A lot has changed since the first contact centers were formed in the late 20th…
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A Look into the AI Contact Center of the Future
There’s a reason why futuristic movies, books, and shows are popular. Everyone loves the opportunity…
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The 5 Top Priorities for Contact Center Leaders (and How They Plan To Achieve Them)Ask anyone who’s called into a contact center in the last year, and they can…
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Back to School: Contact Center Automation 101
Now that fall is in the air, it’s officially back-to-school season! What a perfect opportunity…
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Cloud-Based Contact Center Solution Providers: A Comparison
Customer service centers have made leaps and bounds over the past several years in terms…
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Customer Service, Digital TransformationHow an AI Call Center Can Outperform a Traditional Contact Center
When it comes to technology, every business wants to understand how it will approve processes,…
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How Enterprise Contact Centers Really Feel About AutomationCustomer service and automation have been loosely tied together for many years now. But new…
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How to Use Contact Center Automation to Scale Your Business
Having more of something – especially in the business world – is a double-edged sword….
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Customer Service, Digital TransformationAI, the Future of Work, and Replicant
Replicant co-founder and CEO Gadi Shamia recently joined the AI and the Future of Work podcast for…
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Customer Service, Digital TransformationThe 5 Most Important Contact Center Stats in 2022 (So Far)
At the start of the year, enterprise contact centers were hoping for a return to…
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Customer Service, Digital TransformationWebinar Recap: How to Recession-Proof Your Contact CenterLabor shortages and unpredictable customer demand have defined much of the past two years for…
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Replicant’s Call Center Workforce Optimization Explained
The idea of contact center optimization is often no longer a differentiator but, instead, has…
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Omnichannel Contact Center Solutions That Work
Imagine your customers ordering a product on your website and your company is able to…
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Customer Service, Digital TransformationBenchmark Report: Contact Center Automation is Moving to the Mainstream
Contact center leaders are facing the hardest customer service climate in history. According to new…
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The Virtual Call Center Software Top Companies Use and Why
As the virtual call center becomes a reality for more and more companies, it’s understandable…
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Customer Service, Digital TransformationCustomer Service Innovator Spotlight: Mike BowmanReplicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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What is Autonomous Customer Service?
While many industries are struggling with a tight labor market, customer service centers may have…
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Contact Center Automation Use Cases
Contact center automation is most useful for repetitive, predictable tasks. Tier One calls that are…
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Why a Cloud-Based Contact Center is Best
It’s easy to understand why more technologies have moved to the cloud. When it comes…
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Customer Service, Digital TransformationReplicant Named ‘Hot Vendor’ by Aragon Research
This month, Replicant was selected as one of four Hot Vendors in Conversational AI for…
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The US Is in a Recession: Here’s What Contact Centers Need to Know
Replicant’s free resources offer tips and strategies for a recession-proof customer service operation The American…
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Customer Service, Digital Transformation3 Ways Customer Service Automation Saves Money
Making decisions when it comes to technology can sometimes feel like a catch-22. Most organizations…
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Customer Service, Digital TransformationThe Best Contact Center Solutions Explained
For something to be dubbed “the best,” a user’s expectations should not just be met….
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Customer Service, Digital TransformationDoes Your Contact Center Use Conversational AI? It Should
The word “conversation” is defined as “a talk, especially an informal one, between two or…
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Customer Service, Digital TransformationThe Best Call Center Outsourcing Solution Includes This
It’s no surprise that contact centers today are struggling. High and fluctuating call volumes, labor…
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Customer Service, Digital TransformationCustomer Experience Automation – Why Companies Prefer TechnologyAutomation technology and live agents. It’s easy to see why this has historically been a…
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Customer Service, Digital TransformationContact Center Outsourcing vs. Customer Experience Automation
Are you looking for a way to improve your customer interactions with your contact center?…
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Customer Service, Digital TransformationCall Center Automation – Why Choose Replicant?
