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.

A recent Gartner poll revealed that 45% of executives have increased their AI investments due to the publicity of ChatGPT.

Over one third (38%) of those investments are targeting CX as the primary focus – the most of any category.

In the new arms race for AI-powered customer service, LLMs have taken center stage.

This guide provides a fresh look into what’s new, from the basics of LLMs to a glossary of key terms to a framework CX leaders can adopt to form their automation strategy.

The post The Essential Guide to LLMs for CX Leaders 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.

As market pressure continues to rise, contact centers are being asked to spend less while continuing to keep up with customer demand. 

Replicant partnered with Demand Metric to explore how 150+ leaders in the contact center industry are responding.

Download the full report to access key findings, including:

• 93% of respondents are preparing in various ways for an economic downturn
• 68% of leaders say “automating customer service” is the #1 priority for new technology investments
• Customer satisfaction continues to be the #1 KPI for contact centers, with 81% ranking it first
• And much more

The post Benchmark Report: The Impact of Economic Uncertainty on Contact Centers 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.

• Automation, IVRs, and chatbots are all the same
• Automation is more expensive than it is beneficial
• Customers don’t want to talk to a machine
• Automation can’t resolve customer issues
• Automation aims to replace agents

Despite the confusion, however, thousands of customer experience innovators are already reaping massive benefits from Contact Center Automation. But for those still gathering information for their own organizations’ automation plans, a clear understanding of the solution is imperative.

This guide helps break down the common myths about Contact Center Automation: what it is, what it isn’t, and the data that shows how automation transforms both agent and customer experiences.

The post 10 Misconceptions 
About Contact 
Center Automation 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.

Automation is the ability to resolve customer support issues across voice, text, and web channels with natural-sounding, machine-driven conversations that understand complex customer requests. 

Download the full Demand Metric report to explore key automation trends from more than 300 surveyed contact center leaders at US-based middle market and enterprise organizations, including:

• Top challenges and priorities for contact center leaders
• How leaders are investing in or planning to invest in automation by channel
• How leaders predict automation will impact the future of customer service
• How leaders are overcoming barriers to adopting contact center automation

The post 2022 Benchmark Report: Automation in the Contact Center appeared first on Replicant.

These include unpredictable customer demand and hiring challenges. The prospect of a recession – which would slow consumer spending and lead to budget cuts for many contact centers – adds yet another level of uncertainty.

Replicant’s Contact Center Automation solution helps companies automate their most common customer service requests while empowering agents to focus on more complex and nuanced customer challenges.

Download the guide to learn how contact centers become more resilient in times of unpredictability by leveraging Replicant.

The post How Replicant Protects Contact Centers from Economic Uncertainty appeared first on Replicant.

But contact centers can start preparing now for whatever may come. Using data from past economic drawbacks, leaders can start forming a plan today to address unpredictable demand, lower consumer spending, and ongoing hiring challenges.

Topics covered in this guide include:

• How a Recession Can Impact Contact Centers
• How to Prepare Your Contact Center for a Recession
• 10 Steps To A Recession-Proof Contact Center
• How Contact Center Automation Can Future-Proof Your Contact Center

Download the free guide today to get everything you need to prepare for economic uncertainty, without having to pause your highest priority goals.

The post Definitive Guide: How Customer Service Can Thrive During an Economic Downturn 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.

Traditionally, contact center solutions have aimed to solve small pieces of a broader customer service problem.

Contact Center Automation offers a holistic solution that eliminates the need for buyers to take on multiple vendors to solve staffing, forecasting, and efficiency challenges.

It is a quickly emerging category that uses technology to automate tier 1 customer service conversations while empowering agents to focus on more complex and nuanced customer challenges.

Download the free guide to gain a full comprehensive understanding of what Contact Center Automation is, what it’s not, how it benefits customers and agents, and how your business can get started today.

The post The Definitive Guide to Contact Center Automation appeared first on Replicant.

Up until now, contact center leaders have relied on IVRs, standalone chatbots, and agent assist technology to help reduce the burden on agents. But, these solutions are no longer enough. They create frustrating and disjointed customer experiences that deflect, rather than resolve support issues. The result? Agents are still left resolving high-volume repetitive cases, while contact centers continue to face rising costs and customers are left on hold.

This guide will walk you through how Replicant is more than just a chatbot. You’ll learn the problem, solution and benefits that Contact Center Automation is addressing.

The post Chatbots Aren’t Enough 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.

But despite the challenges that have emerged, one thing is clear – contact centers have never played a more crucial role in the success of brands than they do today.

For contact centers in every industry, automation will play a massive role in their ability to resolve customer issues, scale effectively and retain agents better in 2022.

Download this free guide to gain a full understanding of the problems facing today’s contact centers – and how conversational AI is solving them all.

