Reducing inbound customer requests has always been a priority for contact center leaders. But up until now, they’ve had only a few disparate options for doing so.
Think solutions like Interactive Voice Response (IVR), standalone chatbots, and agent assist technology. While these strategies have helped deflect callers, or enabled agents to resolve issues faster, they’re no longer enough for today’s environment.
In the modern customer service climate, frustrating and disjointed customer experiences result in business losses. And deflection-oriented solutions still require agents to resolve a high volume of repetitive requests, while contact centers face rising costs and customers are left on hold.
Persistent hiring challenges and unpredictable call volumes have shown that contact centers need true relief. Here’s how AI-powered Contact Center Automation delivers just that across every channel:
Resolve, don’t deflect, requests – wherever customers are
To optimize a contact center in today’s climate, leaders require solutions that can fully resolve common, high-volume customer requests. They need strategies that enable agents to focus on more engaging work, and provide automated customer experiences that are consistent across each channel.
With Replicant, contact centers can now automate customer issues across voice, messaging, and other digital channels with a single, integrated conversation engine. Customers get a premium experience, with seamless channel switching across every touchpoint. Contact center leaders get visibility into omnichannel transcripts in one dashboard. And agents get seamless handoffs for sensitive issues without losing customer context.
Contact Center Automation doesn’t force customers to learn a new set of practices for each channel – it simply listens, collects and resolves requests end-to-end over any channel.
Speak to customers naturally across channels
What does it mean to power your voice and messaging channels with a single conversation engine? It starts with a shared intent library that deploys and scales conversational AI faster across languages and channels for every conversation flow. In other words, it means you can fully automate your most common customer requests with the most natural human-to-machine conversations ever crafted.
Replicant has automated millions of customer requests for some of the world’s most beloved brands, and eliminated the need for contact centers to use disparate vendors for each channel. The Thinking Machine reduces latency to under one second between turns in a conversation, and does so with an over 96% inference accuracy.
Give customers a consistent experience
Replicant gives contact centers the ability to automate issues naturally when and where their customers need it most with seamless channel switching across voice, messaging, and other digital channels. Contact Center Automation can share conversational context across channels, so that customers don’t need to repeat themselves when they switch from SMS, to voice, or vice versa.
With features like customizable FlexForms, it’s easy to switch from voice to SMS and collect information faster and more privately. And with channel-specific NLU, customers get accuracy for understanding communication like emojis and misspellings in text.
Visualize conversations in a single dashboard
Contact center managers don’t just need holistic automation options – they need a solution for analyzing data from different channels. Replicant’s omnichannel features allow leaders to view conversation transcripts for every customer interaction, across all channels, in a single dashboard.
With every conversation, the Thinking Machine automatically generates transcripts and makes them available for live monitoring within a single dashboard. Managers can quickly find actionable insights into omnichannel conversations with advanced analytics, and take action to optimize customer experiences without searching through multiple data sources.
Handoff escalations seamlessly to live agents
Contact Center Automation and omnichannel experiences are only as good as their ability to relieve agents from repetitive, time-consuming tasks. Replicant integrates seamlessly with live agent platforms to handoff complex issues that require human empathy without losing customer context.
This benefits both agents and customers: agents get full context into every escalation using their existing platforms, no matter the channel, and customers receive a unified experience. And with API integrations to all existing data systems, Replicant can leverage customer data stores for a personalized experience across channels.
Get started with Contact Center Automation
As a leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant’s AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. Replicant scales up or down instantly, can be implemented in weeks and handles millions of customer support interactions a month.