Watch the webinar on-demand

You’ve witnessed machines having very human conversations with generative AI, like ChatGPT—and naturally, contact centers are using this new generative AI technology to humanize their customer experience. The power to improve key metrics like resolution rates and average handle times is unlocked when you combine LLMs with customer data. But, achieving these results at scale requires an enterprise-grade connection to avoid common risks like hallucinations and inaccurate responses. 

Paramount Hospitality successfully integrated an LLM layer into their Contact Center Automation platform and securely combined the knowledge of generative AI with their business processes, SKUs and internal systems. The results? A 10% improvement in resolution rates, 30% shorter calls and significantly more flexible and natural conversations.

Walk away with a fresh blueprint and learn:

• How Paramount Hospitality navigated their LLM deployment
• The design, integration and deployment phases of LLM-powered automation
• How to safely incorporate LLMs with customer data and existing platforms
• Steps to determine your contact center’s LLM readiness 
• How to perform a cost-benefit analysis for using LLMs

The post Better Together: Resolve More Calls By Combining Generative AI with Customer Data appeared first on Replicant.

The post Napa Wine Tasting With CX Trail Blazers Paired With Great Convo appeared first on Replicant.

Watch the webinar on-demand

ChatGPT and Large Language Models have the power to revolutionize customer service. And for Replicant’s customers, it’s already happening. Better resolution rates. Fewer turns and lower average handle times. Faster time to value. These are no longer promises, but actual results. 

More and more companies have adopted Contact Center Automation as they deal with agent hiring challenges, call volume spikes and budget pressures. LLMs are already accelerating this trend, and companies that don’t act will be left behind.

Join Gadi Shamia, co-founder and CEO of Replicant, Meghna Suresh, Head of Product, Replicant, and Tanya Weigelt, AVP, CAA Auto Club to understand how companies are already unlocking the potential of this new technology.

The post From Promises to Production: How to Implement ChatGPT and LLMs in your Contact Center appeared first on Replicant.

This event provides a platform for the contact center leaders community to exchange valuable insights and success stories on building great conversations with automation. 

This is an exclusive experience at LA’s finest Teleferic Barcelona Restaurant. Join us for lunch and learn about designing great conversations to boost customer engagement and maximize the benefits of your contact center automation. We will address the common concern that “customers will not engage with a voice bot”, and focus on best conversation design practices.  

When discussing the exceptional design, all attendees of the event will be automatically entered into a raffle. Three fortunate winners will be given the opportunity to design their own personalized Nike shoes!

Why attend:

• You’ll meet and mingle with the contact center leaders community from the Los Angeles area
• Learn and share valuable insights and success stories on how to build a great conversation with automation 
• You’ll indulge in an exquisite tapas experience straight from Barcelona, The Teleferic Barcelona Restaurant

The post VIP Lunch & Learn For Contact Center Leaders in Los Angeles appeared first on Replicant.

This event provides a platform for the contact center leaders community to exchange valuable insights and success stories on building great conversations with automation.

This is an exclusive experience at Boston’s finest Contessa Restaurant. Join us for lunch and learn about designing great conversations to boost customer engagement and maximize the benefits of your contact center automation. We will address the common concern that “customers will not engage with a voice bot”, and focus on best conversation design practices.

Why attend:

• You’ll meet and mingle with the contact center leaders community from the Boston area
• Learn and share valuable insights and success stories on how to build a great conversation with automation 
• You’ll indulge in an exquisite dining experience at Boston’s finest restaurant, The Contessa, with delectable food and a chocolate tasting to top off the day

The post Exclusive Lunch & Learn For Contact Center Leaders in the Boston Area appeared first on Replicant.

ChatGPT and Large Language Models (LLMs) have arrived. The customer service industry is perfectly positioned to benefit from this technology given automating conversations in your contact center is already top of mind. So, how do you use this powerful and complex technology to supercharge what’s working in your contact center automation? How do you avoid exposing your business and customers to more risk? In this private, customer-only webinar we will share both the promise AND the peril of LLMs for your contact center.

