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{title} {title} {title}
 * Platform
    * Overview One engine for all your support channels
    * How it Works Automation that works with your existing systems
    * Why Replicant The leader in Contact Center Automation
    * Integrations Explore our most common integrations

 * Solutions
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 * Company
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Request a demo
 * Platform
    * Overview One engine for all your support channels
    * How it Works Automation that works with your existing systems
    * Why Replicant The leader in Contact Center Automation
    * Integrations Explore our most common integrations

 * Solutions
   Industries
    * Insurance
    * Healthcare
    * Consumer Services
    * Hospitality & Travel
    * E-Commerce
    * Financial Services
    * Telecommunications
    * Transportation
   
   Use Cases
    * Appointments & Scheduling
    * Dispatch Service Requests
    * Outbound Calling Reminders
    * Account & Order Management
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    * Call Routing

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BLOG

The latest contact center research, trends, and strategies

March 28, 2023 3 min read
2023 Benchmark Report: The Impact of Economic Uncertainty on Contact Centers

Economic uncertainty is impacting both businesses and customers.  Unpredictable
month-to-month jobs reports reflect the hiring…

Read more
 * Artificial Intelligence
 * Chat
 * Contact Center
 * Conversational AI
 * Customer Service
 * Digital Transformation
 * Replicant
 * Trends and Forecasts
 * Voice AI


 * Replicant Spotlight: Asante Muhammad, Customer Success Manager
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * Auto 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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 * Moving Forward: How Transportation Companies Serve More Riders with Replicant
   
   Hold times are a challenge in every industry. But for transportation contact
   centers, reliable service…
   
   read more
 * Replicant Wins 2023 Artificial Intelligence Excellence Award
   
   Replicant was named a winner in the Business Intelligence Group’s 2023
   Artificial Intelligence Excellence Awards,…
   
   read more
 * The 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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 * 5 Steps to Nailing Omnichannel CX Automation
   
   Customers expect businesses to provide a seamless and consistent experience
   across all channels. But they…
   
   read more
 * How 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…
   
   read more
 * Replicant Wins Stevie Award in Sales & Customer Service Category
   
   Replicant has been named a winner in the 17th annual Stevie® Awards for Sales
   &…
   
   read more
 * Conversation Design: The Key to Effective Contact Center Automation 
   
   There are many reasons why automation has become an obvious solution for
   contact centers aiming…
   
   read more
 * Travel & 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…
   
   read more
 * Breaking Down the Key Differences Between ChatGPT and Replicant
   
   You’ve probably heard of ChatGPT by now. OpenAI’s automated chatbot – which
   crossed 1M users…
   
   read more
 * ECSI Saves $1.5M Automating Front Desk Calls With Replicant
   
   Who is ECSI? ECSI is the leading provider of accounts receivable management
   for campus-based student…
   
   read more
 * Six Companies Experiencing Profit Margin Miracles with Replicant
   
   1. 35% Net Monthly Savings for OnProcess OnProcess provides a service that
   helps their customers…
   
   read more
 * Six Ways To Navigate the Customer Service Risks of ChatGPT
   
   Before the ChatGPT hype, another generative AI swept the internet: AI image
   creators. Like ChatGPT,…
   
   read more
 * Ring 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….
   
   read more
 * What Conversations Should You Automate?
   
   Deciding which customer service requests in your contact center are best
   suited for automation is…
   
   read more
 * 10 Misconceptions 
About Contact 
Center Automation
   
   Artificial Intelligence (AI) in the contact center is growing at a rapid
   rate. End-user spending,…
   
   read more
 * What 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…
   
   read more
 * Why OnProcess Went All-In On Automation
   
   Why OnProcess Went All-In On Automation Contact Center Automation’s ability
   to transform customer service operations,…
   
   read more
 * Replicant
   Customer Service Innovators 2023: Meet the Leaders Transforming Contact
   Centers
   
   At the start of 2022, many contact center leaders looked forward to a year
   focused…
   
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 * Roadmap: 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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 * Call Center Automation Software in 2023
   
   The new year is always a great time to pause and take stock of what…
   
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 * Contact 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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 * Replicant
   AI Contact Center: A Faster and Personalized Customer Experience
   
   Technology has accelerated so quickly over the last several years that
   customers’ expectations have skyrocketed….
   
   read more
 * Replicant
   What is Voice IVR and Does Your Call Center Need It?
   