Outsourcing is one of the first solutions that come to mind when a company expands,…
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Customer Service, Digital TransformationChecklist: 10 Steps To Recession-Proofing A Contact Center
Extended periods of economic uncertainty are inherently speculative. But as questions continue around the immediate…
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Customer Service, Digital TransformationHow Call Center Automation Software Works
Call center technology has evolved over the years from a simple telephone interaction to a…
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Customer Service, Digital Transformation5 Keys To A Recession-Proof Brand
Brands can thrive – even amid economic uncertainty The Great Recession of 2009 saw one…
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Customer Service, Digital TransformationThe Thinking Machine Contact Center Technology
We are in the era of artificial intelligence and machine learning. Just about every market…
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Customer Service, Digital Transformation5 Ways Automation Can Future-Proof Your Contact Center
Contact Center Automation: Built to Withstand Over the past three years, contact centers have been…
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Customer Service, Digital TransformationContact Center Technology in 2022
The Contact Center Technology Businesses Need in 2022 Every company relies on a group of…
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Customer Service, Digital TransformationCustomer Service Innovator Spotlight: Michelle Deese
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Customer Service, Digital TransformationHow A Recession Would Impact Contact Centers
How Leaders Can Prepare for an Economic Slowdown Depending on who you ask, the US…
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Customer Service, Digital TransformationCall Center Solutions To Increase ROI
Increase ROI With Better Call Center Solutions As technology becomes more advanced, customers are quickly…
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Customer Service, Digital TransformationWhich Call Center Software Do Businesses Use?
Which Call Center Software Should I Use? Selecting the right call center software can be…
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What You Need to Know About Conversational AI for Contact Center Automation
Contact Center Automation is an emerging category in which companies automate their most common customer…
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Customer Service, Digital TransformationUsing Autonomous Customer Service Software 2022 | Replicant
The Autonomous Customer Service Software To Use in 2022 When the global pandemic of 2020…
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Customer Service, Digital TransformationHow Contact Center Automation Reduces Costs
Reducing Costs With Contact Center Automation Cost reduction is the overall goal of every organization…
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Customer Service, Digital TransformationReplicant Wins #1 AI-Driven Solution at SIIA CODiE Awards
Replicant Receives SIIA CODiE Award for Best Artificial Intelligence Driven Technology Solution This week, the…
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7 Benefits of Contact Center Automation for Customer Service
Contact Center Automation is quickly changing the way businesses engage with customers and how customers…
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Customer Service, Digital TransformationDTC Brands Drive CX With Contact Center Automation
Direct-to-consumer businesses rely on great customer service According to e-Marketer, Direct-to-consumer (DTC) eCommerce sales are…
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Customer Service, Digital TransformationThe Conversational AI Platform for Businesses
The Conversational AI Platform Your Business Needs When businesses are looking to elevate their customer…
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Customer Service, Digital Transformation2022 Advanced Call Center Technology Includes AI
Advanced Call Center Technology Includes AI in 2022 Technology has been part of call centers…
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Customer Service, Digital TransformationCustomer Service Innovator Spotlight: Tom Dietrich
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Customer Service, Digital TransformationWebinar Recap: Because Overcomes Agent Staffing Woes With Replicant
Overcome Agent Staffing Woes with Omnichannel Contact Center Automation Recently, we were fortunate to be…
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Customer Service, Digital TransformationHow to Enhance Your Call Center Experience
How Technology Enhances the Call Center Experience It’s more important than ever for businesses to…
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Customer Service, Digital TransformationAdding Automation to Every Customer Service ChannelReducing inbound customer requests has always been a priority for contact center leaders. But up…
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Customer Service, Digital TransformationWhy Use Customer Service Automation Software?
Why Businesses Use Customer Service Automation Software With hiring challenges and unpredictable call volumes on…
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Customer Service, Digital Transformation15 Biggest Benefits of Contact Center Automation
Contact Center Automation transforms every side of the customer service journey Contact Center Automation is…
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Customer Service, Digital TransformationWhat Is a BPO Call Center? Learn More Now
What is a BPO Call Center? For years companies that required additional customer service support…
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Customer Service, Digital TransformationThe Cloud-Based Contact Center Explained
What is a Cloud-Based Contact Center? A cloud-based contact center can handle all inbound and…
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Customer Service, Digital TransformationLook for this in an Enterprise Call Center
Important Things to Look for In An Enterprise Call Center An enterprise call center is…
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Customer Service, Digital TransformationWhy Siloed Automation Strategies Fail
How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….