Replicant has been working with cutting edge language models for 6 years and we will share how your Thinking Machines can incorporate LLMs to:

• Resolve more customer issues more quickly
• Roll out more complex, new use cases faster 
• Safeguard your business and customers from conversations gone wrong

The post ChatGPT and LLMs—<br>The Promise and The Peril for Your Contact Center appeared first on Replicant.

The post Epic Virtual Craft Beer Tasting for CX Innovators appeared first on Replicant.

Watch the recording of our Lunch & Learn to hear industry veteran executive Gretchen Shanofsky talk about recent macro-trends impacting the healthcare space, and how AI and automation are playing a huge role in transforming the member experience for the better. 

Register to:

• Learn the latest technology advances impacting the healthcare industry
• What processes healthcare leaders are leveraging AI to automate and improve
• The real impact of automation on the patient experience and other healthcare KPIs and obligations

* This event is by invitation only, and Replicant reserves the right to limit attendance to customers and prospects. Capacity will be limited.

About Gretchen Shanofsky: Gretchen is an independent consultant, collaborating with organizations looking to develop programs and services to improve health care cost and service outcomes. With extensive experience in health tech and insured products, she has held executive positions at Clover Health, Oscar Health, Satellite Healthcare, and United Healthcare. She is a population health enthusiast with interests in systems thinking, behavioral economics and solutions to address inequities in the health system.

The post How AI and Automation Can Transform the Member Experience in Healthcare appeared first on Replicant.

After two jam-packed days in Nashville rich with amazing content, entertainment from fantastic local artists, delicious food, and of course, great company, we just had to find a way to share the experience with you! 

Watch all of our informative sessions on-demand and don’t miss out on the incredible insights delivered by contact center leaders including topics like:

• Contact Center Automation and Navigating Change Management
• 7 Tips for Getting Started with Contact Center Automation
• How to Build Extraordinary Teams

Here’s a sneak peek of what to expect from our library of on-demand sessions:

The post The VIP Contact Center Event Of The Year Brought to You On-Demand appeared first on Replicant.

We enjoyed a fantastic wine tasting with Castello di Amorosa, and while we continued to sip our delectable wines, we got to listen to Ryan Fuerst, VP of Enterprise Project Management from Benefytt Technologies, a powerful tool for comparing Medicare policies. Here are some of the key takeaways:

• Contact center staffing continues to be a major challenge, especially during seasonal spikes. Automation can help agents focus on more complex tasks.
• Thoughtful implementation of AI technology can lead to an increase in revenue. Benefytt saw a 45% increase in lead conversion after using Replicant.
• Consistency is crucial in the contact center. By sending calls to Replicant, it’s possible to accurately forecast how many will need to be handled by live agents.
• Last but not least…listening to success stories about seeing such positive ROI and sipping wine at the same time is just a good feeling!

The post Virtual Wine Tasting in Castello di Amorosa for Contact Center Leaders appeared first on Replicant.

• The critical role of contact centers in maintaining customer loyalty and revenue during turbulent times
• The KPIs that matter most when navigating market uncertainty
• How to approach scaling contact centers without increasing costs
• The value of a strategic contact center function and how technology can help

The post How to Recession-Proof Your Contact Center appeared first on Replicant.

While business soared for retailer Because Market, agent staffing was quickly getting in the way of growth. Faced with the challenge of finding qualified agents, they needed a solution that would ensure customers would receive fast responses and also create consistency in the customer experience.

Join our upcoming webinar to learn how Kelsey Holshouser, VP of Customer Experience at Because Market, chose to partner with Replicant in order to:

• Eliminate their backlog of unanswered customer messages
• Respond to customers immediately over the phone and SMS
• Deliver a more consistent and fast customer service

The post Overcome Agent Staffing Woes with Omnichannel Contact Center Automation appeared first on Replicant.

Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few of the challenges adversely affecting today’s customer service providers. 

Fortune reports that in September 2021, 4.3 million Americans voluntarily quit their jobs. Labor shortages are expected to remain high in 2022, too. In Fortune’s survey of CEOs, 73% report that labor/skills shortages will disrupt their business in 2022. 