   Most call center agents and business owners have a good idea of what
   interactive voice…
   
   read more
 * Help Is on the Way: How the Thinking Machine™️ Automates Dispatch Requests
   
   Brands like AAA trust Replicant’s Thinking Machine to automate thousands of
   dispatch calls every week….
   
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 * Replicant
   Boost Customer Service with AI Chatbot Software: Find Out How
   
   Excellent customer support is part of the cost of doing business in today’s
   world. In…
   
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 * Roadmap: Automate Dispatch With the Thinking Machine™️
   
   Dispatch calls can take up hours of your contact center agents’ time. But
   finding an…
   
   read more
 * Replicant
   Conversational AI For Customer Service: The Future
   
   To be successful, businesses must constantly think ahead, predicting the
   future and making decisions based…
   
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 * Replicant
   AI 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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 * Replicant
   Replicant: The Alternative to Call Center Outsourcing Solutions
   
   For years, many organizations have tried call center outsourcing solutions to
   manage peak seasons, labor…
   
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 * CX 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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 * Replicant
   Conversational AI Bots Are So Much More Than Just Chatbots
   
   When company owners and call center agents see the array of call center
   solutions and…
   
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 * Replicant
   Call Center Automation: The Best Calls to Automate in Your Contact Center
   
   If you’re ready to implement a call center automation solution, you may be
   wondering which…
   
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 * Replicant
   Smart Call Center IVR: Refining a Long-Standing Problem
   
   When it was developed, call center IVR (interactive voice response) changed
   the way call centers…
   
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 * Scheduled Success: How the Thinking Machine™️ Automates Appointments
   
   Your customers want simple and convenient ways to schedule an appointment.
   The problem? Appointment scheduling…
   
   read more
 * Resolution 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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 * Replicant
   Improve Customer Satisfaction with AI Customer Service
   
   Customer expectations are incredibly high. Consumers are used to ordering
   products and services from their…
   
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 * Replicant
   What Are the Best Contact Center Solutions for 2023?
   
   As another year comes to a close, companies are beginning to look forward to
   2023….
   
   read more
 * Resolve 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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 * Replicant
   Understanding Virtual Agents and Their Role
   
   Many technologies have been designed for contact centers, and each of them
   has a specific…
   
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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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 * Replicant
   The Future of Contact Center Automation: Key Tools and Trends
   
   The current trajectory of automation and artificial intelligence seems to
   indicate that there will continue…
   
   read more
 * Resolve 2022: What’s Next For Contact Center Automation?
   
   The future of contact centers is constantly changing and impossible to
   predict. But at Replicant’s…
   
   read more
 * Swimming Against the Current: Empowering Your Business During an Economic
   Downturn
   
   The late-summer news that the U.S. had likely entered a recession didn’t come
   as a…
   
   read more
 * Believe the Hype: How Replicant is Positioned to be a Breakout Star in
   Customer Service 
   
   Gartner recently published its latest “Hype Cycle” for 2022 which identifies
   key areas driving technology…
   
   read more
 * The 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…
   
   read more
 * 10 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
   The Benefits of an Omnichannel Call Center
   
   In the last three years, the world has been impacted by the pandemic, a
   labor…
   
   read more
 * Replicant
   Autonomous Customer Service: The Future of Customer Care
   
   In recent years, a vast number of processes in a variety of industries have
   been…
   
   read more
 * Resolve 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…
   
   read more
 * Resolve 2022: Can Machines Really Converse With Customers?
   
   The history of AI is the history of thinking. It has roots in philosophers
   like…
   
   read more
 * Customer Service Call Center: 5 Tips to Improve CX
   
   The number one way many businesses communicate with their customers is
   through their contact center….
   
   read more
 * AI Chatbots: What Are They and How Do They Work?
   
   Many people today are familiar with the concept of artificial intelligence
   (AI) as well as…
   
   read more
 * 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…
   
   read more
 * AI Customer Support: How to Enrich Your Customer Experience
   
   Years ago, if you asked customers what they thought of AI customer support,
   you would…
   
   read more
 * Conversational AI vs Chatbots: What’s the Difference?
   