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Customer Service, Digital TransformationConsistency: The Key to Omnichannel Customer Service
How a Holistic Automation Solution Brings Customers Familiar Experiences Today’s customers put up with a…
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Customer Service, Digital TransformationTalk, Text or Type: Transform Your Contact Center With Replicant
Contact Center Automation is Revamping Customer Service Customers expect great service no matter what their…
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Customer Service, Digital TransformationReplicant Announces Expanded Support Across Messaging and Digital Channels
Automate Every Channel in Any Language Early on in our company history, Replicant made the…
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Customer Service, Digital TransformationThe Best Contact Center Outsourcing Solution
Why The Best Contact Center Outsourcing Solution is AI When companies consider a contact center…
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Customer Service, Digital TransformationMyth: Automation is Bad for Customer Service Agents. Here’s Why.
Contact Center Automation is putting to rest common AI misconceptions When people think of Artificial…
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Customer Service, Digital Transformation8 Key Features: How to Identify Contact Center Automation
Know What Your Contact Center is Looking For A 2021 McKinsey survey indicated that AI adoption…
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Customer Service, Digital TransformationThe 5-Minute Roadmap to Contact Center Automation
Getting Started With Contact Center Automation Companies often take a step-by-step approach to unlocking the…
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Customer Service, Digital TransformationHow Contact Center Automation is Different From Other Solutions
What Makes Contact Center Automation Different? Contact centers represent an extremely large market with several…
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Customer Service, Digital TransformationThe Call Center Technology Top Call Centers Use
Call Center Technology Top Call Centers Use Includes AI Call center technology at its essence…
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Customer Service, Digital TransformationWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
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Customer Service, Digital TransformationCustomer Service Innovator Spotlight: Vanessa Hardy-Bowen
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Customer Service, Digital TransformationA New Era of Customer Service
Contact Center Automation: The Preferred Path Forward The last two years have made a lot…
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Customer Service, Digital Transformation3 Things Top Call Center Outsourcing Companies Have | Replicant
Top Call Center Outsourcing Companies Have These 3 Things Businesses in the United States have…
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Customer Service, Digital TransformationBuilding the Contact Center Automation Category: Replicant’s $78M Series BIt was January 24th in Winnipeg, Canada. The temperature was close to zero degrees Fahrenheit….
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Customer Service, Digital TransformationUS Based Call Center vs. Conversational AI
Comparison: US Based Call Center vs. Conversational AI Serving the needs of customers who call…
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Customer Service, Digital TransformationCustomer Service Innovator Spotlight: Hannah Day
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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Contact Center, Voice AIContact Center Automation: Why Voice is King for CX
Voice Automation Has Fueled the Rise of Contact Center Automation Contact Center Automation has become…
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Customer Service, Digital TransformationDoes Contact Center AI Really Work?AI Customer Support – Does Contact Center AI Really Work? Contact center AI is just…
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Contact CenterHow to Meet Customer Demand, Flatten Call Spikes, and Lower Contact Center Costs With Automation
Protect Your Contact Center From Rising Unpredictability Using Automation Scaling contact centers with human resources…
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Conversational AIContact Center Automation vs. IVRs: What’s the Difference?
