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.

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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.

• 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.

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About Contact 
Center Automation 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.

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.

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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.

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.

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.

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.

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.