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Artificial Intelligence, CX StrategyAI for All: Choosing a CX Solution That Serves Every Customer
Using conversational AI for customer service comes with its own unique set of requirements when…
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CX StrategyThe 5 Most AI-Ready Call Types in Insurance
The insurance industry is undergoing a monumental, AI-powered transformation. As customer expectations continue to rise…
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CX Strategy, Trends and ForecastsThe Phone Is Still King, and Other Takeaways From the State of CX in 2024
Chatbots, mobile apps and text support have changed the way customer service gets done. But…
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CX Strategy, Trends and ForecastsUsing AI for More Patient-Centric Healthcare
A recent poll by the American Academy of Physician Associates (AAPA) found that U.S. adults…
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Artificial Intelligence, Contact Center Automation, CX StrategyThe CIO’s Guide to Customer Service AI
At its core, IT has always been a customer service department. But now more than…
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CX Strategy, Trends and ForecastsHow To Ensure AI Treats Every Customer Fairly
Every day, more organizations are leveraging AI to resolve customer issues without agents, and more…
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CX Strategy, Trends and ForecastsWhy Resolution is the Key to Unlocking CX Automation
For years, the term “automation” has been somewhat of a misnomer in the contact center. …
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CX Strategy, Replicant NewsReplicant Roadside Assistance: Driving Member Satisfaction With Automation
Roughly 4 out of 5 drivers have some sort of Emergency Roadside Service (ERS) policy. …
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Case StudiesLeading Pest Control Company Converts More Business with Replicant
Customer Overview This nationally recognized pest control company has been keeping homes and businesses bug-free…
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Case Studies, CX StrategyService Simplified: Consumer Services Brands Close More Business With Replicant
Auto repairs. Pest control. Landscaping. Moving services. Heating and HVAC. The Consumer Services that make…
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LLMs & ChatGPTThe ChatGPT Glossary for CX Leaders
ChatGPT and Large Language Models (LLMs) have put AI on the radar of every customer…
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Case StudiesAuto Insurance Leader Resolves 50% More Calls Using Replicant
Customer Overview For over 60 years, this leading auto insurance company has provided five-star coverage…
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Case Studies, CX StrategyMoving Forward: How Transportation Companies Serve More Riders with Replicant
Hold times are a challenge in every industry. But for transportation contact centers, reliable service…
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Replicant NewsReplicant Wins 2023 Artificial Intelligence Excellence Award
Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards,…
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CX Strategy, Trends and ForecastsThe National Customer Rage Survey: 3 Takeaways
A recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…
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Contact Center Automation, CX Strategy5 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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Case StudiesHow 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 NewsReplicant 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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Contact Center AutomationConversation 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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Case StudiesTravel & 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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LLMs & ChatGPTBreaking 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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LLMs & ChatGPTSix 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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Case StudiesRing 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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Contact Center Automation, CX StrategyWhat Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
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Contact Center Automation10 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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LLMs & ChatGPTWhat 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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Case StudiesRoadmap: 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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Contact Center Automation, CX Strategy, Trends and ForecastsContact 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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Case Studies, Contact Center AutomationRoadmap: 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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Artificial IntelligenceAI 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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Trends and ForecastsCX 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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Case Studies, Contact Center AutomationScheduled 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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Case Studies, Contact Center AutomationResolution 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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Contact Center Automation, Replicant NewsResolve 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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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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Contact Center Automation, Replicant News, Trends and ForecastsResolve 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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CX Strategy, Trends and ForecastsThe 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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Contact Center Automation, Replicant News, Trends and Forecasts10 Takeaways From Resolve 2022: Transforming the Customer Experience
In just the last year, contact center leaders have faced mounting pressure from a tightening…
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Replicant NewsResolve 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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Replicant NewsResolve 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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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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CX StrategyWhat 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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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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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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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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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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How Enterprise Contact Centers Really Feel About Automation
Customer service and automation have been loosely tied together for many years now. But new…
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CX Strategy, Replicant News, Trends and ForecastsWebinar Recap: How to Recession-Proof Your Contact Center
Labor shortages and unpredictable customer demand have defined much of the past two years for…
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CX StrategyChecklist: 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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Contact Center Automation, Trends and Forecasts5 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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Trends and ForecastsHow 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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CX StrategyDTC 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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CX StrategyAdding Automation to Every Customer Service Channel
Reducing inbound customer requests has always been a priority for contact center leaders. But up…
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CX StrategyWhy Siloed Automation Strategies Fail
How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….
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CX StrategyThe 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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CX StrategyHow 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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CX StrategyWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
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CX StrategyWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
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CX StrategyHow 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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CX StrategyContact 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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CX StrategyThe 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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CX Strategy7 Things You Could Accomplish in the Time You’ll Spend Waiting for Customer Service
What would you do with 43 days? A report found that half of America’s customers…
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CX Strategy8 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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CX StrategyContact 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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CX Strategy11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
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CX StrategyThe 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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CX Strategy5 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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CX Strategy5 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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Trends and ForecastsThe 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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Artificial Intelligence, CX StrategyPart 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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Trends and ForecastsFive 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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Artificial Intelligence, CX StrategyPart 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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CX Strategy, Trends and Forecasts10 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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Trends and ForecastsThe 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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Replicant News, Trends and ForecastsWebinar 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…
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CX Strategy, Trends and ForecastsPreparing for Contact Center Agent Shortages in 2022
Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…
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CX Strategy, Trends and Forecasts5 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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CX Strategy, Trends and Forecasts5 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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CX Strategy, Trends and ForecastsFive 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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CX Strategy, Trends and ForecastsWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
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Artificial IntelligenceCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
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Artificial Intelligence, CX StrategyDistinguishing Between Call Routing, Transcribing and Conversational AI
Call routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….
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Replicant NewsInsurance 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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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…
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