Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards, recognizing organizations, products and people who bring Artificial Intelligence (AI) to life and apply it to solve real problems.
“Artificial Intelligence is now playing a more important role in our lives,” said Maria Jimenez, chief nominations officer for Business Intelligence Group. “We are so proud that such an incredible group of companies won this year’s program. Congratulations to all the creativity and hard work of every employee involved.”
The award, given in the Product category, recognizes the advancements of the Thinking Machine and its natural language processing (NLP) core. As a key engine behind Replicant’s Contact Center Automation platform, the recognition of the Thinking Machine’s AI technology is a ringing testament to our customers who leverage it.
In the last year alone, the Thinking Machine has automated millions of conversations for some of the world’s most trusted brands. These organizations span industries including insurance, consumer services, healthcare, travel & hospitality, financial services, and many more.
By implementing Replicant’s Thinking Machine, our customers bring cutting-edge NLP to their own customers. Their success has helped the Thinking Machine realize incredible achievements, like a 90% first call resolution, 50% reduction in cost per contact, and a soaring inference accuracy rate.
Through natural human-to-machine conversations, customers are able to solve requests with no wait times, and none of the pain points usually associated with automated customer service. These use cases range from quick account management questions, all the way to complex, multimodal requests like requesting emergency roadside assistance.
Thanks to a strong NLP core, contact centers can serve more customers across every channel, in any language, without sacrificing their satisfaction. This has proven to be a tremendous boost to an industry challenged by rising unpredictable demand and growing difficulty hiring and retaining customer service agents.
See how customers respond to receiving service from the Thinking Machine:
Replicant is honored to be recognized as a leader in AI excellence alongside many of the industry’s most influential people and organizations. As AI continues to advance, we’re thrilled to help lead the charge for creative and innovative customer service transformation.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.