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 * Platform
    * Overview One engine for all your support channels
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 * 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
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   GenAI Answers
   AI that leverages your existing knowledge bases to answer all your customers'
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The latest contact center research, trends, and strategies

May 23, 2024 3 min read
The Future of FAQ Automation: Introducing GenAI Answers

For years, Replicant has been powering better customer experiences for some of
the world’s largest…

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 * Artificial Intelligence
 * Case Studies
 * Contact Center Automation
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 * CX Strategy, Trends and Forecasts
   How BPOs Are Adapting to Customer Service AI
   
   For decades, organizations have relied on Business Process Outsourcers (BPOs)
   to improve customer service and…
   
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 * CX Strategy, Trends and Forecasts
   The True Cost of IVRs
   
   Interactive Voice Response (IVR) systems have been a staple in customer
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 * CX Strategy, Trends and Forecasts
   The Most Important CX Priorities for the Rest of 2024
   
   At the start of 2024, industry reports suggested there were two kinds of
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 * Case Studies
   The Art of AI at Love’s Travel Stops
   
   Love’s Travel Stops is among the growing number of enterprises that have
   successfully integrated AI…
   
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 * Hold Music, Ranked
   
   We’ve all been there: stuck on hold, waiting for customer service, with a
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 * CX Strategy, Trends and Forecasts
   Why We’re Entering the Golden Age of Contact Centers
   
   In the ever-evolving landscape of customer service, technology and humans are
   converging faster than ever…
   
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 * CX Strategy, Trends and Forecasts
   Creating a Winning Contact Center Culture
   
   Contact center leaders spend the majority of their time thinking about the
   customer. How to…
   
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 * CX Strategy, LLMs & ChatGPT
   Don’t Get Burned By: GenAI Inaction
   
   Given the risks associated with many GenAI solutions, like CCaaS add-ons, DIY
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 * CX Strategy, Trends and Forecasts
   5 Most AI-Ready Call Types for Transit Authorities
   
   Reliable customer service is as crucial to transit authorities as the cars,
   buses and trains…
   
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 * CX Strategy, LLMs & ChatGPT
   Don’t Get Burned By: DIY GenAI Solutions
   
   As the pressure to implement AI grows, success for most contact centers will
   be defined…
   
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 * CX Strategy, LLMs & ChatGPT
   Don’t Get Burned By: Unproven GenAI Point Solutions
   
   As the pressure to implement AI grows, success for most contact centers will
   be defined…
   
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 * CX Strategy, Trends and Forecasts
   5 Most AI-Ready Call Types for Imaging Centers & Labs
   
   The healthcare industry is undergoing a monumental, AI-powered
   transformation. As patient expectations continue to rise…
   
   read more
 * CX Strategy, LLMs & ChatGPT
   Don’t Get Burned By: GenAI Add-Ons to Your CCaaS
   
   As the pressure to implement AI grows, success for most contact centers will
   be defined…
   
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 * CX Strategy, Trends and Forecasts
   5 Most AI-Ready Call Types in Pest Control
   
   Pest control contact centers are no stranger to the CX pressures facing the
   consumer services…
   
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 * Reinventing Customer Service: Insights from Replicant’s CTO
   
   Customer service is undergoing somewhat of a renaissance, driven by
   fast-evolving customer expectations and equally…
   
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 * Case Studies, CX Strategy
   How Southwest Medical Imaging Transformed Their Patient Experience
   
   In the healthcare industry, timely patient service can be as critical as
   medical treatment itself. …
   
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 * CX Strategy, Trends and Forecasts
   Reckless Abandon: 6 Strategies For Using AI To Eliminate Angry Hang-Ups 
   
   If you’re a customer calling into a contact center for support, few outcomes
   are worse…
   
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 * CX Strategy
   The One Step Every Contact Center Must Take Before Adopting AI
   
   The push towards customer service AI is no longer just a trend, it’s a
   necessary…
   
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 * Artificial Intelligence, CX Strategy
   AI for All: Choosing a CX Solution That Serves Every Customer
   
   Using conversational AI for customer service comes with its own unique set of
   requirements when…
   
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 * CX Strategy
   The 5 Most AI-Ready Call Types in Insurance
   
   The insurance industry is undergoing a monumental, AI-powered transformation.
   As customer expectations continue to rise…
   
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 * CX Strategy, Trends and Forecasts
   The Phone Is Still King, and Other Takeaways From the State of CX in 2024
   
   Chatbots, mobile apps and text support have changed the way customer service
   gets done. But…
   
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 * CX Strategy, Trends and Forecasts
   Using 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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 * CX Strategy, Trends and Forecasts
   5 Ways AI Helps Travel & Hospitality Brands Handle the Resurgence of Demand
   
   The travel and hospitality industry is in the midst of a roaring comeback.
   Nearly three-quarters…
   
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 * CX Strategy, Trends and Forecasts
   Why Finding (and Keeping) Good Agents Is So Hard
   
   When you look at the state of customer service – where average answer times
   are…
   
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 * Artificial Intelligence, Contact Center Automation, CX Strategy
   The 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 Forecasts
   How 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 Forecasts
   Why 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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 * Artificial Intelligence, CX Strategy
   Top 50 CX Innovators
   of 2024
   
   2023 was a watershed year in customer service.  On the heels of ChatGPT’s
   release, AI…
   
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 * CX Strategy, Trends and Forecasts
   52 Contact Centers in 52 Weeks: Lessons From an Implementation Marathon
   
   Sometime in the mid-2000s, Mike Milburn was in Gwinner, North Dakota.  Then
   an implementation lead…
   
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 * CX Strategy, Trends and Forecasts
   Five Takeaways From a Decade of Contact Center Change
   
   Ten years ago, contact centers looked very different than they do today.
   Remote work was…
   
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 * Replicant News
   Replicant Spotlight: Raj Pandya, Sr. Software Engineer
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * LLMs & ChatGPT, Replicant News
   Replicant Unveils 2.0 Platform Powered by GenAI, Offering Near-Human
   Experience That Resolves More Customer Issues
   
   Contact centers can fully resolve more customer calls with automation, reduce
   deployment times to just…
   
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 * CX Strategy, Replicant News
   Replicant 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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 * CX Strategy
   Dialed In: Beyond the ChatGPT Hype With Brad Lightcap
   
   In the latest episode of Dialed In, Brad Lightcap, COO of OpenAI, joined Gadi
   Shamia…
   
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 * CX Strategy, Replicant News, Trends and Forecasts
   Customer Service Innovator Spotlight: Namecca Parker
   
   Replicant’s Innovator Spotlight Series This series is dedicated to customer
   service innovators and leaders that…
   
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 * CX Strategy
   Dialed In: AI and Hospitality With Hannah Day
   
   In the latest episode of Dialed In, Gadi Shamia was joined by Hannah Day,
   Director…
   
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 * CX Strategy
   Dialed In: The Impact of Generative AI With Kevin McLaughlin
   
   In this episode of Dialed In, Gadi Shamia, CEO and co-founder of Replicant
   was joined…
   
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 * CX Strategy
   Dialed In: Navigating the Road to Customer Service Excellence With AAA
   
   The Auto Club Group is an integral part of the American Automobile
   Association (AAA) Federation,…
   
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 * CX Strategy
   Dialed In: How Airbnb is Leveraging Human-AI Collaboration
   
   At its core, Airbnb’s business model is built on trust and collaboration
   between guests and…
   
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 * Replicant News
   Replicant Spotlight: Rowley Luo, Finance Manager
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * Replicant Labs
   Replicant Labs: What Can Go Wrong in the Lifecycle of an Interaction?
   
