Blogs by Harry Chang

Customer Overview This nationally recognized pest control company has been keeping homes and businesses bug-free…

Auto repairs. Pest control. Landscaping. Moving services. Heating and HVAC.  The Consumer Services that make…

ChatGPT and Large Language Models (LLMs) have put AI on the radar of every customer…

Customer Overview For over 60 years, this leading auto insurance company has provided five-star coverage…

Hold times are a challenge in every industry. But for transportation contact centers, reliable service…

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

Replicant was named a winner in the Business Intelligence Group’s 2023 Artificial Intelligence Excellence Awards,…

A recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…

Customers expect businesses to provide a seamless and consistent experience across all channels. But they…

Agents spend countless hours capturing repetitive customer information like names, order numbers, addresses, and request…

Replicant has been named a winner in the 17th annual Stevie® Awards for Sales &…

There are many reasons why automation has become an obvious solution for contact centers aiming…

Let’s face it. Even though the contact center crisis has impacted nearly every industry, no…

You’ve probably heard of ChatGPT by now. OpenAI’s automated chatbot – which crossed 1M users…

Before the ChatGPT hype, another generative AI swept the internet: AI image creators. Like ChatGPT,…

First impressions can make or break customer experiences. Unfortunately, most IVRs usually do the latter….

Deciding which customer service requests in your contact center are best suited for automation is…

Artificial Intelligence (AI) in the contact center is growing at a rapid rate. End-user spending,…

ChatGPT has taken the internet by storm. The powerful chatbot from OpenAI, which provides long-form…

Appointment scheduling can take up hours of your contact center agents’ time. But finding an…

Customer experience leaders are hard at work assessing the year that was and planning for…

Brands like AAA trust Replicant’s Thinking Machine to automate thousands of dispatch calls every week….

Dispatch calls can take up hours of your contact center agents’ time. But finding an…

For the vast majority of people, calling a business to request basic information such as…

According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…

Your customers want simple and convenient ways to schedule an appointment. The problem? Appointment scheduling…

Nine out of ten contact center leaders agree: automation is a critical priority in overcoming…

One of the most illuminating sessions at Resolve 2022 came from Replicant customer ECSI. ECSI,…

Contact Center Automation is a sophisticated customer service solution powered by a combination of advanced…

The future of contact centers is constantly changing and impossible to predict. But at Replicant’s…

Contact Centers Need Solutions That Address the Root Problem Today’s contact center agents have never…

In just the last year, contact center leaders have faced mounting pressure from a tightening…

Part of what makes Contact Center Automation such an impactful solution is that it’s not…

The history of AI is the history of thinking. It has roots in philosophers like…

For most of us, interacting with a machine is nothing new. Full generations have lived…

Most contact center leaders are familiar with some of the key strategies for navigating the…

Customer service has reached an inflection point. Fast and modern experiences are no longer a…

Contact Center Automation has gained widespread adoption across the customer service world. It’s being used…

According to the 2022 Benchmark Report, almost all contact center leaders (91%) report that automation…

A lot has changed since the first contact centers were formed in the late 20th…

There’s a reason why futuristic movies, books, and shows are popular. Everyone loves the opportunity…

Ask anyone who’s called into a contact center in the last year, and they can…

Customer service and automation have been loosely tied together for many years now. But new…

At the start of the year, enterprise contact centers were hoping for a return to…

Labor shortages and unpredictable customer demand have defined much of the past two years for…

Extended periods of economic uncertainty are inherently speculative. But as questions continue around the immediate…

Brands can thrive – even amid economic uncertainty The Great Recession of 2009 saw one…

Contact Center Automation: Built to Withstand Over the past three years, contact centers have been…

How Leaders Can Prepare for an Economic Slowdown Depending on who you ask, the US…

Direct-to-consumer businesses rely on great customer service According to e-Marketer, Direct-to-consumer (DTC) eCommerce sales are…

Reducing inbound customer requests has always been a priority for contact center leaders. But up…

Contact Center Automation transforms every side of the customer service journey Contact Center Automation is…

How a Holistic Automation Solution Brings Customers Familiar Experiences Picture contact centers as a house….

