Blog
-
CX Strategy, Trends and ForecastsHow BPOs Are Adapting to Customer Service AI
For decades, organizations have relied on Business Process Outsourcers (BPOs) to improve customer service and…
read more -
CX Strategy, Trends and ForecastsThe True Cost of IVRs
Interactive Voice Response (IVR) systems have been a staple in customer service for decades. They…
read more -
CX Strategy, Trends and ForecastsThe Most Important CX Priorities for the Rest of 2024
At the start of 2024, industry reports suggested there were two kinds of customer service…
read more -
Case StudiesThe Art of AI at Love’s Travel Stops
Love’s Travel Stops is among the growing number of enterprises that have successfully integrated AI…
read more -
Hold Music, Ranked
We’ve all been there: stuck on hold, waiting for customer service, with a repetitive tune…
read more -
CX Strategy, Trends and ForecastsWhy We’re Entering the Golden Age of Contact Centers
In the ever-evolving landscape of customer service, technology and humans are converging faster than ever…
read more -
CX Strategy, Trends and ForecastsCreating a Winning Contact Center Culture
Contact center leaders spend the majority of their time thinking about the customer. How to…
read more -
CX Strategy, LLMs & ChatGPTDon’t Get Burned By: GenAI Inaction
Given the risks associated with many GenAI solutions, like CCaaS add-ons, DIY solutions and unproven…
read more -
CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types for Transit Authorities
Reliable customer service is as crucial to transit authorities as the cars, buses and trains…
read more -
CX Strategy, LLMs & ChatGPTDon’t Get Burned By: DIY GenAI Solutions
As the pressure to implement AI grows, success for most contact centers will be defined…
read more -
CX Strategy, LLMs & ChatGPTDon’t Get Burned By: Unproven GenAI Point Solutions
As the pressure to implement AI grows, success for most contact centers will be defined…
read more -
CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types for Imaging Centers & Labs
The healthcare industry is undergoing a monumental, AI-powered transformation. As patient expectations continue to rise…
read more -
CX Strategy, LLMs & ChatGPTDon’t Get Burned By: GenAI Add-Ons to Your CCaaS
As the pressure to implement AI grows, success for most contact centers will be defined…
read more -
CX Strategy, Trends and Forecasts5 Most AI-Ready Call Types in Pest Control
Pest control contact centers are no stranger to the CX pressures facing the consumer services…
read more -
Reinventing Customer Service: Insights from Replicant’s CTO
Customer service is undergoing somewhat of a renaissance, driven by fast-evolving customer expectations and equally…
read more -
Case Studies, CX StrategyHow Southwest Medical Imaging Transformed Their Patient Experience
In the healthcare industry, timely patient service can be as critical as medical treatment itself. …
read more -
CX Strategy, Trends and ForecastsReckless Abandon: 6 Strategies For Using AI To Eliminate Angry Hang-Ups
If you’re a customer calling into a contact center for support, few outcomes are worse…
read more -
CX StrategyThe One Step Every Contact Center Must Take Before Adopting AI
The push towards customer service AI is no longer just a trend, it’s a necessary…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
CX Strategy, Trends and Forecasts5 Ways AI Helps Travel & Hospitality Brands Handle the Resurgence of Demand
The travel and hospitality industry is in the midst of a roaring comeback. Nearly three-quarters…
read more -
CX Strategy, Trends and ForecastsWhy Finding (and Keeping) Good Agents Is So Hard
When you look at the state of customer service – where average answer times are…
read more -
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…
read more -
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…
read more -
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. …
read more -
Artificial Intelligence, CX StrategyTop 50 CX Innovators of 2024
2023 was a watershed year in customer service. On the heels of ChatGPT’s release, AI…
read more -
CX Strategy, Trends and Forecasts52 Contact Centers in 52 Weeks: Lessons From an Implementation Marathon
Sometime in the mid-2000s, Mike Milburn was in Gwinner, North Dakota. Then an implementation lead…
read more -
CX Strategy, Trends and ForecastsFive Takeaways From a Decade of Contact Center Change
Ten years ago, contact centers looked very different than they do today. Remote work was…
read more -
Replicant NewsReplicant Spotlight: Raj Pandya, Sr. Software Engineer
Tell us about yourself! Where are you located and what was your path to joining…
read more -
LLMs & ChatGPT, Replicant NewsReplicant Unveils 2.0 Platform Powered by GenAI, Offering Near-Human Experience That Resolves More Customer Issues
Contact centers can fully resolve more customer calls with automation, reduce deployment times to just…
read more -
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. …
read more -
CX StrategyDialed In: Beyond the ChatGPT Hype With Brad Lightcap