Contact Center Automation Is Refreshing the Customer Experience The phone has long been customers’ preferred…
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Customer Service, Digital TransformationIVR Pricing and Conversational AI Comparison
IVR Pricing: How Its Value Stacks Up Against Conversational AI They say “you get what…
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Customer Service, Digital TransformationWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
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Contact CenterWhat the Pandemic Revealed About Contact Centers
Customer Service Has Changed For Good For years, contact centers have operated on multi-year plans,…
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Customer Service, Digital TransformationHow to Use Contact Center Data to Improve Agents
Training Agents Just Got A Whole Lot Smarter Customer service agents have never needed help…
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Customer Service, Digital TransformationCustomer Experience Automation & Conversational AI
Why Customer Experience Automation Should Include Conversational AI Today’s customer experience automation should always include…
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Customer Service, Digital TransformationContact Center Automation: 6 Months From Now, You’ll Wish You Started Today
Don’t Wait, Automate A few years ago, 76% of contact centers were planning to invest…
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Customer Service, Digital TransformationThe Rise of Contact Center Automation in 12 Stats
The Numbers Behind Contact Center Automation’s Rapid Adoption Digital transformation was already well underway in…
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Customer Service, Voice AI10 Challenges Contact Centers Can Navigate With Automation
Contact Center Automation Is Built for Today’s Challenges As customer service and support organizations look…
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Customer Service, Digital TransformationCall Center Outsourcing Services: BPO vs. Conversational AI
Call Center Outsourcing Services: BPO vs. Conversational AI Every year, artificial intelligence (AI) technology becomes…
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Customer Service, Digital Transformation7 Things You Could Accomplish in the Time You’ll Spend Waiting for Customer Service
What would you do with 43 days? A report from 2016 found that half of…
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Contact CenterHow Short-Staffed Contact Centers Can Overcome Summer Spikes
Seasonal Spikes Don’t Have to Mean Hiring Scrambles With much of the world emerging from…
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Customer Service, Digital Transformation8 Stats That Show How Customer Service Agents Have Changed
Customer Service Representatives Are Evolving This month, we’ve taken a look at the ways in…
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Customer Service, Digital TransformationContact Centers Before and After Deploying Replicant
How Contact Center Automation Transforms Customer Service When done right, customer service can be your…
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Customer Service, Digital TransformationCall Center Outsourcing Companies: Why to Choose Replicant over BPOs
Call Center Outsourcing Companies: Why to Choose Replicant over BPOs At first glance, business process…
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Customer Service, Digital Transformation11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
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Customer Service, Digital TransformationWhat is a Contact Center vs a Call Center?
What is a Contact Center vs. a Call Center? Successful contact center management or call…
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Customer Service, Digital TransformationThe Hidden Costs of the Contact Center Crisis
The Underlying Effects of the Contact Center Crisis Many of the causes for today’s contact…
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Customer Service, Digital TransformationContact Center Automation Trends in 2022
Contact Center Automation Trends in 2022 Contact centers are constantly evolving, and with new technology…
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Customer Service, Digital TransformationThe Perfect Storm: Why Contact Centers are in Crisis (and How They’ll Recover)
What Is the Forecast For Contact Centers ‘Weathering the Storm?’ Every contact center is different….
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Customer Service, Digital TransformationThe Consequences of Rising Call Volumes (and What To Do About It)
Contact Centers Can’t Keep Up With Skyrocketing Call Volumes Catastrophic weather events. Cybersecurity threats. Supply…
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Customer Service, Digital TransformationHow to Boost Customer Service in a Call Center
How to Boost Customer Service in a Call Center with the Thinking Machine As customer…
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Customer Service, Digital TransformationCall Center Customer Service Outsourcing Defined
Call Center Outsourcing Defined As the labor shortages continue throughout the business world, call center…
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Customer Service, Digital TransformationYour Checklist to Survive the Contact Center Labor Crisis
Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few…
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Customer Service, Digital Transformation5 Reasons Contact Center Agents Love Replicant
These days, there’s no shortage of reasons contact center agents might be questioning their relationship…
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Customer Service, Digital TransformationChoosing the Best Customer Service Outsourcing in 2022
Choosing the Best Customer Service Outsourcing in 2022 As businesses dive deeper into 2022, many…
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Customer Service, Digital Transformation5 Reasons to Break Up with Your Dated IVR
