Chicago, IL, US, June, 2019 --- Telnyx, a self-service, full-stack communications platform, has partnered with conversational AI technology company Replicant.ai to offer a seamless phone support experience.
Using a combination of machine learning algorithms, Voice AI technology and a telephony stack built on Telnyx’s private, global communications network, Replicant has created a talking bot (the "Thinking Machine") that actually listens to customers and engages in fluent conversations to solve problems in real time.
"We’re not trying to be human," said Benjamin Gleitzman, Replicant CTO and co-founder. "At Replicant, we’re always going to be upfront that you’re speaking with a machine. It’s the best sounding machine you’ve ever heard, and probably the smartest too, but we’re not trying to trick people."
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"We weren’t sure if a human-like conversation was even possible," explained Gleitzman. "We had a call flow working with our previous provider, but because of the telephony latency it was slow and would wait a couple of beats before responding."
"People notice when you’re trying to cover up latency, and it begins to make the conversation sluggish and leaves callers impatient and asking for an agent," said Gleitzman. "It’s very important that we’re genuine and honest with our customers. It’s one of the reasons we focus on latency and engineer our systems to save every millisecond we can. Because we’re able to get latency down to the level we want with Telnyx, we don’t have to bend the truth with our customers like some of our competitors."
"Because of the unique way that the Replicant AI interacts with customers, standard network latency wasn’t cutting it," said Ian Reither, COO of Telnyx. "They were looking for a level of speed and consistency that other providers just can’t deliver. As a full-fledged carrier with a network built for the future, Telnyx was able to provide the immediate, real-time functionality they needed to support a conversational AI solution that’s revolutionizing the customer service industry."
"Voice is part of what makes us human, yet existing systems often require callers to descend into the world of machines and press numbers on the keypad. So being able to lift machines up to the level of humans — not to say that they are human, but rather that they have a human ability — is empowering and will have a massive impact on how we interact with machines in the future."
Posted by Veronica Silva Cusi, news correspondent
Telnyx is a next-gen communications platform and partner that provides carrier-grade services on a global, private IP network. By unlocking the power of intelligent connectivity, Telnyx is laying the foundation for a future of endless innovation and interconnected technology, where communication flows seamlessly between people, devices and applications across the globe. Whether looking to improve communications through call control, messaging, wireless, networking or other capabilities, Telnyx voice and SMS APIs can support even the most demanding enterprise applications.
Replicant was founded on the belief that machines are ready to have useful and complex conversations that will transform the way we interact with the world, starting with customer service. Replicant’s artificial intelligence platform combines natural language processing and machine learning and was trained to resolve customer issues over the phone with natural-sounding conversations that accurately recognize customer intent. Replicant currently handles over 2 million customer support calls a month and serves some of the largest call centers in the country.
Published: Wednesday, June 26, 2019
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