The post The Great Resignation: Why Your Contact Center Won’t Survive Without 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.

91% of consumers reported they have experienced poor customer service in the last six months. 70% say it’s harder to reach a real person now than at the beginning of the pandemic. 56% say the most common form of poor customer service was long wait times.

Preparing for Contact Center Agent Shortages in 2022 takes what we’ve learned in 2021 and rounds up the strategies leaders are using to plan ahead, including:

• The data behind a challenging year
• Key strategies for 2022 planning
• Improving Workforce Management Optimization
• The pros and cons of BPO support
• Strategically deploying AI technology
• Getting started with conversational AI

Download this free guide to catch up on customer service trends and set the stage for a successful 2022.

The post Preparing for Contact Center Agent Shortages in 2022 appeared first on Replicant.

However, how can you prepare for the coming year if you aren’t sure what’s happening or what’s coming?

Here, you can learn about some of the latest utilities contact center trends and how you can use these to improve your facility, agents and continue pleasing your customers.

The post 5 Facts Every Utilities Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

Your contact center is the frontline of the customer experience in the travel and hospitality industry. As a contact center leader, it’s up to you to ensure your facility and team are ready for the changes and expectations coming in 2022.

Download this guide to learn about the biggest trends your contact center needs to embrace for 2022 to ensure ongoing customer satisfaction.

The post 5 Facts Every Travel & Hospitality Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

With 2022 on the horizon, many of these concerns have been quelled; however, there’s no question that the entire industry has experienced somewhat of a shift.

As a contact center leader, it’s important to remain aware of the changes taking place in the industry and find effective ways to overcome them. Issues like driver shortages, logistics planning, and increased customer expectations are all reshaping the landscape.

If you want to overcome these challenges, you must implement contact center solutions that are flexible, customer-centric, and efficient. Download the guide to learn about the contact center trends that will help you achieve this.

The post 5 Facts Every Transportation and Logistics Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

Sounds like a lot, right? As a telecommunications call center leader, it’s up to you to ensure the right technology and training are in place to facilitate the coming changes. It all starts with knowing what these changes are.

Download this guide to learn about the biggest trends your contact center needs to embrace for 2022 to ensure ongoing customer satisfaction.

The post 5 Facts Every Telecommunications Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

With such an influx of buyers and business, now is the time for retail contact center leaders to take steps to prepare their facility and staff for the increase in calls, demand, and high expectations for customer service.

Download this guide to learn about the biggest trends your contact center needs to embrace for 2022 to ensure ongoing customer satisfaction.

The post 5 Facts Every Retail Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

Issues like increased patient expectations, rising call volumes, and an increased standard for customer service are changing the landscape drastically. To overcome these challenges, you must implement contact center strategies that are efficient, patient-centric, and flexible. Download the guide to learn the facts that will help you make this happen.

The post 5 Facts Every Healthcare Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

A huge part of meeting and exceeding customer expectations lies with your contact center. As a contact center leader, it’s up to you to ensure you have the tools, training, and solutions in place to empower and enable your team to provide a high level of customer service.

With 2022 right around the corner, now is a good time to get to know the trends consumer services contact centers are identifying and how to prepare to “roll with the punches” that may come your way.

Download this guide to learn about the biggest trends your contact center needs to embrace for 2022 to ensure ongoing customer satisfaction.

The post 5 Facts Every Consumer Services Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

As a contact center leader serving insurance customers, you must understand these challenges and utilize innovative technology and solutions to overcome issues and prepare for upcoming changes.

Part of mitigating potential issues is knowing a few facts that will shape the industry moving forward. Download the guide to find out what these are.

The post 5 Facts Every Insurance Contact Center Leader Needs to Know for 2022 appeared first on Replicant.

This overview provides a double-click into Replicant’s conversational analytics which allows contact center leaders to understand why their customers are contacting support, what conversation flows are performing best, and primary reasons for escalation so that they can take action immediately and continuously improve the customer experience.

Analytics capabilities featured:

• Call volume
• Customer satisfaction
• Call dispositions
• Top of funnel authentication
• A/B testing
• Reporting
• And more

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

Leverage an end-to-end dashboard that lets contact center leaders monitor conversations, analyze insights from conversation data, and take action immediately by updating conversation scripts to create an optimal customer experience.

This one-pager outlines:

• How it works
• Why customers love it
• How conversation insights drive results
• Customer spotlights
• And more …

The post One Pager | Conversation AI is No Longer a Black Box appeared first on Replicant.

Hiring challenges. Rising customer demands. Increased costs. Today’s contact centers are stretched thin.

On top of that, 91% of consumers report they’ve had a negative customer service experience in the last six months, and blame it on staffing issues.

While customers say these frustrations can push them to abandon brands entirely, they also indicate a preference to speak with an intelligent machine rather than wait on hold.

