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CX Strategy, Trends and ForecastsUsing AI for More Patient-Centric Healthcare
A recent poll by the American Academy of Physician Associates (AAPA) found that U.S. adults…
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Artificial Intelligence, Contact Center Automation, CX StrategyThe CIO’s Guide to Customer Service AI
At its core, IT has always been a customer service department. But now more than…
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CX Strategy, Trends and ForecastsHow To Ensure AI Treats Every Customer Fairly
Every day, more organizations are leveraging AI to resolve customer issues without agents, and more…
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CX Strategy, Trends and ForecastsWhy Resolution is the Key to Unlocking CX Automation
For years, the term “automation” has been somewhat of a misnomer in the contact center. …
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CX Strategy, Replicant NewsReplicant Roadside Assistance: Driving Member Satisfaction With Automation
Roughly 4 out of 5 drivers have some sort of Emergency Roadside Service (ERS) policy. …
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Case StudiesLeading Pest Control Company Converts More Business with Replicant
Customer Overview This nationally recognized pest control company has been keeping homes and businesses bug-free…
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Case Studies, CX StrategyService Simplified: Consumer Services Brands Close More Business With Replicant
Auto repairs. Pest control. Landscaping. Moving services. Heating and HVAC. The Consumer Services that make…
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LLMs & ChatGPTThe ChatGPT Glossary for CX Leaders
ChatGPT and Large Language Models (LLMs) have put AI on the radar of every customer…
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Case StudiesAuto Insurance Leader Resolves 50% More Calls Using Replicant
Customer Overview For over 60 years, this leading auto insurance company has provided five-star coverage…
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Case Studies, CX StrategyMoving Forward: How Transportation Companies Serve More Riders with Replicant
Hold times are a challenge in every industry. But for transportation contact centers, reliable service…
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Replicant NewsReplicant Wins 2023 Artificial Intelligence Excellence Award
Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards,…
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CX Strategy, Trends and ForecastsThe National Customer Rage Survey: 3 Takeaways
A recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…
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Contact Center Automation, CX Strategy5 Steps to Nailing Omnichannel CX Automation
Customers expect businesses to provide a seamless and consistent experience across all channels. But they…
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Case StudiesHow Can I Help: How the Thinking Machine Automates Intake Flows
Agents spend countless hours capturing repetitive customer information like names, order numbers, addresses, and request…
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Replicant NewsReplicant Wins Stevie Award in Sales & Customer Service Category
Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…
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Contact Center AutomationConversation Design: The Key to Effective Contact Center Automation
There are many reasons why automation has become an obvious solution for contact centers aiming…
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Case StudiesTravel & Hospitality Brands Deliver 5-Star Service With Contact Center Automation
Let’s face it. Even though the contact center crisis has impacted nearly every industry, no…
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LLMs & ChatGPTBreaking Down the Key Differences Between ChatGPT and Replicant
You’ve probably heard of ChatGPT by now. OpenAI’s automated chatbot – which crossed 1M users…
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LLMs & ChatGPTSix Ways To Navigate the Customer Service Risks of ChatGPT
Before the ChatGPT hype, another generative AI swept the internet: AI image creators. Like ChatGPT,…
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Case StudiesRing for Assistance: How the Thinking Machine Automates Front Desk Calls
First impressions can make or break customer experiences. Unfortunately, most IVRs usually do the latter….
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Contact Center Automation, CX StrategyWhat Conversations Should You Automate?
