Replicant has added new capabilities to its conversational AI platform, Thinking Machine.
The company says expanded capabilities will enable hands-on management of all conversations between customers and the AI platform, leading to “continuous improvement of customer experience”.
Gadi Shamia, Replicant’s Chief Executive Office and co-founder, said: ”
Contact centers all over the world are struggling because of workforce management issues – they can’t hire, train or retain enough agents. We founded Replicant on the belief that machines are ready to have useful, complex conversations that can transform customer service.”
“The new capabilities are the next building block in this mission, serving to not only deliver always-on, elastic call center capacity but also to provide instant, rich data directly from customers so that conversational AI is no longer a black box. This visibility and actionability, all within one dashboard, is what’s needed to power the next generation of smart, enjoyable customer service.”
Founded in 2017, Replicant offers conversational AI for customer contact centres. Their solution includes natural languages understanding engine which simplifies intent detection and entity recognition, as well as the understanding of context.
The company claims its platform can respond within a second and hold life-like conversations via the phone, SMS and chat.
The platform is also able to understand complex and colloquial speech patterns like slang, accents, and technical terms.
Replicant Thinking Machine can solve issues with scheduling appointments, changing reservations, starting or stopping a service, billing questions requesting a refund and more.
The expanded platform functionality now includes the following features:
- Conversation Monitoring to listen to, review and search all fully-transcribed conversations
- Analytics to uncover real-time insights into every conversation, understand the reasons for contacting support and act on unsupported conversation flows
- Conversation Builder to easily edit and update scripts based on insights from conversational analytics.
One of Replicant’s customers says that the platform allowed them to scale call centre operations and give insights into caller behaviour “at a much deeper level”.
