We wanted to address the fact that while 76% of customers still prefer placing a <\/span>phone call<\/span><\/a> to contact customer service, the phone remained the most frustrating automated customer experience out of every channel. Think of the clunky menus with Interactive Voice Response (IVRs) and you\u2019ll know what we mean.\u00a0<\/span><\/p>\n Because of this gap, we focused on perfecting our AI platform to offer the most natural human-to-machine conversations ever crafted. In the last few years alone, Replicant\u2019s Thinking Machine has automated over 30 million calls for some of the world\u2019s largest and most beloved brands. Along the way, we\u2019ve successfully matched or exceeded the CSAT scores and average handle times achieved by human agents for those calls.<\/span><\/p>\n But, we\u2019ve always known that to create truly exceptional customer service experiences, offering the Thinking Machine on a single channel wouldn\u2019t be enough.<\/span><\/p>\n That\u2019s why we\u2019ve launched omnichannel capabilities that apply that same great voice experience across channels for consistency and ease of deployment \u2013 with a single, integrated conversation engine that powers all channels.<\/span><\/p>\n Now, the same conversation engine that finally cracked the code on voice powers a unified Contact Center Automation platform\u00a0 \u2013 one that can resolve issues across voice, messaging, and other digital channels.<\/span><\/p>\n With Replicant, customers get a consistent experience, with seamless channel switching, across every touchpoint. Contact center leaders get visibility into cross-channel transcripts, in one dashboard. And agents get seamless handoffs for sensitive issues, without losing context.\u00a0<\/span><\/p>\nUnifying Customer and Agent Experiences\u00a0<\/span><\/h2>\n
![\"Replicant](\"https:\/\/www.replicant.ai\/wp-content\/uploads\/2022\/08\/Key-to-Omnichannel-CCA_-600\u00d7600-1024x204.png\")
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