Replicant has expanded Thinking Machine – its conversational AI platform – to support more customer engagement channels.
Users can now resolve customer issues over different channels, such as voice, live chat, and social, and seamlessly switch between them if necessary.
Gadi Shamia, Chief Executive Officer and Co-Founder of Replicant, said: “With hiring challenges and unpredictable call volumes on the rise, more and more contact centers are turning to automation, but simple solutions like Interactive Voice Response (IVR) and standalone chatbots don’t resolve customer issues.”
“Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent customer experiences. Our Thinking Machine is now resolving issues not just over the phone, but also with messaging and digital channels to make this vision a reality.”
The platform uses a shared intent library to resolve issues across different languages. It also enables faster deployment, as well as handoff escalations, which allow agents to take over complex issues without losing customer context.
Investors are seeing potential in Replicant, as it has recently closed a $78 million Series B funding round, bringing the company’s total funding to more than $110 million.