   If you’re exploring technology and automation for your contact center, you
   may be curious about…
   
   read more
 * 5 Questions CX Leaders Should Ask During Holiday Spikes
   
   Most contact center leaders are familiar with some of the key strategies for
   navigating the…
   
   read more
 * Traditional vs. Remote Call Center: A Comparison
   
   When you think of a traditional call center, the image that comes to mind is…
   
   read more
 * How To Choose the Best AI Chatbot For Your Call Center
   
   Consumers today are accustomed to looking for a “chat” button on any webpage
   they visit….
   
   read more
 * Replicant
   What CX Leaders Need to Know About Composability
   
   Customer service has reached an inflection point. Fast and modern experiences
   are no longer a…
   
   read more
 * Conversational AI Platform: What It Is and How It Works
   
   The aftermath of the global pandemic of 2020-21 continues to affect just
   about every industry…
   
   read more
 * Could an AI Call Center Totally Replace Live Agents?
   
   Artificial intelligence is a hot topic in just about every industry today.
   One of the…
   
   read more
 * Call Center IVR Explained
   
   If you’ve ever called a business and interacted with a system that directs
   you to…
   
   read more
 * Thinking About Call Center Outsourcing? Try This
   
   The aftermath of the global pandemic of 2020 has resulted in a combination of
   increased…
   
   read more
 * Automation & Accessibility: Providing Customer Service For All
   
   There’s little doubt that Contact Center Automation is a transformative
   resource that’s creating positive change in customer…
   
   read more
 * The Data-Backed Contact Center Automation Action Plan
   
   Contact Center Automation has gained widespread adoption across the customer
   service world. It’s being used…
   
   read more
 * Replicant’s Conversational AI Platform
   
   Founded five years ago, Replicant has been faithful to its mission of
   “crafting great human-to-machine…
   
   read more
 * Autonomous Customer Service – How This Technology Works
   
   When business owners decide to implement AI in customer service, it’s
   important that they understand…
   
   read more
 * 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…
   
   read more
 * Increase Call Capacity With Call Center Automation
   
   When new business owners set up their customer service department, they often
   view it as…
   
   read more
 * What’s Your Cost Per Call?
   
   A lot has changed since the first contact centers were formed in the late
   20th…
   
   read more
 * A Look into the AI Contact Center of the Future
   
   There’s a reason why futuristic movies, books, and shows are popular.
   Everyone loves the opportunity…
   
   read more
 * 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…
   
   read more
 * Back to School: Contact Center Automation 101
   
   Now that fall is in the air, it’s officially back-to-school season! What a
   perfect opportunity…
   
   read more
 * Cloud-Based Contact Center Solution Providers: A Comparison
   
   Customer service centers have made leaps and bounds over the past several
   years in terms…
   
   read more
 * Customer Service, Digital Transformation
   How an AI Call Center Can Outperform a Traditional Contact Center
   
   When it comes to technology, every business wants to understand how it will
   approve processes,…
   
   read more
 * How Enterprise Contact Centers Really Feel About Automation
   
   Customer service and automation have been loosely tied together for many
   years now. But new…
   
   read more
 * How to Use Contact Center Automation to Scale Your Business
   
   Having more of something – especially in the business world – is a
   double-edged sword….
   
   read more
 * Customer Service, Digital Transformation
   AI, the Future of Work, and Replicant
   
   Replicant co-founder and CEO Gadi Shamia recently joined the AI and the
   Future of Work podcast for…
   
   read more
 * Customer Service, Digital Transformation
   The 5 Most Important Contact Center Stats in 2022 (So Far) 
   
   At the start of the year, enterprise contact centers were hoping for a return
   to…
   
   read more
 * Customer Service, Digital Transformation
   Webinar Recap: How to Recession-Proof Your Contact Center
   
   Labor shortages and unpredictable customer demand have defined much of the
   past two years for…
   
   read more
 * Replicant’s Call Center Workforce Optimization Explained
   
   The idea of contact center optimization is often no longer a differentiator
   but, instead, has…
   
   read more
 * Omnichannel Contact Center Solutions That Work
   
   Imagine your customers ordering a product on your website and your company is
   able to…
   
   read more
 * Customer Service, Digital Transformation
   Benchmark Report: Contact Center Automation is Moving to the Mainstream  
   
   Contact center leaders are facing the hardest customer service climate in
   history.  According to new…
   
   read more
 * The Virtual Call Center Software Top Companies Use and Why
   
   As the virtual call center becomes a reality for more and more companies,
   it’s understandable…
   
   read more
 * Customer Service, Digital Transformation
   Customer Service Innovator Spotlight: Mike Bowman
   
   Replicant’s Innovator Spotlight Series This series is dedicated to customer
   service innovators and leaders that…
   
   read more
 * What is Autonomous Customer Service?
   