Deciding which customer service requests in your contact center are best suited for automation is…
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Contact Center Automation10 Misconceptions About Contact Center Automation
Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…
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LLMs & ChatGPTWhat ChatGPT Means – and Doesn’t Mean – for Contact Centers
ChatGPT has taken the internet by storm. The powerful chatbot from OpenAI, which provides long-form…
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Case StudiesRoadmap: Automate Appointment Scheduling With the Thinking Machine
Appointment scheduling can take up hours of your contact center agents’ time. But finding an…
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Contact Center Automation, CX Strategy, Trends and ForecastsContact Center Automation Is A Soothing Ginger Ale for Airlines
Customer experience leaders are hard at work assessing the year that was and planning for…
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Case Studies, Contact Center AutomationRoadmap: Automate Dispatch With the Thinking Machine™️
Dispatch calls can take up hours of your contact center agents’ time. But finding an…
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Artificial IntelligenceAI Contact Center: Improving Tier One Call Resolution
For the vast majority of people, calling a business to request basic information such as…
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Trends and ForecastsCX Wrapped: The Best and Worst From 2022
According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…
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Case Studies, Contact Center AutomationScheduled Success: How the Thinking Machine™️ Automates Appointments
Your customers want simple and convenient ways to schedule an appointment. The problem? Appointment scheduling…
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Case Studies, Contact Center AutomationResolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation
Nine out of ten contact center leaders agree: automation is a critical priority in overcoming…
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Contact Center Automation, Replicant NewsResolve 2022: 7 Tips for Getting Started with Automation
One of the most illuminating sessions at Resolve 2022 came from Replicant customer ECSI. ECSI,…
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9 Tips to Design Automated Conversations That Actually Work
Contact Center Automation is a sophisticated customer service solution powered by a combination of advanced…
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Contact Center Automation, Replicant News, Trends and ForecastsResolve 2022: What’s Next For Contact Center Automation?
The future of contact centers is constantly changing and impossible to predict. But at Replicant’s…
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CX Strategy, Trends and ForecastsThe Problem With Pricey Agent Productivity Solutions? There Aren’t Enough Agents
Contact Centers Need Solutions That Address the Root Problem Today’s contact center agents have never…
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Contact Center Automation, Replicant News, Trends and Forecasts10 Takeaways From Resolve 2022: Transforming the Customer Experience
In just the last year, contact center leaders have faced mounting pressure from a tightening…
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Replicant NewsResolve 2022: How to Realize Value From Contact Center Automation
Part of what makes Contact Center Automation such an impactful solution is that it’s not…
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Replicant NewsResolve 2022: Can Machines Really Converse With Customers?
The history of AI is the history of thinking. It has roots in philosophers like…
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Resolve 2022: How Replicant Designed Compliant Conversations for Digital Beginners
For most of us, interacting with a machine is nothing new. Full generations have lived…
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CX StrategyWhat CX Leaders Need to Know About Composability
Customer service has reached an inflection point. Fast and modern experiences are no longer a…
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The Data-Backed Contact Center Automation Action Plan
Contact Center Automation has gained widespread adoption across the customer service world. It’s being used…
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The 6 Biggest Barriers to Automation According to Contact Center Leaders
According to the 2022 Benchmark Report, almost all contact center leaders (91%) report that automation…
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What’s Your Cost Per Call?
A lot has changed since the first contact centers were formed in the late 20th…
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The 5 Top Priorities for Contact Center Leaders (and How They Plan To Achieve Them)
Ask anyone who’s called into a contact center in the last year, and they can…
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How Enterprise Contact Centers Really Feel About Automation
Customer service and automation have been loosely tied together for many years now. But new…
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CX Strategy, Replicant News, Trends and ForecastsWebinar Recap: How to Recession-Proof Your Contact Center
Labor shortages and unpredictable customer demand have defined much of the past two years for…
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CX StrategyChecklist: 10 Steps To Recession-Proofing A Contact Center
Extended periods of economic uncertainty are inherently speculative. But as questions continue around the immediate…
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Contact Center Automation, Trends and Forecasts5 Ways Automation Can Future-Proof Your Contact Center
Contact Center Automation: Built to Withstand Over the past three years, contact centers have been…
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Trends and ForecastsHow A Recession Would Impact Contact Centers
How Leaders Can Prepare for an Economic Slowdown Depending on who you ask, the US…
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CX StrategyDTC Brands Drive CX With Contact Center Automation
Direct-to-consumer businesses rely on great customer service According to e-Marketer, Direct-to-consumer (DTC) eCommerce sales are…
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CX StrategyAdding Automation to Every Customer Service Channel
Reducing inbound customer requests has always been a priority for contact center leaders. But up…
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CX StrategyWhy Siloed Automation Strategies Fail
How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….
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CX StrategyThe 5-Minute Roadmap to Contact Center Automation
Getting Started With Contact Center Automation Companies often take a step-by-step approach to unlocking the…
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CX StrategyHow Contact Center Automation is Different From Other Solutions
What Makes Contact Center Automation Different? Contact centers represent an extremely large market with several…
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CX StrategyWhat is Contact Center Automation?