Cultures all over the world celebrate Valentine’s Day in their own unique ways. In Italy,…
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ReplicantWhy BPOs Are Falling Short and Can’t Solve the Contact Center Staffing Shortage
Today’s contact centers are under immense pressure from multiple angles, each with their own unique…
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ReplicantThe Great Resignation – Remote Call Center Solutions in 2022
Remote Call Center Solutions in 2022 As workers around the country re-evaluate what their work…
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Infographic: How the Great Resignation is Impacting Contact Centers in 10 Data PointsHow the Great Resignation is Impacting Contact Centers in 10 Data Points The Great Resignation…
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ReplicantThe Surprising Roots of the Most Common Hold Music
Cisco is the number one supplier of enterprise phone systems in the world. Which means…
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ReplicantIVR Made Customer Service Efficient – Machine Learning Is Next Level
How Interactive Voice Response Makes Customer Service More Efficient Interactive voice response (IVR) is a…
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ReplicantHow Automation is Rescuing Contact Centers from the Great Resignation
By almost every account, 2021 was the hardest year in history to manage a contact…
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ReplicantPart 2: The Unforeseen Costs of Building a Conversational AI Solution
Earlier this month, we discussed some of the most common, though under-discussed, pitfalls contact centers…
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ReplicantFive New Truths: How the Great Resignation is Changing Contact Centers
A global re-evaluation of what constitutes meaningful work has brought us to a time many…
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ReplicantA Digital Assistant is the Future of Customer Service
How a Digital Assistant Can Change The Future of Customer Service Digital assistants are changing…
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ReplicantCustomer Service Innovators 2022: 50 Leaders Transforming Contact Centers
Our annual list of bold leaders and innovators taking charge and reinventing how contact centers…
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ReplicantWhat COVID Surges Mean for Contact Centers
The recent explosion of COVID-19 cases worldwide, driven by the Omicron variant, has demonstrated that…
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ReplicantCall Center Outsourcing or Conversational AI?
How AI Conversations Enhance Call Center Customer Service As businesses look for call center outsourcing…
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ReplicantPart 1: The Unforeseen Costs of Building a Conversational AI Solution
As conversational AI adoption continues to skyrocket across contact centers globally, many customer service leaders…
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ReplicantThe Best Customer Service AI Solution
The Best Customer Service AI Artificial intelligence (AI) and interactive voice response (IVR) is changing…
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Replicant10 Trends Contact Center Leaders Should Watch in 2022
Last month, we looked at ten of the most important contact center stats to emerge…
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ReplicantThe 10 Most Important Contact Center Stats of 2021
After a year of sweeping changes, it’s never been more important for contact centers to…
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ReplicantThe Thinking Machine and the Future of Customer Service
The Thinking Machine and the Future of Customer Service When most people consider the future…
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ReplicantInnovative Customer Service & Conversational AI
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ReplicantWebinar Recap: How Conversational AI Transformed a Financial Services Contact CenterLast week, Replicant Co-Founder and CTO Benjamin Gleitzman was joined by Mike Bowman, Director, Servicing…
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ReplicantPreparing for Contact Center Agent Shortages in 2022Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…
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ReplicantConversational AI vs. Call Center Outsourcing
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ReplicantConversational AI: To Build or to Buy
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Replicant5 Ways to Navigate Seasonal Call Volume Spikes
The holidays are here, and for many contact centers this means ‘tis the season’ for…
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ReplicantEfficient Call Center Outsourcing Is In AI
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ReplicantHow to Attract and Retain Call Center Agents in a Post-Pandemic World
Like every industry, call centers are experiencing a labor shortage as we bounce back to…
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Replicant5 Must-Have Qualities for Every Contact Center in 2022
By now, you’ve probably adjusted your contact center strategy and formed new working habits after…
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ReplicantThe Future of Customer Service Lies In AI
The Future of Customer Service Is In AI. Are You Keeping Up? The future of…
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ReplicantNon-Linear Conversations: What Sets Conversational AI Apart
Contact centers implement solutions like bots, intelligent virtual agents (IVAs), intelligent voice response (IVRs) and…
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ReplicantTop 8 Learnings After Years of Conversation Design
Written by Benjamin Gleitzman, Chief Technical Officer and Co-Founder at Replicant Conversational AI remains a nascent…
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ReplicantLearn the Different Types of Virtual Agents by Replicant.AI
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ReplicantIs Conversational AI the Best Solution to Support Pandemic-weary Contact Centers?
