-
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…
read more -
Replicant Wins Stevie Award in Sales & Customer Service Category
Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…
read more -
Conversation Design: The Key to Effective Contact Center Automation
There are many reasons why automation has become an obvious solution for contact centers aiming…
read more -
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…
read more -
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…
read more -
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,…
read more -
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….
read more -
What Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
read more -
10 Misconceptions About Contact Center Automation
Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…
read more -
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…
read more -
Roadmap: Automate Appointment Scheduling With the Thinking Machine
Appointment scheduling can take up hours of your contact center agents’ time. But finding an…
read more -
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…
read more -
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….
read more -
Roadmap: Automate Dispatch With the Thinking Machine™️
Dispatch calls can take up hours of your contact center agents’ time. But finding an…
read more -
ReplicantAI Contact Center: Improving Tier One Call Resolution
For the vast majority of people, calling a business to request basic information such as…
read more -
CX Wrapped: The Best and Worst From 2022
According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…
read more -
Scheduled Success: How the Thinking Machine™️ Automates Appointments
Your customers want simple and convenient ways to schedule an appointment. The problem? Appointment scheduling…
read more -
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…
read more -
Resolve 2022: 7 Tips for Getting Started with Automation
One of the most illuminating sessions at Resolve 2022 came from Replicant customer ECSI. ECSI,…
read more -
9 Tips to Design Automated Conversations That Actually Work
Contact Center Automation is a sophisticated customer service solution powered by a combination of advanced…
read more -
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…
read more -
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…
read more -
10 Takeaways From Resolve 2022: Transforming the Customer Experience
In just the last year, contact center leaders have faced mounting pressure from a tightening…
read more -
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…
read more -
Resolve 2022: Can Machines Really Converse With Customers?
The history of AI is the history of thinking. It has roots in philosophers like…
read more -
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…
read more -
5 Questions CX Leaders Should Ask During Holiday Spikes
Most contact center leaders are familiar with some of the key strategies for navigating the…
read more -
ReplicantWhat CX Leaders Need to Know About Composability
Customer service has reached an inflection point. Fast and modern experiences are no longer a…
read more -
The Data-Backed Contact Center Automation Action Plan
Contact Center Automation has gained widespread adoption across the customer service world. It’s being used…
read more -
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…
read more -
What’s Your Cost Per Call?
A lot has changed since the first contact centers were formed in the late 20th…
read more -
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…
read more -
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…
read more -
How Enterprise Contact Centers Really Feel About Automation
Customer service and automation have been loosely tied together for many years now. But new…
read more -
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…
read more -
Customer Service, Digital TransformationWebinar Recap: How to Recession-Proof Your Contact Center
Labor shortages and unpredictable customer demand have defined much of the past two years for…
read more -
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…
read more -
Customer Service, Digital Transformation5 Keys To A Recession-Proof Brand
Brands can thrive – even amid economic uncertainty The Great Recession of 2009 saw one…
read more -
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…
read more -
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…
read more -
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…
read more -
Customer Service, Digital TransformationAdding Automation to Every Customer Service Channel
Reducing inbound customer requests has always been a priority for contact center leaders. But up…
read more -
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…
read more -
Customer Service, Digital TransformationWhy Siloed Automation Strategies Fail
How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
Customer Service, Digital TransformationWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
read more -
Customer Service, Digital TransformationWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
Customer Service, Digital Transformation11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
read more -
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…
read more -
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….
read more -
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…
read more -
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…
read more -
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…
read more -
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,…
read more -
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…
read more -
Infographic: How the Great Resignation is Impacting Contact Centers in 10 Data Points
How the Great Resignation is Impacting Contact Centers in 10 Data Points The Great Resignation…
read more -
ReplicantThe Surprising Roots of the Most Common Hold Music
Cisco is the number one supplier of enterprise phone systems in the world. Which means…
read more -
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…
read more -
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…
read more -
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…
read more -
ReplicantWhat COVID Surges Mean for Contact Centers
The recent explosion of COVID-19 cases worldwide, driven by the Omicron variant, has demonstrated that…
read more -
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…
read more -
Replicant10 Trends Contact Center Leaders Should Watch in 2022
Last month, we looked at ten of the most important contact center stats to emerge…
read more -
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…
read more -
ReplicantWebinar Recap: How Conversational AI Transformed a Financial Services Contact Center
Last week, Replicant Co-Founder and CTO Benjamin Gleitzman was joined by Mike Bowman, Director, Servicing…
read more -
ReplicantPreparing for Contact Center Agent Shortages in 2022
Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…
read more -
Replicant5 Ways to Navigate Seasonal Call Volume Spikes
The holidays are here, and for many contact centers this means ‘tis the season’ for…
read more -
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…
read more -
ReplicantFive Key Trends in Patient Experience for 2022
2021 accelerated many of the virtual care and digitalization trends already underway in healthcare. It…
read more -
ReplicantWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
read more -
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,…
read more -
ReplicantTop 10 Contact Center Outcomes of Conversational AI
If you’re among the many who have been introduced to conversational AI recently, you’ve probably…
read more -
ReplicantCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
read more -
ReplicantDistinguishing Between Call Routing, Transcribing and Conversational AI
Call routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….
read more -
ReplicantIntroducing the Definitive Guide to Conversational AI
Conversational AI is reshaping the way brands communicate and engage with their customers. If you’re…
read more -
ReplicantInsurance Innovated: Top Takeaways from InsureTech Connect 2021
2021’s InsureTech Connect conference in Las Vegas came and went faster than a Bellagio fountain…
read more -
Why AI Adoption Skyrocketed in 2021
Last week, Harvard Business Review reported that AI Adoption Skyrocketed Over the Last 18 Months,…
read more -
5 Reasons We’re Excited for InsureTech Connect 2021
The last time Insurtech Connect was in-person was in 2019, and the world was a…
read more