In the latest episode of Dialed In, Brad Lightcap, COO of OpenAI, joined Gadi Shamia…
read more -
CX Strategy, Replicant News, Trends and ForecastsCustomer Service Innovator Spotlight: Namecca Parker
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
CX StrategyDialed In: AI and Hospitality With Hannah Day
In the latest episode of Dialed In, Gadi Shamia was joined by Hannah Day, Director…
read more -
CX StrategyDialed In: The Impact of Generative AI With Kevin McLaughlin
In this episode of Dialed In, Gadi Shamia, CEO and co-founder of Replicant was joined…
read more -
CX StrategyDialed In: Navigating the Road to Customer Service Excellence With AAA
The Auto Club Group is an integral part of the American Automobile Association (AAA) Federation,…
read more -
CX StrategyDialed In: How Airbnb is Leveraging Human-AI Collaboration
At its core, Airbnb’s business model is built on trust and collaboration between guests and…
read more -
Replicant NewsReplicant Spotlight: Rowley Luo, Finance Manager
Tell us about yourself! Where are you located and what was your path to joining…
read more -
Replicant LabsReplicant Labs: What Can Go Wrong in the Lifecycle of an Interaction?
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
read more -
Case StudiesThe CX Rx: How Healthcare Contact Centers Serve More Patients With Replicant
Healthcare is the most important service a customer will use in their lifetime. For providers,…
read more -
Replicant NewsReplicant Spotlight: Mike Borelli, Account Executive
Tell us about yourself! Where are you located and what was your path to joining…
read more -
Case StudiesNew Jersey Transit Brings Rapid Service to Paratransit Riders With Replicant
Customer Overview NJ TRANSIT is the nation’s largest statewide public transit provider by area. With…
read more -
LLMs & ChatGPT, Replicant LabsReplicant Labs: How We Safeguard Contact Centers From LLM Risks
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
read more -
Replicant Spotlight: Zainah Siddiqui, Senior HR Coordinator
Tell us about yourself! Where are you located and what was your path to joining…
read more -
LLMs & ChatGPT, Replicant LabsReplicant Labs: How LLMs Supercharge Our Contact Center Automation Platform
The Replicant Labs series pulls back the curtain on the tech, tools, and people behind…
read more -
Case Studies, CX StrategyWe’ve Got You Covered: Insurance Providers Resolve More Calls With Replicant
From home to auto to life, insurance contact centers consistently rank as some of the…
read more -
Replicant NewsReplicant Spotlight: Melissa Prince, Account Executive
Tell us about yourself! Where are you located and what was your path to joining…
read more -
LLMs & ChatGPTChatGPT for CX Leaders: Cheat Sheet
ChatGPT has started a boom of Large Language Model (LLM) innovation. This new wave of…
read more -
Replicant NewsReplicant Spotlight: Joe Berenz, Senior Manager, Digital Marketing
Tell us about yourself! Where are you located and what was your path to joining…
read more -
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…
read more -
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…
read more -
Replicant NewsReplicant Spotlight: Carolina Manterola, Senior Engagement Manager
Tell us about yourself! Where are you located and what was your path to joining…
read more -
LLMs & ChatGPTThe ChatGPT Glossary for CX Leaders
ChatGPT and Large Language Models (LLMs) have put AI on the radar of every customer…
read more -
LLMs & ChatGPTHow Replicant Unlocks the Future of Contact Center Automation with ChatGPT and LLMs
Six years ago, Replicant set out to revolutionize the way contact centers serve customers by…
read more -
Replicant NewsReplicant Spotlight: Asante Muhammad, Customer Success Manager
Tell us about yourself! Where are you located and what was your path to joining…
read more -
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…
read more -
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…
read more -
Replicant NewsReplicant Wins 2023 Artificial Intelligence Excellence Award
Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards,…
read more -
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…
read more -
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…
read more -
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…
read more -
Replicant NewsReplicant Wins Stevie Award in Sales & Customer Service Category
Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…
read more -
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…
read more -
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…
read more -
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…
read more -
Case StudiesECSI 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…
read more -
Case StudiesSix Companies Experiencing Profit Margin Miracles with Replicant
1. 35% Net Monthly Savings for OnProcess OnProcess provides a service that helps their customers…
read more -
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,…
read more -
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….