As the Delta variant of Covid-19 sweeps across the globe, contact centers are feeling the…
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ReplicantConversational AI is No Longer a Black Box
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ReplicantFive Key Trends in Patient Experience for 2022
2021 accelerated many of the virtual care and digitalization trends already underway in healthcare. It…
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ReplicantThe Difference Between Conversational AI and Chatbots
How Conversational AI Compares to Chatbots Conversational AI and chatbots are different. As call centers…
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ReplicantWhat is IVR (Interactive Voice Response) and How Does it Work?
The faster you can provide customers with service and issue resolution, the happier they tend…
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ReplicantWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
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ReplicantWhich Type of Contact Center Fits Your Business Best?
What are the Different Types of Contact Centers? Contact centers can look very simple to…
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ReplicantFrom Understaffed to Overprepared: How Contact Centers are Bouncing Back
Contact centers might not get the level of media coverage that other pandemic-stricken functions do,…
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ReplicantHow Business Process Outsourcing Helps Businesses Grow
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ReplicantTop 10 Contact Center Outcomes of Conversational AI
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ReplicantCall Center Analytics, Insights, & Conversational AI
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ReplicantDistinguishing Between Call Routing, Transcribing and Conversational AI
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ReplicantTypes of BPO To Help Boost Your Business Productivity
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ReplicantCall Center and CRM Integration Using AI Solutions
Call Center and CRM Integration Customer relationship management (CRM) is the process by which a…
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ReplicantIntroducing the Definitive Guide to Conversational AIConversational AI is reshaping the way brands communicate and engage with their customers. If you’re…
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The Replicant 2021 Contact Center Survey
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Survey: The Effects of Bad Customer Service and How Brands Can Fix It
Executive Summary Poor customer service is pervasive. The problem in contact centers is especially dire…
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ReplicantAre Contact Center Leaders Asking The Wrong Questions?
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ReplicantInsurance Innovated: Top Takeaways from InsureTech Connect 2021
2021’s InsureTech Connect conference in Las Vegas came and went faster than a Bellagio fountain…
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Will AI Replace Contact Center Agents?
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Why AI Adoption Skyrocketed in 2021
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5 Reasons We’re Excited for InsureTech Connect 2021
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How to Identify Call Types That Are Ideal for Voice AI Automation
Call center automation is part of the rise in hyperautomation, which is driving businesses to…
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What CX Leaders Are Prioritizing to Improve the Customer Experience
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What Is Conversational AI and How Does It Work?
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Conversational AIBuilding Blocks Every Enterprise Needs for a Natural Language Automation Strategy
Enterprises are adding more natural language projects and terms each day. This creates more pressure…
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Voice AIHow Voice AI Is Transforming Customer Service for the Telecommunications Industry
The telecommunications sector, one of the largest industries globally, is at a crossroads. No longer…
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Customer ServiceWhat Is Automated Customer Service, Examples, and How to Adopt It
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Voice AIHow Voice AI Is Transforming the Patient Experience in Healthcare
Healthcare should be patient-centric, yet nearly half of surveyed consumers believe the healthcare industry is…
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Voice AIWhy You Shouldn’t Build Your Own Voice AI Contact Center
You’re looking to automate your call center in order to deliver faster customer service, reduce…
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ReplicantReplicant Wins $10,000 for BUILD in Talkdesk CX Digital Showdown
Talkdesk’s CX Digital Showdown brought together six leading customer experience solutions from their partner ecosystem…
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Contact Center, ReplicantEnterprise Delivery Company Reduces Call Center Costs by 55% With Replicant Voice
Contact centers that are looking to scale service while also managing costs are turning to…
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Customer ServiceCustomer Service Leaders Share Learnings From COVID-19 and Challenges Ahead
The last year has been a rollercoaster for customer service leaders, and the ride’s not…
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Customer Service, Trends and ForecastsWhere Customer Service and Support Is Headed in 2021 and Beyond
There’s no doubt the COVID-19 pandemic altered the way we do business, and customer experience…
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Voice AIDon’t Buy Voice AI Unless It Does These 5 Things
With AI now mature enough to deliver true value to the business, contact centers are…
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Digital TransformationADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption
Val Kugathasan, Director of Digital Transformation and Payment Operations at ADP, has spent years evangelizing…
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ReplicantReplicant Named a Forbes Top 50 AI Firms to Watch in 2021
With the use of AI becoming more common, it’s also getting more difficult to pick…
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Voice AIAutomation and Human Agents: The Benefits of a Hybrid Workforce
It wasn’t long ago that artificial intelligence (AI) felt futuristic. But with the recent acceleration…
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Contact CenterCall Center Outsourcing: Pros and Cons of Using a BPO for Your Call Center
As the frontline for handling customer issues, customer service departments still rely on the phone…
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Contact CenterElastic Customer Service: The Key to Efficiently Scaling Contact Center Capacity With DemandThe success of contact centers has always relied on carefully balancing customer service capacity with…
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Digital TransformationFour Tips for Successfully Implementing AI and Automation at the Enterprise Level
Although AI stirs up grand visions of the future, it’s also gotten a bad name….
