Partnering to drive results
35k+Calls per month
6Weeks to scale
Spiking call volume during tax season
Gaining elasticity and insights for seasonal spikes
Answering tax and payment questions
ECSI first used Replicant successfully to authenticate customers and manage issues like 1098 form questions, balance inquiries and refund statuses.
Expanding to more complex use cases
ECSI next used Replicant for Loan Servicing, involving more complex and sensitive issues about documentation, loan profiles, and applications.
On-time launch and high CSAT
Replicant launched in 10 weeks and within three weeks scaled to handle 100% of the target volume of calls, all while achieving a CSAT of 4.5 out of 5.
Improving customer experience with data
Replicant dashboards reveal common reasons customers contact support, calls get escalated, and other data required to improve support experience.