And contact centers who adopt effective AI solutions are experiencing massive gains:

• 61% increase in customer satisfaction
• 68% increase in operational efficiency
• 66% jump in agent productivity
• 69% improvement in agent satisfaction 

Download this free guide to learn how conversational AI is giving contact centers stability across every industry.

The post Overcome the Contact Center Crisis with Conversational AI appeared first on Replicant.

Conversational AI is reshaping the way brands communicate and engage with customers. Natural human-to-machine interactions can resolve customer issues with unprecedented success rates.

It’s powering a new way of meeting customer expectations for fast, accurate, and contextual service, while generating significant benefits for customer service including the ability to scale service up or down, increase first contact resolution rates, get insights into customer data, reduce costs, and more.

Here’s what you’ll learn:

• What conversational AI is, how it works, and the benefits of the technology 
• How to speak intelligently on common misconceptions about conversational AI 
• How a contact center can get started with conversational AI and deploy quickly
• The differences between building and buying a conversational AI solution
• What you need to know before choosing an AI partner

The post The Definitive Guide to Conversational AI 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.

Contact centers are a critical part of the customer service strategy, but they’re not set up for success. Customers wait on hold, it’s impossible to accurately predict the number of agents needed, and unanticipated call spikes overwhelm agents. With elastic customer service, contact centers can overcome these challenges.

Here’s what you’ll learn:

• How an elastic customer service model leverages AI to help contact centers quickly scale customer service capacity with customer demand
• Why contact centers that have elasticity experience lower costs, no hold times, and higher customer satisfaction
• How to bring elasticity into your contact center operations

The post The Ultimate Guide to Elastic Customer Service appeared first on Replicant.

In this eBook, you will explore how consumer behavior is reshaping customer service and how an elastic customer service approach with autonomous contact center capabilities can equip you to improve the customer experience overall.

Here’s what you’ll learn:

• The delivery and shopping experiences customers expect
• What customers want when they contact support
• How an autonomous contact center relieves pressure from customer service teams and increases customer satisfaction

The post Retail in 2021: Customer Service Trends You Can’t Ignore appeared first on Replicant.

In this Forrester Consulting Total Economic Impact(TEI) study, commissioned by Replicant, you’ll learn how Replicant Voice delivers exceptional results for a leading enterprise that serves millions of customers to:

• Cut call center costs by 55%
• Go live in 6 weeks and deliver ROI in <6 months
• Increase revenue with higher accuracy

Get your complimentary copy to see how Replicant’s cutting-edge voice AI and contact center automation elastically scales to meet fluctuating customer demand while reducing costs and increasing CSAT.

The post Replicant Delivers $12M in Call Center Savings Over Three Years appeared first on Replicant.

Unpredictability has become the contact center’s biggest challenge, yet greatest constant.

In this Guide, we look at how the lessons learned will influence the way contact centers deliver customer experience going forward. Here’s what you’ll discover:

• Top 5 emerging contact center trends to implement today
• Ways contact center leaders are preparing for the unpredictable
• How to leverage AI and automation in the contact center effectively

The post Shaping the Contact Center’s Future in an Unpredictable World appeared first on Replicant.

Forecasting models aren’t able to address sudden and unforeseen changes, such as the 2020 pandemic and its resulting impact. The ability to scale is the key to always meeting customer expectations for seamless, fast, and helpful customer service interactions.

You have a few options for scaling your call center, but what’s the best way to do so?

Adding more agents is often the first option. But hiring is expensive, slow, Introduction and challenging, especially during labor shortages. There are three other options for scaling:

• Hire a business process outsourcing (BPO) provider
• Implement an interactive voice response (IVR) system
• Deploy voice artificial intelligence (AI)

All three methods have a place in call centers and come with their unique advantages and disadvantages. In this guide, you’ll learn how BPO, voice AI, and IVRs differ and understand how to make the right decision for your contact center — and ultimately, your customer experience.

The post What’s the Best Way to Scale Your Contact Center? 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.

In this eBook, you’ll dive into the five most important “do’s” for customer service that will help you navigate uncertainty. 

Here’s what you’ll learn:

• How voice AI keeps your phone lines running in a scalable way during a crisis
• How to provide holistic customer service that elastically scales with customer demand
• How to make customer service a number one company value even in challenging times

The post The 5 Do’s of Managing Customer Service During Challenging Times appeared first on Replicant.

Here’s what you’ll learn:

• How human and voice agents work in tandem to provide quality customer support
• What customer support interactions of the future look and sound like
• The most important qualities of Voice AI

The post Human-AI Collaboration for Happier Customers appeared first on Replicant.

• Useful insights about customer service across industries
• Fascinating statistics, trends and facts
• Stories on customer service successes – and challenges
• Highlights from the leader in Contact Center Automation

The post The only customer service newsletter you’ll ever need appeared first on Replicant.