read more -
Contact Center Automation, CX StrategyWhat Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
read more -
Contact Center Automation10 Misconceptions About Contact Center Automation
Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…
read more -
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…
read more -
Case StudiesWhy OnProcess Went All-In On Automation
Why OnProcess Went All-In On Automation Contact Center Automation’s ability to transform customer service operations,…
read more -
CX Strategy, Replicant NewsCustomer Service Innovators 2023: Meet the Leaders Transforming Contact Centers
At the start of 2022, many contact center leaders looked forward to a year focused…
read more -
Case StudiesRoadmap: 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, 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…
read more -
Artificial IntelligenceAI Contact Center: A Faster and Personalized Customer Experience
Technology has accelerated so quickly over the last several years that customers’ expectations have skyrocketed….
read more -
Artificial IntelligenceBoost 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…
read more -
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…
read more -
Artificial IntelligenceAI 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 StrategyReplicant: The Alternative to Call Center Outsourcing Solutions
For years, many organizations have tried call center outsourcing solutions to manage peak seasons, labor…
read more -
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…
read more -
Contact Center AutomationCall 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…
read more -
CX StrategySmart Call Center IVR: Refining a Long-Standing Problem
When it was developed, call center IVR (interactive voice response) changed the way call centers…
read more -
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…
read more -
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…
read more -
Artificial IntelligenceImprove Customer Satisfaction with AI Customer Service
Customer expectations are incredibly high. Consumers are used to ordering products and services from their…
read more -
CX Strategy, Trends and ForecastsWhat Are the Best Contact Center Solutions for 2023?
As another year comes to a close, companies are beginning to look forward to 2023….
read more -
Contact Center Automation, Replicant News7 Tips for Getting Started with Automation
In the wake of the pandemic, ECSI, a global leader in payments, faced unprecedented challenges…
read more -
CX StrategyUnderstanding Virtual Agents and Their Role
Many technologies have been designed for contact centers, and each of them has a specific…
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 -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
Replicant NewsResolve 2022: Can Machines Really Converse With Customers?
The history of AI is the history of thinking. It has roots in philosophers like…
read more -
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…
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 -
Conversational AI vs Chatbots: What’s the Difference?
If you’re exploring technology and automation for your contact center, you may be curious about…
read more -
Traditional vs. Remote Call Center: A Comparison
When you think of a traditional call center, the image that comes to mind is…
read more -
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….
read more -
CX StrategyWhat CX Leaders Need to Know About Composability
Customer service has reached an inflection point. Fast and modern experiences are no longer a…
read more -
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…
read more -
Could an AI Call Center Totally Replace Live Agents?
Artificial intelligence is a hot topic in just about every industry today. One of the…
read more -
Automation & Accessibility: Providing Customer Service For All
This article discusses Contact Center Automation’s role in enhancing accessibility for individuals with disabilities. It…
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 -
Replicant’s Conversational AI Platform
Founded five years ago, Replicant has been faithful to its mission of “crafting great human-to-machine…
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 -
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 -
Cloud-Based Contact Center Solution Providers: A Comparison
Customer service centers have made leaps and bounds over the past several years in terms…
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 -
How to Use Contact Center Automation to Scale Your Business
Having more of something – especially in the business world – is a double-edged sword….
read more -
Artificial Intelligence, Trends and ForecastsAI, the Future of Work, and Replicant
Replicant co-founder and CEO Gadi Shamia recently joined the AI and the Future of Work podcast for…
read more -
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…
read more -
Omnichannel Contact Center Solutions That Work
Imagine your customers ordering a product on your website and your company is able to…
read more -
CX Strategy, Replicant News, Trends and ForecastsBenchmark Report: Contact Center Automation is Moving to the Mainstream
Contact center leaders are facing the hardest customer service climate in history. According to new…
read more -
CX Strategy, Replicant News, Trends and ForecastsCustomer Service Innovator Spotlight: Mike Bowman
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
What is Autonomous Customer Service?
While many industries are struggling with a tight labor market, customer service centers may have…
read more -
Contact Center Automation Use Cases
Contact center automation is most useful for repetitive, predictable tasks. Tier One calls that are…
read more -
Replicant NewsReplicant Named ‘Hot Vendor’ by Aragon Research
This month, Replicant was selected as one of four Hot Vendors in Conversational AI for…
read more -
Artificial Intelligence3 Ways Customer Service Automation Saves Money
Making decisions when it comes to technology can sometimes feel like a catch-22. Most organizations…
read more -
CX StrategyThe Best Call Center Outsourcing Solution Includes This
It’s no surprise that contact centers today are struggling. High and fluctuating call volumes, labor…
read more -
CX StrategyContact Center Outsourcing vs. Customer Experience Automation
Are you looking for a way to improve your customer interactions with your contact center?…
read more -
CX StrategyCall Center Automation – Why Choose Replicant?
