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How Can I Help: How the Thinking Machine Automates Intake FlowsAgents 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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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The Data-Backed Contact Center Automation Action PlanContact 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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A Look into the AI Contact Center of the FutureThere’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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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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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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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 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 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 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 TransformationDTC Brands Drive CX With Contact Center AutomationDirect-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 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 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 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 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 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 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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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 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, 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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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 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 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 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 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 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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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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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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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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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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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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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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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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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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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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ReplicantWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
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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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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…
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ReplicantCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
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ReplicantDistinguishing 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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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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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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Why AI Adoption Skyrocketed in 2021
Last week, Harvard Business Review reported that AI Adoption Skyrocketed Over the Last 18 Months,…
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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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