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Trends and ForecastsShared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like
Whether you believe machines will take over the world or not, many people are wondering…
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Voice AIHow Voice AI is Transforming Customer Service for Retail Companies
Retail companies need to remain agile so they can meet the ever-changing expectations of customers….
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Voice AIHow Voice AI is Transforming the Customer Experience for Hospitality
Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…
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Contact Center, Voice AIThe Future of Contact Centers Lies in AI and Agent Collaboration
Contact centers are seen as a cost center and a source of frustration for both…
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Voice AIHow AI is Transforming Customer Service for Insurance CompaniesAI is transforming the customer service experience across all industries. Insurance companies are no exception….
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Customer Service, ReplicantDelivering Customer Service at a Fraction of the Cost with Replicant
It would seem that the voice in the contact center has come full circle. What…
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ReplicantInfographic: Looking Back, Sprinting Forward – Replicant’s 2021 Forecast
2020 changed customer service as we know it. We saw agents working from home for…
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ReplicantLooking Back, Sprinting Forward: Replicant’s 2020 Year in Review
2020 was an extraordinary year in customer service. It was also an incredible year for…
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Contact Center, Trends and Forecasts4 Contact Center Forecasts for 2021
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Contact CenterEverything You Should Know About An Autonomous Contact Center
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Contact Center, Voice AITop Voice AI Use-cases Every Call Center Exec Should Be Aware Of In 2021
Voice AI is fast becoming a staple of the modern contact center — handling Tier-1…
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Customer Service, Trends and Forecasts5 “Top of Minds” for Customer Service Leaders in 2021At Replicant, we believe in taking a fresh approach to connecting with our prospects…
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Customer Service, Trends and ForecastsRetail in 2021: Customer Service Trends You Can’t Ignore
2021 brings with it the shopping trends of 2020 — despite the Covid-19 vaccine close…
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Contact CenterThe Future of Contact Centers starts with Elastic Customer ServiceMassive shifts in contact center operations over the last year exposed issues that have long…
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Contact CenterCall Center Turnover: How to Eliminate Employee Attrition Costs
Call Center Turnover: How to Eliminate Employee Attrition Costs No matter the industry, managing employee…
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Contact CenterHow to Manage a Remote Call Center
Over the past couple of decades, employees have increased their demand for flexibility and adaptability…
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Replicant.ai raises $27M to modernize customer service with the world’s first autonomous contact center
Today we announced the closing of $27 million Series A financing, led by Norwest Venture…
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Contact CenterOptimize Call Center Costs
Author Andrew Grant famously said, “You never get a second chance to make a first…
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Contact Center, ReplicantWhy Call Centers Need Replicant
Organizations are now entering the third era of IT, according to Gartner’s 2019 CIO Survey,…
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Customer ServiceA New Approach to Customer Service for eCommerceIn April 2020, digital e-commerce jumped 49%, dubbing the spring month as “Black Friday in…
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Contact CenterWhat’s the “Next Normal” for the Call Center?The world of February 2020, before COVID-19 became a global pandemic, no longer exists. No…
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Contact CenterPrepare your Call Center for COVID-19 RecoveryHow to overcome unpredictable setbacks with flexible customer service We learned very quickly that our…
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Contact Center, Conversational AI3 Ways Conversational AI Can Help Contact Centers Recover from COVID-19
The COVID-19 pandemic has tossed all industries, including contact centers and customer service, into a…
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Replicant, Voice AIAI Voice Responders Support Call Centers During COVID-19
Replicant’s AI Voice Responder enables call centers to quickly respond to increased customer calls without…