Outsourcing is one of the first solutions that come to mind when a company expands,…
read more -
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…
read more -
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…
read more -
Trends and ForecastsContact Center Technology in 2022
The Contact Center Technology Businesses Need in 2022 Every company relies on a group of…
read more -
CX Strategy, Replicant NewsCustomer Service Innovator Spotlight: Michelle Deese
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
Trends and ForecastsHow A Recession Would Impact Contact Centers
How Leaders Can Prepare for an Economic Slowdown Depending on who you ask, the US…
read more -
CX StrategyCall Center Solutions To Increase ROI
Increase ROI With Better Call Center Solutions As technology becomes more advanced, customers are quickly…
read more -
CX StrategyWhich Call Center Software Do Businesses Use?
Which Call Center Software Should I Use? Selecting the right call center software can be…
read more -
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…
read more -
CX StrategyReplicant Wins #1 AI-Driven Solution at SIIA CODiE Awards
Replicant Receives SIIA CODiE Award for Best Artificial Intelligence Driven Technology Solution This week, the…
read more -
7 Benefits of Contact Center Automation for Customer Service
Contact Center Automation is quickly changing the way businesses engage with customers and how customers…
read more -
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…
read more -
CX Strategy, Replicant NewsCustomer Service Innovator Spotlight: Tom Dietrich
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
CX StrategyWebinar Recap: Because Overcomes Agent Staffing Woes With Replicant
Overcome Agent Staffing Woes with Omnichannel Contact Center Automation Recently, we were fortunate to be…
read more -
CX StrategyHow to Enhance Your Call Center Experience
How Technology Enhances the Call Center Experience It’s more important than ever for businesses to…
read more -
CX StrategyAdding Automation to Every Customer Service Channel
Reducing inbound customer requests has always been a priority for contact center leaders. But up…
read more -
CX StrategyThe Cloud-Based Contact Center Explained
What is a Cloud-Based Contact Center? A cloud-based contact center can handle all inbound and…
read more -
CX StrategyWhy Siloed Automation Strategies Fail
Automation is a key component of modern customer service strategies, but when implemented in isolated…
read more -
CX StrategyReplicant Announces Expanded Support Across Messaging and Digital Channels
Automate Every Channel in Any Language Early on in our company history, Replicant made the…
read more -
CX StrategyThe Best Contact Center Outsourcing Solution
Why The Best Contact Center Outsourcing Solution is AI When companies consider a contact center…
read more -
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…
read more -
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…
read more -
CX StrategyWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
read more -
CX StrategyCustomer Service Innovator Spotlight: Vanessa Hardy-Bowen
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
CX StrategyA New Era of Customer Service
Contact Center Automation: The Preferred Path Forward The last two years have made a lot…
read more -
CX Strategy3 Things Top Call Center Outsourcing Companies Have
Top Call Center Outsourcing Companies Have These 3 Things Businesses in the United States have…
read more -
CX StrategyBuilding the Contact Center Automation Category: Replicant’s $78M Series B
It was January 24th in Winnipeg, Canada. The temperature was close to zero degrees Fahrenheit….
read more -
CX StrategyUS Based Call Center vs. Conversational AI
Comparison: US Based Call Center vs. Conversational AI Serving the needs of customers who call…
read more -
CX StrategyCustomer Service Innovator Spotlight: Hannah Day
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
read more -
Artificial Intelligence, Contact Center AutomationContact Center Automation: Why Voice is King for CX
Voice Automation Has Fueled the Rise of Contact Center Automation Contact Center Automation has become…
read more -
Contact Center AutomationHow 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…
read more -
Artificial IntelligenceContact Center Automation vs. IVRs: What’s the Difference?
