Agents spend countless hours capturing repetitive customer information like names, order numbers, addresses, and request details. But every minute they do is time they could be spending actually resolving requests.
With Replicant’s Thinking Machine, contact center agents can get to the point faster with automated customer service intake. Automated intake works across channels to effortlessly capture initial customer details. These may include a customer’s name, date of birth, request details, and alphanumeric details like phone number and address.
The Thinking Machine can even confirm business-specific information like insurance numbers, booking IDs, screening questions, and help determine a customer’s best support option. The result: Agents spend less time gathering a customer’s initial details and handle times are substantially reduced.
For customers, resolving their request can begin the moment they reach out with zero wait times.
When combined with the Thinking Machine’s ability to fully resolve most tier 1 requests, intake can make an exponential impact across customer experiences, agent experiences, and contact center efficiency.
How the Thinking Machine™️ Automates Intake:
⏳ Reduce handle times with effortless data collection
In today’s hiring climate, agent time must be optimized to be spent on tasks that only humans can complete. Replicant’s pre-built, multi-modal flows are designed to enhance the customer experience while reducing the amount of time agents spend on repetitive tasks. Even when compared to an optimized BPO, Replicant delivers an average 55% in cost savings.
🚀 Risk-free deployment ready to go live in weeks
The Thinking Machine™️ is powered by proven, pre-built components that allow your business to get up and running with end-to-end automation faster than ever before. Out-of-the-box Powers make it easy to automate use cases like Intake without heavy development. The Thinking Machine can quickly authenticate customers, accurately collect information and deliver request summaries to agents during escalations.
🤝 Reduce busy work and onboarding friction
New and existing customers don’t want to wait on hold just to register products or resolve a simple request. Conversely, agents don’t want to spend time completing endless busy work and data entry. By automating customer service intake, agents are freed from back-office work and contact centers are able to save costs without sacrificing CSAT.
📈 Unlimited scale tailored to your needs
The Thinking Machine™️ is designed to meet today’s hiring and retention challenges with an elastic scale and unlimited capacity. With Replicant, contact centers no longer have to rely on inaccurate forecasting to plan daily and seasonal headcounts. By automating intake, agents are more available to focus on high-value calls.
✅ Make end-to-end digital self-service effortless
Almost every customer service request requires some sort of intake, historically handled by agents or offloaded to rigid IVRs that harm CSAT. Automating intake allows customers to flexibly submit information 24/7 without ever waiting on hold. In addition, automatically generated conversation transcripts and built-in continuous learning make it easy for managers to improve customer experiences without manual, development-heavy processes.
Drive Business Value With the Thinking Machine™️:
Proven automation. Replicant has resolved 90% of common call drivers across millions of customer service interactions. With battle-tested conversations designed for trusted enterprise businesses, the Thinking Machine™️ brings out-of-the-box success to intake.
Omnichannel made simple. Remove the guesswork from your automation implementation with exceptional experiences across channels powered by a single conversation engine. Customers receive consistent service across voice, chat and SMS, and can switch between channels for a more efficient experience.
Seamless integrations. The Thinking Machine™️ is a natural fit with any tech stack. Replicant’s Contact Center Automation platform works with your IVR, CCaaS, CRM, and telephony to enhance, rather than replace, your existing technology.
Deep analytics. Get visibility into all support conversations and analyze insights about why customers call. Analytics include conversation data, success rates, unsupported call flows, CSAT, self-serve script edits, and more. Gain real-time visibility into each conversation using out-of-the-box or custom dashboards to optimize performance over time.
Natural conversations. Instead of an endless IVR or keyword-driven call trees, the Thinking Machine™️ is powered by conversational AI that allows customers to speak naturally when providing information. They can say things like “I need to make an appointment,” or “do you have availability next week,” or even ask the Thinking Machine™️ to list available options.