So how are some of the most innovative contact center leaders tackling these challenges in 2022? 

Watch the recording with all-star panelists from a variety of industries to learn how they’re responding. Gain a comprehensive understanding of the forces causing today’s challenges, and learn the leading strategies today’s experts are using to build the most resilient contact centers of the future.

The post Preparing for the Contact Center Workforce Management Crisis appeared first on Replicant.

Join our guest talk with seasoned contact center leader, Mike Bowman, Director of Customer Support at ECSI, and Benjamin Gleitzman, Replicant CTO and Co-Founder, to learn:

• How to understand the conversation data behind your support calls
• What insights are most important to driving better customer experiences
• How to take action on these insights to effectively run your contact center

The post Conversational AI is No Longer a Black Box appeared first on Replicant.

With the events of 2020, we’ve seen unexpected demands on our call centers, from higher call volumes and longer wait times to overworked agents. Call centers had to act quickly to maintain high-quality customer service amidst uncertainty. The Replicant.ai team introduced an AI-powered Voice Responder that can triage high call volumes, answer frequently asked questions, and create tickets for agents to follow-up on for better prioritization. It serves as a first line of defense for tier-1 customer service calls to meet customer service demands while call centers are compromised.

Watch this on-demand webinar to learn about:

• Using AI to reduce call overflow, customer hold times, and agent fatigue
• Getting a solution up quickly s to meet unforeseen customer service demands
• Industry-specific customer service concerns

The post Manage Unexpected Demands on your Call Center with a First Line of Defense appeared first on Replicant.

• Challenges call centers around the world are facing now.
• How to get an AI solution up and running in days, not weeks.
• Using AI to reduce call overflow, customer hold times and agent fatigue.
• Industry-specific customer service concerns.

The post Solve Call Center Capacity Issues with an AI Voice Responder appeared first on Replicant.

Watch our guest talk with seasoned contact center leader, Peter Iansek, CEO of Operative Intelligence to learn:

• Modern and effective ways to unpack your contact center data
• A framework for understanding call flows ripe for automation
• Real-world examples of how data insights unlocked 40% call center savings and operational efficiency

The post How to Unpack Contact Center Data to Improve CX appeared first on Replicant.

Watch our Ask Me Anything with Gadi Shamia, CEO @ Replicant, and Val Kugathasan, Director of BPI & Digital Transformation @ ADP, two business leaders who have built their careers around championing innovation with disruptive technologies. One implements emerging tech, the other builds it. One disrupts CX internally, the other enables CX disruptors at scale.

The post Championing Innovation & Disrupting Customer Experiences appeared first on Replicant.

Join us for this exclusive experience at Haywire Restaurant with a special guest chatting about contact center automation best practices, first-hand experiences and success stories for inclusive conversation design, and tips for navigating compliance requirements when implementing contact center automation.

Why you should attend:

• Mingle with the savviest contact center leaders from the Dallas area 
• Learn valuable insights and success stories on how to build a great conversation with automation 
• Enjoy delicious food and try out some new chocolate recipes from pastry chef, Zach Townsend

Use the form to RSVP for this fantastic event. We can’t wait to see you!

The post Exclusive Lunch & Learn For Contact Center Leaders in the Dallas Area appeared first on Replicant.

In this on-demand webinar, we discuss:

• Best practices for leading your customer service organization through change
• Planning for the unpredictable to maintain high customer satisfaction
• Benefits of AI and automations in getting back to normal faster

The post The New Normal of Customer Service appeared first on Replicant.

Retail & e-commerce customer service leaders are facing unprecedented times. During retail’s most important moment of the year, the holiday season, the customer service model that has worked in the past will likely need to be reconsidered. Join Krista Mathews, CCO at Overstock.com, as she shares her thoughts on:

• New customer service strategies & technologies in the age of e-commerce
• How Krista is preparing her team for the holiday season amidst uncertainty
• 3 surprising reasons why Krista is excited about the “new normal” of customer service

The post Customer Service Strategies During The Holiday Season appeared first on Replicant.