Contact Center Automation Is Refreshing the Customer Experience The phone has long been customers’ preferred…
read more -
CX StrategyIVR Pricing and Conversational AI Comparison
IVR Pricing: How Its Value Stacks Up Against Conversational AI They say “you get what…
read more -
CX StrategyWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
read more -
Contact Center AutomationWhat the Pandemic Revealed About Contact Centers
Customer Service Has Changed For Good For years, contact centers have operated on multi-year plans,…
read more -
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…
read more -
CX Strategy6 Reasons To Start Contact Center Automation Today
Don’t Wait, Automate A few years ago, 76% of contact centers were planning to invest…
read more -
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…
read more -
Artificial Intelligence10 Challenges Contact Centers Can Navigate With Automation
Contact Center Automation Is Built for Today’s Challenges As customer service and support organizations look…
read more -
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…
read more -
Contact Center AutomationHow Short-Staffed Contact Centers Can Overcome Summer Spikes
Seasonal Spikes Don’t Have to Mean Hiring Scrambles With much of the world emerging from…
read more -
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…
read more -
CX StrategyContact Centers Before and After Deploying Replicant
How Contact Center Automation Transforms Customer Service When done right, customer service can be your…
read more -
CX Strategy11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
read more -
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…
read more -
CX StrategyHow to Boost Customer Service in a Call Center
How to Boost Customer Service in a Call Center with the Thinking Machine As customer…
read more -
CX StrategyCall Center Customer Service Outsourcing Defined
Call Center Outsourcing Defined As the labor shortages continue throughout the business world, call center…
read more -
CX Strategy5 Reasons Contact Center Agents Love Replicant
These days, there’s no shortage of reasons contact center agents might be questioning their relationship…
read more -
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,…
read more -
CX Strategy, Trends and ForecastsThe Great Resignation – Remote Call Center Solutions in 2022
Remote Call Center Solutions in 2022 As workers around the country re-evaluate what their work…
read more -
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…
read more -
Artificial IntelligenceIVR Made Customer Service Efficient – Machine Learning Is Next Level
How Interactive Voice Response Makes Customer Service More Efficient Interactive voice response (IVR) is a…
read more -
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…
read more -
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…
read more -
Artificial Intelligence, Trends and ForecastsA Digital Assistant is the Future of Customer Service
How a Digital Assistant Can Change The Future of Customer Service Digital assistants are changing…
read more -
Replicant NewsCustomer Service Innovators 2022: 50 Leaders Transforming Contact Centers
Our annual list of bold leaders and innovators taking charge and reinventing how contact centers…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
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…
read more -
Artificial Intelligence, CX StrategyConversational AI vs. Call Center Outsourcing
Five Ways Conversational AI is Better Than Call Center Outsourcing Utilizing the power of conversational…
read more -
Artificial Intelligence, CX StrategyConversational AI: To Build or to Buy
You might understand the value that conversational AI can bring to both your contact center…
read more -
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…
read more -
Artificial IntelligenceEfficient Call Center Outsourcing Is In AI
The Most Efficient Call Center Outsourcing Lies In AI The most efficient call center outsourcing…
read more -
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…
read more -
Artificial IntelligenceNon-Linear Conversations: What Sets Conversational AI Apart
Contact centers implement solutions like bots, intelligent virtual agents (IVAs), intelligent voice response (IVRs) and…
read more -
Artificial IntelligenceTop 8 Learnings After Years of Conversation Design
Written by Benjamin Gleitzman, Chief Technical Officer and Co-Founder at Replicant Conversational AI remains a nascent…
read more -
CX StrategyLearn the Different Types of Virtual Agents by Replicant.AI
What are the different types of virtual agents? There are four different types of virtual…
read more -
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…
read more -
Artificial IntelligenceThe Difference Between Conversational AI and Chatbots
How Conversational AI Compares to Chatbots Conversational AI and chatbots are different. As call centers…
read more -
CX Strategy, Trends and ForecastsWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
read more -
Artificial IntelligenceCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
read more -
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….
read more -
The Replicant 2021 Contact Center Survey
The Effects of Bad Customer Service and How Brands Can Fix It There are a…
read more -
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…
read more -
CX Strategy, Trends and ForecastsAre Contact Center Leaders Asking The Wrong Questions?
