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Roadmap: Automate Dispatch With the Thinking Machine™️

Dispatch calls can take up hours of your contact center agents’ time. But finding an automation solution that is fast, accurate, and cost-cutting hasn’t always been easy. Until now. 

Replicant’s Thinking Machine™️ makes it possible to initiate and resolve dispatch calls like roadside assistance across every channel with Contact Center Automation. 

And with out-of-the-box features like Natural Language Understanding, Machine Learning, and integrations into any platform, contact centers can deploy a proven automation solution in just weeks. 

Week 1

Choose which dispatch types to automate

The Thinking Machine™️ is designed to fully resolve dispatch calls that are high in volume and prone to spikes. Businesses like auto clubs often choose to automate dispatch requests like roadside assistance, allowing agents to focus on urgent requests that require greater context or live agent assistance.

Week 2

Calculate your expected ROI

Based on the dispatch type(s) you choose to automate, determine what a successful outcome looks like using benchmark metrics and a solution-specific ROI model. Replicant uses existing customer data to recommend future use cases and build a business case for deployment by forecasting results against KPIs and initial costs.

Week 3

Perform technology assessment

Bring together IT, CCaaS, and telephony stakeholders to generate a comprehensive assessment of your technology stack. Replicant uses this stage to align integrations, connect with accurate data systems, and comply with your security and privacy standards.

Week 4

Design conversation with pre-built components

Determine which capabilities your business needs to initiate and resolve a dispatch request. The Thinking Machine™️ comes with NLU and intent-recognition that continuously gets better through Machine Learning, meaning contact centers don’t have to dedicate resources to maintaining a cutting-edge solution.

Week 5

Deploy with confidence

The Thinking Machine™️ is built on millions of conversations that resolves tier 1 concerns out of the box, meaning you can deploy with guaranteed success. Once deployed, contact centers can begin automating in a few ways. They can start by automating dispatch requests 24/7, during spike or overflow events, or for a percentage of requests.

Week 6+

Discover insights

The Thinking Machine™️ collects CSAT in real-time for every conversation, and surfaces insights based on conversation transcripts so you can A/B test new scripts to ensure constant improvement. Discover data-based improvement opportunities to offload more customer requests and compound ROI while freeing up more agent time.

Learn more about automating appointments with Contact Center Automation.

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