   While many industries are struggling with a tight labor market, customer
   service centers may have…
   
   read more
 * Contact Center Automation Use Cases
   
   Contact center automation is most useful for repetitive, predictable tasks.
   Tier One calls that are…
   
   read more
 * Why a Cloud-Based Contact Center is Best
   
   It’s easy to understand why more technologies have moved to the cloud. When
   it comes…
   
   read more
 * Customer Service, Digital Transformation
   Replicant Named ‘Hot Vendor’ by Aragon Research
   
   This month, Replicant was selected as one of four Hot Vendors in
   Conversational AI for…
   
   read more
 * The US Is in a Recession: Here’s What Contact Centers Need to Know
   
   Replicant’s free resources offer tips and strategies for a recession-proof
   customer service operation The American…
   
   read more
 * Customer Service, Digital Transformation
   3 Ways Customer Service Automation Saves Money
   
   Making decisions when it comes to technology can sometimes feel like a
   catch-22. Most organizations…
   
   read more
 * Customer Service, Digital Transformation
   The Best Contact Center Solutions Explained
   
   For something to be dubbed “the best,” a user’s expectations should not just
   be met….
   
   read more
 * Customer Service, Digital Transformation
   Does Your Contact Center Use Conversational AI? It Should
   
   The word “conversation” is defined as “a talk, especially an informal one,
   between two or…
   
   read more
 * Customer Service, Digital Transformation
   The Best Call Center Outsourcing Solution Includes This
   
   It’s no surprise that contact centers today are struggling. High and
   fluctuating call volumes, labor…
   
   read more
 * Customer Service, Digital Transformation
   Customer Experience Automation – Why Companies Prefer Technology
   
   Automation technology and live agents. It’s easy to see why this has
   historically been a…
   
   read more
 * Customer Service, Digital Transformation
   Contact Center Outsourcing vs. Customer Experience Automation
   
   Are you looking for a way to improve your customer interactions with your
   contact center?…
   
   read more
 * Customer Service, Digital Transformation
   Call Center Automation – Why Choose Replicant?
   
   Outsourcing is one of the first solutions that come to mind when a company
   expands,…
   
   read more
 * Customer Service, Digital Transformation
   Checklist: 10 Steps To Recession-Proofing A Contact Center 
   
   Extended periods of economic uncertainty are inherently speculative. But as
   questions continue around the immediate…
   
   read more
 * Customer Service, Digital Transformation
   How Call Center Automation Software Works
   
   Call center technology has evolved over the years from a simple telephone
   interaction to a…
   
   read more
 * Customer Service, Digital Transformation
   5 Keys To A Recession-Proof Brand
   
   Brands can thrive – even amid economic uncertainty The Great Recession of
   2009 saw one…
   
   read more
 * Customer Service, Digital Transformation
   The Thinking Machine Contact Center Technology
   
   We are in the era of artificial intelligence and machine learning. Just about
   every market…
   
   read more
 * Customer Service, Digital Transformation
   5 Ways Automation Can Future-Proof Your Contact Center
   
   Contact Center Automation: Built to Withstand Over the past three years,
   contact centers have been…
   
   read more
 * Customer Service, Digital Transformation
   Contact Center Technology in 2022
   
   The Contact Center Technology Businesses Need in 2022 Every company relies on
   a group of…
   
   read more
 * Customer Service, Digital Transformation
   Customer Service Innovator Spotlight: Michelle Deese
   
   Replicant’s Innovator Spotlight Series This series is dedicated to customer
   service innovators and leaders that…
   
   read more
 * Customer Service, Digital Transformation
   How A Recession Would Impact Contact Centers
   
   How Leaders Can Prepare for an Economic Slowdown Depending on who you ask,
   the US…
   
   read more
 * Customer Service, Digital Transformation
   Call Center Solutions To Increase ROI
   
   Increase ROI With Better Call Center Solutions As technology becomes more
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