#contactcenterworld

San Francisco, CA, USA, Nov. 17, 2021 -- Replicant, a conversational AI platform, announces expanded capabilities to its platform. Replicant now offers contact center leaders hands-on management of all conversations between customers and Replicant's Thinking Machine ™, resulting in complete control and continuous improvement of the customer experience. The end-to-end dashboard gives contact center leaders access to fully transcribed support conversations with the ability to analyze and surface insights from conversation data and take action immediately with point and click conversation-script editing.

"Not only has Replicant allowed us to scale our call center operations, but it's given us insights into caller behavior at a much deeper level than we could have expected - which ultimately helped us improve the customer experience," said Mike Bowman, director of customer support operations at ECSI.

"Contact centers all over the world are struggling because of workforce management issues - they can't hire, train or retain enough agents. We founded Replicant on the belief that machines are ready to have useful, complex conversations that can transform customer service," said Gadi Shamia, Replicant's chief executive office and co-founder. "The new capabilities are the next building block in this mission, serving to not only deliver always-on, elastic call center capacity but also to provide instant, rich data directly from customers so that conversational AI is no longer a black box. This visibility and actionability, all within one dashboard, is what's needed to power the next generation of smart, enjoyable customer service."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Friday, November 19, 2021