How a Holistic Automation Solution Brings Customers Familiar Experiences Today’s customers put up with a…

Contact Center Automation is Revamping Customer Service Customers expect great service no matter what their…

Contact Center Automation is putting to rest common AI misconceptions When people think of Artificial…

Know What Your Contact Center is Looking For  A 2021 McKinsey survey indicated that AI adoption…

Getting Started With Contact Center Automation Companies often take a step-by-step approach to unlocking the…

What Makes Contact Center Automation Different? Contact centers represent an extremely large market with several…

Contact Center Automation: Service for Your Customers, Relief for Your Agents  Contact Center Automation is…

Costs Are Rising, But Contact Centers Can Stay Calm Inflation is applying pressure to nearly…

Training Agents Just Got A Whole Lot Smarter Customer service agents have never needed help…

Don’t Wait, Automate A few years ago, 76% of contact centers were planning to invest…

The Numbers Behind Contact Center Automation’s Rapid Adoption Digital transformation was already well underway in…

What would you do with 43 days? A report found that half of America’s customers…

Customer Service Representatives Are Evolving This month, we’ve taken a look at the ways in…

How Contact Center Automation Transforms Customer Service When done right, customer service can be your…

What the Data Says About the “New Customer” Between the pandemic, the “Great Resignation,” and…

The Underlying Effects of the Contact Center Crisis Many of the causes for today’s contact…

What Is the Forecast For Contact Centers ‘Weathering the Storm?’ Every contact center is different….

Contact Centers Can’t Keep Up With Skyrocketing Call Volumes Catastrophic weather events. Cybersecurity threats. Supply…

Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few…

These days, there’s no shortage of reasons contact center agents might be questioning their relationship…

Cultures all over the world celebrate Valentine’s Day in their own unique ways. In Italy,…

Today’s contact centers are under immense pressure from multiple angles, each with their own unique…

How the Great Resignation is Impacting Contact Centers in 10 Data Points  The Great Resignation…

Cisco is the number one supplier of enterprise phone systems in the world. Which means…

By almost every account, 2021 was the hardest year in history to manage a contact…

Earlier this month, we discussed some of the most common, though under-discussed, pitfalls contact centers…

A global re-evaluation of what constitutes meaningful work has brought us to a time many…

The recent explosion of COVID-19 cases worldwide, driven by the Omicron variant, has demonstrated that…

As conversational AI adoption continues to skyrocket across contact centers globally, many customer service leaders…

Last month, we looked at ten of the most important contact center stats to emerge…

After a year of sweeping changes, it’s never been more important for contact centers to…

Last week, Replicant Co-Founder and CTO Benjamin Gleitzman was joined by Mike Bowman, Director, Servicing…

Persistent hiring challenges and rising AI adoption in 2021 means two things for contact centers…

The holidays are here, and for many contact centers this means ‘tis the season’ for…

By now, you’ve probably adjusted your contact center strategy and formed new working habits after…

2021 accelerated many of the virtual care and digitalization trends already underway in healthcare. It…

As business leaders look toward 2022, the call for digital transformation has never been louder. …

Contact centers might not get the level of media coverage that other pandemic-stricken functions do,…

If you’re among the many who have been introduced to conversational AI recently, you’ve probably…

Call Center Analytics, Insights, and Conversational AI Many people can probably remember feeling a sense…

Call routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….

Conversational AI is reshaping the way brands communicate and engage with their customers. If you’re…

2021’s InsureTech Connect conference in Las Vegas came and went faster than a Bellagio fountain…

Last week, Harvard Business Review reported that AI Adoption Skyrocketed Over the Last 18 Months,…

The last time Insurtech Connect was in-person was in 2019, and the world was a…