The methodology<\/h2>\n
Forrester Consulting interviewed a major U.S. on-demand delivery company that uses Replicant Voice to uncover the cost and benefits Replicant Voice delivers. They explored how the delivery company was able to increase efficiency, scale to meet spikes in customer demands, and eliminate BPO costs by deploying Replicant Voice.<\/p>\n
The results<\/h2>\n
The study found Replicant Voice can deliver a 110% return on investment (ROI) over three years<\/strong>. By using Replicant Voice, the delivery company:<\/p>\n The on-demand delivery company engaged two BPO providers<\/a> to handle their call volume. But even with the extra agents, orders were getting backed up and customers were losing patience and canceling. On top of that, there were also the costs of BPO management and training. When the pandemic occurred, they saw a dramatic spike in orders at the same time their BPO service went offline. They needed to find a solution fast.<\/p>\n The company turned to Replicant Voice for its ability to elastically scale customer service capacity<\/a> to meet customer demand, eliminate hold times, and manage unpredictable call volume demands. They were able to deploy Replicant Voice within six weeks and ultimately eliminate their need for BPO.<\/p>\n \u201cWe faced a pressing need to recreate our call center operations during the [COVID19] pandemic. What struck me was how rapidly Replicant surmounted the learning curve with its AI to replace this function. It was by far the easiest technology integration I\u2019ve ever done. We had a fully operational capability in six weeks,\u201d said the VP of product and operations.<\/p>\n \u201c[The company] was able to reduce spend on FTE resources responsible for managing queue lengths and interventions during increased order spikes alongside costs associated with managing and training the BPO provider. In addition to cost savings<\/a>, [the company] was also able to increase revenue by eliminating order cancellations caused by order delays from prior call-center inefficiencies after implementing Replicant Voice,\u201d states the Forrester Consulting study.<\/p>\n Replicant Voice is an autonomous contact center that leverages voice AI to deliver always-on, elastic customer service capacity. Its Thinking Machine\u2122 understands how humans naturally speak, responds in less than a second, resolves over 90% of Tier-1 customer service issues, and understands multiple intents with over 94% accuracy. It integrates with existing CRM and contact center software<\/a> to authenticate callers, provide deep personalization, and automate manual work for agents.<\/p>\n Although Replicant Voice is customized to fit each company\u2019s unique call flows, it can be implemented within weeks. As a result, contact centers see fast time-to-value.<\/p>\n \u201cFrom order success to customer satisfaction, and in expanding customer options in how we compete in the marketplace, Replicant has been integral to what we set out to accomplish, and it is costing us significantly less to do so,\u201d stated the delivery company\u2019s VP of product and operations.<\/p>\n To learn more about how Replicant Voice drives efficiencies, scales contact center operations, and lowers costs, download the full Total Economic Impact\u2122 study for detailed analysis of the findings<\/a><\/strong>.<\/p>\n\n
Scaling under pressure<\/h3>\n
How Replicant Voice works<\/h2>\n
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