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Contact Center, Replicant, Voice AIAI Voice Responder Supports Call Centers Impacted by COVID-19Replicant’s AI Voice Responder enables call centers to quickly respond to increased customer calls without…
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Customer ServiceCustomer Service in the Time of Corona
How to overcome unpredictable setbacks with elastic customer service Most of us have learned about…
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Chat, Voice AIChatbots vs. Virtual Agents: Customer Service Tools That Are Disrupting the Industry
Artificial Intelligence’s (AI) ability to give machines human-like qualities continues to be a transformative technology…
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Artificial Intelligence, Customer ServiceYour Fast and Easy Guide to Customer Service AI Terms
If you’re beginning to explore artificial intelligence (AI) for your customer service strategy or simply…
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Replicant, Voice AIGet Smart on Replicant VoiceWant to get smart on Replicant Voice? Take a look at our most frequently asked…
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Contact Center, Voice AI10 Ways Voice AI Empowers Contact Centers
Voice AI is transforming the contact center as we know it. The traditional customer service…
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Replicant, Voice AIMeet the “Thinking Machine”: Why We Chose Not to Personify AI at Replicant
Artificial Intelligence (AI) has been around for a while now. Al algorithms were brought to…
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Conversational AI, Customer ServiceConversational AI Brings New Experiences to Customer Service
The future of customer service is rapidly evolving. Customer Service has received more attention in…
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Voice AIWhat Makes a Great AI Conversation on the Phone?
A few weeks ago, I wrote a blog post about the making of a great…
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Customer ServicePatience Factors and Customer Service
Patience is a virtue, or at least so we’re told. Virtue or not, patience is…
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Voice AIWhat Makes a Great Conversation?
I have been working in the Customer Service industry for the past five years and…
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Contact Center, Voice AICall Center Automation: What Calls Should You Automate?
Call centers have changed drastically, even over the last five years. As technology continues to…
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Contact CenterThe New World in Contact Centers: Are Virtual Agents Better than Human Agents?
The contact center industry is seemingly changing overnight. From artificial intelligence to natural language processing,…
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ReplicantReplicant Launches with $7 Million in New Funding and Adds Veteran CEO
Talkdesk’s former COO joins Replicant to lead the customer service industry into the age of…
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Contact CenterWho’s Answering Your Customer Service Calls?
Customer service call centers comprise a significant portion of the U.S.’s economy, with four million…
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Artificial IntelligenceDeep Learning vs Machine Learning: What’s the Difference?
Artificial intelligence (AI) is a vast, complicated field. We know, we work with AI every…
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Voice AINatural Language Processing and the Future of Voice in Technology
Computers are amazing when it comes to compiling and analyzing structured data, such as math…
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Contact Center4 Ways to Liven up your IVR to Serve your Customers Better
How critical is customer engagement? Well, these days it’s a pivotal strategic approach in the…
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Contact CenterGuide to Scaling Your Call Centre Business Model
When your company is just beginning, it is difficult to imagine that you will have…
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Customer ServiceComplex Customer Service Issue? Humans Are Standing By
Over the last several years, the customer service industry has experienced monumental change. From the…
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Artificial Intelligence, Contact CenterThe Impact of Machine Learning on Call Centres
Machine learning has experienced exponential growth in the last few years. The International Data Corporation…
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Customer ServiceBest Customer Service Practices – 10 Customer Service Tips you Need to Try
By Melissa Rosen The best companies do not just have customers, they have fans. My…
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Customer ServiceCSAT: The Ultimate Guide to Customer Satisfaction
Currently, there has been a transition from customer service that was handled by operators to…
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