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Replicant Launches Single Conversation Engine to Automate Customer Service Interactions #contactcenterworld "With hiring challenges and unpredictable call volumes on the rise, more and more contact centers are turning to automation, but simple solutions like Interactive Voice Response (IVR) and standalone chatbots don't resolve customer issues," said Gadi Shamia, chief executive officer and co-founder of Replicant. "Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent customer experiences. Our Thinking Machine is now resolving issues not just over the phone, but also with messaging and digital channels to make this vision a reality." Replicant's Thinking Machine leverages a shared intent library to resolve customer issues naturally across languages and channels, for superior service. "By implementing Replicant, we have been able to create consistency in the customer experience," said Kelsey Holshouser, the vice president of customer experience at Because. "We serve older adults, and now our customers can expect the same high level of service regardless of which channel they choose to interact with us through. That has been huge in creating trust in our brand with our customers." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, May 18, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |