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Replicant

AI that contact centres love: Automate conversations and gain actionable insights.

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Overview

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Replicant is a pioneering conversational AI platform empowering contact centres to deliver outstanding customer service. Established in 2017, Replicant automates routine customer interactions over voice, text, and chat, resolving up to 80% of interactions autonomously. The core "Thinking Machine" leverages advanced NLP for fast, human-like conversations and deep insights, reducing costs, eliminating hold times, and enhancing customer and agent satisfaction. With over 55 million conversations automated and 500+ million agent minutes saved, Replicant enables businesses to scale 24/7 support while keeping human agents focused on high-empathy tasks.

How It Works

  • Conversation Automation:
    • Enterprise-proven AI agents resolve routine, high-volume customer requests instantly and empathetically across voice, chat, and SMS.
    • Over 500 million minutes of conversation training, support for 35+ languages, and built-in guardrails against hallucinations.
    • Comprehensive conversation design services and seamless integration with CCaaS, CRM, billing, and IVRs.
  • Conversation Intelligence:
    • Automated QA and AI-driven insights from every interaction.
    • Real-time call summaries, agent coaching cues, trend identification, and automation suggestions.
    • Knowledge base builder to boost AI and human agent capabilities.
  • The Thinking Machine:
    • Recognizes human speech with less than 1 second latency.
    • Purpose-built transcription with 20% less word error rate.
    • Detects pauses and interruptions for natural dialogue.
    • 96%+ inference accuracy and multi-intent understanding.
    • Contextual entity extraction for names, dates, and places.
  • Deployment:
    • First use cases can be live in as little as six weeks.

Use Cases

Customer Service Automation
Automate high-volume service interactions such as onboarding, scheduling, billing, payments, account management, and answering FAQs—freeing agents for complex cases.
Agent Augmentation & Insights
Surface actionable insights and automate QA workflows; deflect routine calls so agents focus on conversations requiring empathy and judgment.
Industry-Specific Applications
Deploy for insurance claims, healthcare appointments, e-commerce orders, hospitality bookings, and more—scaling support in vital verticals.

Features & Benefits

  • Enterprise-proven AI agents trained on 500 million+ minutes
  • Empathetic automation of routine voice, chat, and SMS requests
  • 24/7 customer support, eliminating hold times
  • Scalable to meet demand fluctuations
  • Automated QA and AI-powered insights for every conversation
  • Real-time call summaries and trend reporting
  • Proprietary AI with natural-sounding, context-aware conversations
  • 96%+ inference accuracy, handles multi-intent queries
  • 35+ language support across channels (voice, chat, SMS)
  • Unlimited support, ongoing optimisation, and flat fee via the Replicare model
  • Money-back guarantee for risk-free investment
  • Enterprise-grade compliance (HIPAA, PCI, GDPR) and 99.5% uptime SLAs
  • Seamless integration with CCaaS, CRM, and IVR systems

Target Audience

  • Contact Centre Leaders: Directors, VPs, and leaders seeking improved efficiency and customer satisfaction.
  • CX Professionals: Focused on delivering excellent customer service and managing AI-human teams.
  • Operations Managers: Looking to streamline processes and reduce agent attrition.
  • Engineering/Communications Directors: Wanting advanced AI integration within existing systems.
  • Enterprise Businesses Across Sectors: Insurance, Healthcare, Consumer Services, Hospitality & Travel, E-Commerce—any with high-volume customer service needs.

Pricing

  • Transparent, flat-fee pricing model for all services
  • Unlimited support and ongoing optimisation included through Replicare
  • No additional change orders or hidden costs—predictable investment
  • 100% money-back guarantee if results are unsatisfactory
  • For tailored details, a demo may be requested

FAQs

What is Replicant?

Replicant is a conversational AI platform that automates customer service interactions across voice, text, and chat, delivering AI-powered insights and freeing human agents for more complex work.

How does Replicant's AI sound human?

Replicant’s "Thinking Machine" combines advanced NLU and proprietary ASR for natural, immediate, and accurate conversations, with recognition of pauses and multiple intents.

What communication channels does Replicant support?

Replicant covers voice, chat, and SMS for consistent omnichannel customer experiences.

What is Conversation Automation?

It’s Replicant’s deployment of enterprise-proven AI agents to efficiently resolve high-volume customer requests, reducing the need for human intervention.

What is Conversation Intelligence?

This involves automated QA and AI-driven analytics for every conversation, helping contact centers spot trends, elevate agent performance, and make smarter business decisions.

How quickly can Replicant be deployed?

Initial use cases can be live in as little as six weeks.

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