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How 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 using Artificial Intelligence (AI) to fully automate and resolve customer service calls.

Now, the next generation of AI tools like ChatGPT and Large Language Models (LLMs) are helping us take our vision further. 

Leveraging data gathered from hundreds of millions of customer interactions, we harnessed the power of LLMs to get our first customer live and in production using LLMs and delivering 90% resolution rates. 

Our journey has always been about putting customers first by using automation to solve their problems instead of merely deflecting their calls.

This unique approach has resulted in tens of millions of satisfied callers who’ve had their issues resolved swiftly and efficiently, with no wait times or endless transfers.

Now, LLMs and ChatGPT are taking our solution to new heights.

These groundbreaking AI technologies come equipped with an extensive knowledge of the world, which make them perfect tools to help automate a wider range of customer inquiries.

When paired with our comprehensive Contact Center Automation platform featuring high-availability telephony, omnichannel, out-of-box integrations, flow design, analytics, A/B testing and more, LLMs become transformational tools to help tackle customer issues with greater success and flexibility.

We’re proud to be among the first to deploy LLMs in live customer calls in the contact center.

Our team’s deep experience with language models allows us to move quickly. And, because our Thinking Machine is already designed with enterprise-grade security and scale to ensure customer data is always protected, we are able to instantly ingest LLM data with the same protections. 

With a faster, more accurate and knowledgeable Thinking Machine, we now see fewer caller escalations and enable contact centers to resolve more customer issues more efficiently, and with shorter setup times.

So, how does this benefit our Contact Center Automation platform?

  • Resolve more customer issues. Higher resolution rates and lower handle times result in better customer experiences and cost savings.
  • Faster time to value. More flexible conversations delivered faster make it easier than ever to reap the benefits of automation.
  • Safeguards and controls. Robust guardrails that maintain the highest standards of reliability and security. Every Thinking Machine remains SOC2, HIPAA and PCI compliant, and PII or sensitive data is never passed to third-party LLMs

The 2023 Benchmark Report highlights the importance of LLMs for Contact Center Automation, with 93% of contact center leaders preparing for an economic downturn and 68% prioritizing automation as their top technology investment.

Our partnership with CAA Auto Club, the leading roadside service provider in Canada, showcases the incredible impact of LLMs. Our Thinking Machine already cut emergency roadside calls’ handle times in half, and now with LLMs live, we have improved call completion rates and allowed CAA’s members to enjoy a more flexible and natural experience during emergency roadside service calls.

As AI continues to evolve at a rapid pace, we remain committed to harnessing the power of LLMs without compromising security, redundancy, and compliance. Our exceptional team’s hard work and creativity have been instrumental in achieving this milestone, and we couldn’t be more excited about the future of Contact Center Automation.

So, buckle up and join us on this exhilarating ride into the future of customer service!

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