-
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 -
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 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 -
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 -
Replicant Spotlight: Zainah Siddiqui, Senior HR Coordinator
Tell us about yourself! Where are you located and what was your path to joining…
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 Cheat Sheet: 5 Things CX Leaders Should Know
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 -
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 -
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 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 -
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 -
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 -
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 -
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 -
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 -
CX StrategyUnderstanding Virtual Agents and Their Role
Many technologies have been designed for contact centers, and each of them has a specific…
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 -
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 -
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 -
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
There’s little doubt that Contact Center Automation is a transformative resource that’s creating positive change in customer…
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 -
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 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 -
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 -
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 -
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 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 StrategyWhat Is a BPO Call Center? Learn More Now
What is a BPO Call Center? For years companies that required additional customer service support…
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 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 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 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 -
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 -
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 -
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 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 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 -
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, 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 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 -
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 -
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 -
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 StrategyWhat is IVR (Interactive Voice Response) and How Does it Work?
The faster you can provide customers with service and issue resolution, the happier they tend…
read more -
Artificial Intelligence, CX StrategyCall Center and CRM Integration Using AI Solutions
Call Center and CRM Integration Customer relationship management (CRM) is the process by which a…
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 -
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 -
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 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 -
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 -
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 -
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 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 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 -
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 -
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 -
Artificial IntelligenceNatural Language Processing and the Future of Voice in Technology
Computers are amazing when it comes to compiling and analyzing structured data, such as math…
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