Written by Peter Isaacson, Chief Marketing Officer at Replicant The Covid-19 pandemic. Unpredictable weather catastrophes….
read more -
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…
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 -
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…
read more -
Artificial IntelligenceHow 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…
read more -
Artificial IntelligenceHow 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…
read more -
Artificial IntelligenceWhy 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…
read more -
Replicant NewsReplicant 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…
read more -
Case StudiesEnterprise 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…
read more -
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…
read more -
Artificial IntelligenceDon’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…
read more -
CX StrategyADP’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…
read more -
Replicant NewsReplicant 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…
read more -
Artificial IntelligenceAutomation 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…
read more -
Contact Center AutomationCall 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…
read more -
Contact Center AutomationElastic Customer Service: The Key to Efficiently Scaling Contact Center Capacity With Demand
The success of contact centers has always relied on carefully balancing customer service capacity with…
read more -
CX StrategyFour 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….
read more -
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…
read more -
Artificial IntelligenceHow Voice AI is Transforming the Customer Experience for Hospitality
Travelers “want to be engaged, heard, empowered and delighted by hotels.” They want and demand…
read more -
Artificial Intelligence, Contact Center AutomationThe 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…
read more -
Artificial IntelligenceHow AI is Transforming Customer Service for Insurance Companies
AI is transforming the customer service experience across all industries. Insurance companies are no exception….
read more -
Replicant NewsInfographic: Looking Back, Sprinting Forward – Replicant’s 2021 Forecast
2020 changed customer service as we know it. We saw agents working from home for…
read more -
Replicant NewsLooking Back, Sprinting Forward: Replicant’s 2020 Year in Review
2020 was an extraordinary year in customer service. It was also an incredible year for…
read more -
Contact Center AutomationEverything You Should Know About An Autonomous Contact Center
You may have heard the term “autonomous contact center” and wondered what it’s all about….
read more -
Artificial Intelligence, Contact Center AutomationTop 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…
read more -
Trends and Forecasts5 “Top of Minds” for Customer Service Leaders in 2021
At Replicant, we believe in taking a fresh approach to connecting with our prospects…
read more -
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…
read more -
Contact Center AutomationThe Future of Contact Centers Starts with Elastic Customer Service
Massive shifts in contact center operations over the last year exposed issues that have long…
read more -
Contact Center AutomationCall Center Turnover: How to Eliminate Employee Attrition Costs
Call Center Turnover: How to Eliminate Employee Attrition Costs No matter the industry, managing employee…
read more -
Contact Center AutomationHow to Manage a Remote Call Center
Over the past couple of decades, employees have increased their demand for flexibility and adaptability…
read more -
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…
read more -
Contact Center AutomationOptimize Call Center Costs
Author Andrew Grant famously said, “You never get a second chance to make a first…
read more -
CX Strategy, Trends and ForecastsWhy Call Centers Need Replicant
Organizations are now entering the third era of IT, according to Gartner’s 2019 CIO Survey,…
read more -
A New Approach to Customer Service for eCommerce
In April 2020, digital e-commerce jumped 49%, dubbing the spring month as “Black Friday in…
read more -
Artificial Intelligence, Trends and ForecastsAI Voice Responder Supports Call Centers Impacted by COVID-19
Replicant’s AI Voice Responder enables call centers to quickly respond to increased customer calls without…
read more -
CX StrategyChatbots 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…
read more -
Artificial IntelligenceYour 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…
read more -
Artificial IntelligenceGet Smart on Replicant Voice
Want to get smart on Replicant Voice? Take a look at our most frequently asked…
read more -
Artificial Intelligence, Replicant NewsMeet 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…
read more -
Artificial IntelligenceWhat Makes a Great AI Conversation on the Phone?
A few weeks ago, I wrote a blog post about the making of a great…
read more -
Patience Factors and Customer Service
Patience is a virtue, or at least so we’re told. Virtue or not, patience is…
read more -
Artificial IntelligenceWhat Makes a Great Conversation?
I have been working in the Customer Service industry for the past five years and…
read more -
Artificial Intelligence, Contact Center AutomationCall Center Automation: What Calls Should You Automate?
Call centers have changed drastically, even over the last five years. As technology continues to…
read more -
Replicant NewsReplicant 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…
read more -
Contact Center AutomationWho’s Answering Your Customer Service Calls?
Customer service call centers comprise a significant portion of the U.S.’s economy, with four million…
read more -
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…
read more -
Contact Center Automation4 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…
read more -
Contact Center AutomationGuide to Scaling Your Call Centre Business Model
When your company is just beginning, it is difficult to imagine that you will have…
read more -
Complex Customer Service Issue? Humans Are Standing By
Over the last several years, the customer service industry has experienced monumental change. From the…
read more -
Artificial IntelligenceThe Impact of Machine Learning on Call Centres
Machine learning has experienced exponential growth in the last few years. The International Data Corporation…
read more -
Best 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…
read more -
CSAT: The Ultimate Guide to Customer Satisfaction
Currently, there has been a transition from customer service that was handled by operators to…
read more