Contact Center Automation: Service for Your Customers, Relief for Your Agents Contact Center Automation is…
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CX StrategyWhat Inflation Means for Contact Centers
Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…
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CX StrategyHow to Use Contact Center Data to Improve Agents
Training Agents Just Got A Whole Lot Smarter Customer service agents have never needed help…
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CX StrategyContact Center Automation: 6 Months From Now, You’ll Wish You Started Today
Don’t Wait, Automate A few years ago, 76% of contact centers were planning to invest…
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CX StrategyThe Rise of Contact Center Automation in 12 Stats
The Numbers Behind Contact Center Automation’s Rapid Adoption Digital transformation was already well underway in…
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CX Strategy7 Things You Could Accomplish in the Time You’ll Spend Waiting for Customer Service
What would you do with 43 days? A report found that half of America’s customers…
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CX Strategy8 Stats That Show How Customer Service Agents Have Changed
Customer Service Representatives Are Evolving This month, we’ve taken a look at the ways in…
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CX StrategyContact Centers Before and After Deploying Replicant
How Contact Center Automation Transforms Customer Service When done right, customer service can be your…
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CX Strategy11 Eye-Opening Customer Stats
What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…
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CX StrategyThe Consequences of Rising Call Volumes (and What To Do About It)
Contact Centers Can’t Keep Up With Skyrocketing Call Volumes Catastrophic weather events. Cybersecurity threats. Supply…
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CX Strategy5 Reasons Contact Center Agents Love Replicant
These days, there’s no shortage of reasons contact center agents might be questioning their relationship…
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CX Strategy5 Reasons to Break Up with Your Dated IVR
Cultures all over the world celebrate Valentine’s Day in their own unique ways. In Italy,…
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Trends and ForecastsThe Surprising Roots of the Most Common Hold Music
Cisco is the number one supplier of enterprise phone systems in the world. Which means…
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Artificial Intelligence, CX StrategyPart 2: The Unforeseen Costs of Building a Conversational AI Solution
Earlier this month, we discussed some of the most common, though under-discussed, pitfalls contact centers…
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Trends and ForecastsFive New Truths: How the Great Resignation is Changing Contact Centers
A global re-evaluation of what constitutes meaningful work has brought us to a time many…
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Artificial Intelligence, CX StrategyPart 1: The Unforeseen Costs of Building a Conversational AI Solution
As conversational AI adoption continues to skyrocket across contact centers globally, many customer service leaders…
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CX Strategy, Trends and Forecasts10 Trends Contact Center Leaders Should Watch in 2022
Last month, we looked at ten of the most important contact center stats to emerge…
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Trends and ForecastsThe 10 Most Important Contact Center Stats of 2021
After a year of sweeping changes, it’s never been more important for contact centers to…
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Replicant News, Trends and ForecastsWebinar Recap: How Conversational AI Transformed a Financial Services Contact Center
Last week, Replicant Co-Founder and CTO Benjamin Gleitzman was joined by Mike Bowman, Director, Servicing…
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CX Strategy, Trends and ForecastsPreparing for Contact Center Agent Shortages in 2022
Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…
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CX Strategy, Trends and Forecasts5 Ways to Navigate Seasonal Call Volume Spikes
The holidays are here, and for many contact centers this means ‘tis the season’ for…
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CX Strategy, Trends and Forecasts5 Must-Have Qualities for Every Contact Center in 2022
By now, you’ve probably adjusted your contact center strategy and formed new working habits after…
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CX Strategy, Trends and ForecastsFive Key Trends in Patient Experience for 2022
2021 accelerated many of the virtual care and digitalization trends already underway in healthcare. It…
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CX Strategy, Trends and ForecastsWhat is Total Experience (TX)?
As business leaders look toward 2022, the call for digital transformation has never been louder. …
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Artificial IntelligenceCall Center Analytics, Insights, & Conversational AI
Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…
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Artificial Intelligence, CX StrategyDistinguishing Between Call Routing, Transcribing and Conversational AI
Call routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….
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Replicant NewsInsurance Innovated: Top Takeaways from InsureTech Connect 2021
2021’s InsureTech Connect conference in Las Vegas came and went faster than a Bellagio fountain…
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5 Reasons We’re Excited for InsureTech Connect 2021
The last time Insurtech Connect was in-person was in 2019, and the world was a…
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