   The Replicant Labs series pulls back the curtain on the tech, tools, and
   people behind…
   
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 * Case Studies
   The CX Rx: How Healthcare Contact Centers Serve More Patients With Replicant
   
   Healthcare is the most important service a customer will use in their
   lifetime. For providers,…
   
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 * Replicant News
   Replicant Spotlight: Mike Borelli, Account Executive
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * Case Studies
   New Jersey Transit Brings Rapid Service to Paratransit Riders With Replicant
   
   Customer Overview NJ TRANSIT is the nation’s largest statewide public transit
   provider by area. With…
   
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 * LLMs & ChatGPT, Replicant Labs
   Replicant Labs: How We Safeguard Contact Centers From LLM Risks
   
   The Replicant Labs series pulls back the curtain on the tech, tools, and
   people behind…
   
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 * Replicant Spotlight: Zainah Siddiqui, Senior HR Coordinator
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * LLMs & ChatGPT, Replicant Labs
   Replicant Labs: How LLMs Supercharge Our Contact Center Automation Platform
   
   The Replicant Labs series pulls back the curtain on the tech, tools, and
   people behind…
   
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 * Case Studies, CX Strategy
   We’ve Got You Covered: Insurance Providers Resolve More Calls With Replicant
   
   From home to auto to life, insurance contact centers consistently rank as
   some of the…
   
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 * Replicant News
   Replicant Spotlight: Melissa Prince, Account Executive
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * LLMs & ChatGPT
   ChatGPT for CX Leaders: Cheat Sheet
   
   ChatGPT has started a boom of Large Language Model (LLM) innovation. This new
   wave of…
   
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 * Replicant News
   Replicant Spotlight: Joe Berenz, Senior Manager, Digital Marketing
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * Case Studies
   Leading 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 Strategy
   Service 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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 * Replicant News
   Replicant Spotlight: Carolina Manterola, Senior Engagement Manager
   
   Tell us about yourself! Where are you located and what was your path to
   joining…
   
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 * LLMs & ChatGPT
   The ChatGPT Glossary for CX Leaders
   
   ChatGPT and Large Language Models (LLMs) have put AI on the radar of every
   customer…
   
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 * LLMs & ChatGPT
   How Replicant Unlocks the Future of Contact Center Automation with ChatGPT
   and LLMs
   
   Six years ago, Replicant set out to revolutionize the way contact centers
   serve customers by…
   
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 * Replicant News
   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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 * Case Studies
   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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 * Case Studies, CX Strategy
   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…
   
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 * Replicant News
   Replicant 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 Forecasts
   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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 * Contact Center Automation, CX Strategy
   5 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 Studies
   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 News
   Replicant 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 Automation
   Conversation 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 Studies
   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
 * LLMs & ChatGPT
   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…
   
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 * Case Studies
   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…
   
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 * Case Studies
   Six Companies Experiencing Profit Margin Miracles with Replicant
   
   1. 35% Net Monthly Savings for OnProcess OnProcess provides a service that
   helps their customers…
   
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 * LLMs & ChatGPT
   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
 * Case Studies
   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
 * Contact Center Automation, CX Strategy
   What 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 Automation
   10 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 & ChatGPT
   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
 * Case Studies
   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
 * CX Strategy, Replicant News
   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…
   
   read more
 * Case Studies
   Roadmap: Automate Appointment Scheduling With the Thinking Machine
   
   Appointment scheduling can take up hours of your contact center agents’ time.
   But finding an…
   
   read more
 * Contact Center Automation, CX Strategy, Trends and Forecasts
   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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 * Artificial Intelligence
   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
 * Artificial Intelligence
   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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 * Case Studies, Contact Center Automation
   Roadmap: 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 Intelligence
   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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 * CX Strategy
   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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 * Trends and Forecasts
   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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 * Contact Center Automation
   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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 * CX Strategy
   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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 * Case Studies, Contact Center Automation
   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
 * Case Studies, Contact Center Automation
   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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 * Artificial Intelligence
   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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 * CX Strategy, Trends and Forecasts
   What Are the Best Contact Center Solutions for 2023?
   
   As another year comes to a close, companies are beginning to look forward to
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 * Replicant.ai raises $27M to modernize customer service with the world’s first
   autonomous contact center
   
   Today we announced the closing of $27 million Series A financing, led by
   Norwest Venture…
   
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 * Contact Center Automation
   Optimize Call Center Costs
   
   Author Andrew Grant famously said, “You never get a second chance to make a
   first…
   
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 * CX Strategy, Trends and Forecasts
   Why Call Centers Need Replicant
   
   Organizations are now entering the third era of IT, according to Gartner’s
   2019 CIO Survey,…
   
   read more
 * A New Approach to Customer Service for eCommerce
   
   In April 2020, digital e-commerce jumped 49%, dubbing the spring month as
   “Black Friday in…
   
   read more
 * Artificial Intelligence, Trends and Forecasts
   AI Voice Responder Supports Call Centers Impacted by COVID-19
   
   Replicant’s AI Voice Responder enables call centers to quickly respond to
   increased customer calls without…
   
   read more
 * CX Strategy
   Chatbots vs. Virtual Agents: Customer Service Tools That Are Disrupting the
   Industry
   
   Artificial Intelligence’s (AI) ability to give machines human-like qualities
   continues to be a transformative technology…
   
   read more
 * Artificial Intelligence
   Your Fast and Easy Guide to Customer Service AI Terms
   
   If you’re beginning to explore artificial intelligence (AI) for your customer
   service strategy or simply…
   
   read more
 * Artificial Intelligence
   Get Smart on Replicant Voice
   
   Want to get smart on Replicant Voice? Take a look at our most frequently
   asked…
   
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 * Artificial Intelligence, Replicant News
   Meet the “Thinking Machine”: Why We Chose Not to Personify AI at Replicant
   
   Artificial Intelligence (AI) has been around for a while now. Al algorithms
   were brought to…
   
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 * Artificial Intelligence
   What Makes a Great AI Conversation on the Phone?
   
   A few weeks ago, I wrote a blog post about the making of a great…
   
   read more
 * Patience Factors and Customer Service
   
   Patience is a virtue, or at least so we’re told. Virtue or not, patience is…
   
   read more
 * Artificial Intelligence
   What Makes a Great Conversation?
   
   I have been working in the Customer Service industry for the past five years
   and…
   
   read more
 * Artificial Intelligence, Contact Center Automation
   Call Center Automation: What Calls Should You Automate?
   
   Call centers have changed drastically, even over the last five years. As
   technology continues to…
   
   read more
 * Replicant News
   Replicant Launches with $7 Million in New Funding and Adds Veteran CEO
   
   Talkdesk’s former COO joins Replicant to lead the customer service industry
   into the age of…
   
   read more
 * Contact Center Automation
   Who’s Answering Your Customer Service Calls?
   
   Customer service call centers comprise a significant portion of the U.S.’s
   economy, with four million…
   
   read more
 * Artificial Intelligence
   Deep Learning vs Machine Learning: What’s the Difference?
   
   Artificial intelligence (AI) is a vast, complicated field. We know, we work
   with AI every…
   
   read more
 * Contact Center Automation
   4 Ways to Liven up your IVR to Serve your Customers Better
   
   How critical is customer engagement? Well, these days it’s a pivotal
   strategic approach in the…
   
   read more
 * Contact Center Automation
   Guide to Scaling Your Call Centre Business Model
   
   When your company is just beginning, it is difficult to imagine that you will
   have…
   
   read more
 * Complex Customer Service Issue? Humans Are Standing By
   
   Over the last several years, the customer service industry has experienced
   monumental change. From the…
   
   read more
 * Artificial Intelligence
   The Impact of Machine Learning on Call Centres
   
   Machine learning has experienced exponential growth in the last few years.
   The International Data Corporation…
   
   read more
 * Best Customer Service Practices – 10 Customer Service Tips you Need to Try
   
   By Melissa Rosen The best companies do not just have customers, they have
   fans. My…
   
   read more
 * CSAT: The Ultimate Guide to Customer Satisfaction
   
   Currently, there has been a transition from customer service that was handled
   by operators to…
   
   read more

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