{"id":1898,"date":"2022-08-04T15:25:33","date_gmt":"2022-08-04T15:25:33","guid":{"rendered":"https:\/\/www.replicant.ai\/replicant-named-hot-vendor-by-aragon-research\/"},"modified":"2023-05-09T21:03:38","modified_gmt":"2023-05-09T21:03:38","slug":"replicant-named-hot-vendor-by-aragon-research","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/replicant-named-hot-vendor-by-aragon-research\/","title":{"rendered":"Replicant Named \u2018Hot Vendor\u2019 by Aragon Research"},"content":{"rendered":"

This month, Replicant was selected as one of four Hot Vendors in Conversational AI for 2022<\/strong> by Aragon Research. The firm\u2019s report<\/a> identified vendors who offer technology solutions within the enterprise that ultimately improve the customer experience.\u00a0<\/span><\/p>\n

\u201cThis recognition from Aragon Research validates that businesses are embracing Contact Center Automation and certifies our efforts to create scalable customer support that doesn\u2019t compromise the customer experience,\u201d said Gadi Shamia, co-founder and CEO of Replicant.\u00a0<\/span><\/p>\n

\u201cOur vision is to create an automation experience that is helpful, fast and pleasant to use that enterprises will want to continue to adopt, so we can change the state of customer service worldwide.\u201d<\/span><\/p>\n

As the leader in Contact Center Automation, this recognition is important to us for a few reasons:<\/span><\/b><\/p>\n

1. Contact Centers Are in Crisis<\/b><\/h2>\n

Over the last year, we\u2019ve heard story after story of contact centers struggling to hire enough agents, plan for unpredictable spikes in call volumes, and navigate economic uncertainty.\u00a0<\/span><\/p>\n

These challenges have led to a customer service crisis that has put brands at risk and greatly reduced the level of service customers receive. We\u2019ve made it a part of our mission to double down on Contact Center Automation <\/span>to help companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges.<\/span><\/p>\n

With Replicant, contact centers are able to automate common customer requests 24\/7 at\u00a0 unlimited scale. On average, customers go-live with Replicant in 8 to 12 weeks, see a decrease in cost per contact of 50%, and improve average handle time (AHT) and customer satisfaction (CSAT).\u00a0\u00a0<\/span><\/b><\/p>\n

2. Human-to-Machine Conversations Power Everything We Do<\/b><\/h2>\n

To accomplish true Contact Center Automation, we developed the first \u201cThinking Machine,\u201d a conversation engine capable of having complex, multi-intent conversations with humans to resolve common customer service issues.<\/span><\/p>\n

It is through this technology that contact centers can offer seamless, automated experiences in any language, while gaining access to rich insights into every customer interaction via auto-generated and fully transcribed conversations.<\/span><\/p>\n

The engineers and conversation designers behind Replicant\u2019s Thinking Machine ensure that every conversation is the most effective and natural human-to-machine interaction a customer will ever experience. Meanwhile, continuous learning ensures that conversations with the Thinking Machine are always improving:<\/span><\/p>\n

\u201cWhat makes Replicant hot is its ability to continuously learn from its conversations and other knowledge sources to autonomously improve future conversations without the need to retrain or redeploy manually,\u201d said Jim Lundy, CEO and lead analyst of Aragon Research. “The Thinking Machine also leverages a shared intent library so deploying new automated conversation flows across channels or languages is fast and consistent with Replicant.”<\/span><\/p>\n

<\/b>3. We Care About Our Customers\u2019 Customers<\/b><\/h2>\n

Our inclusion in the Hot Vendors category wouldn\u2019t be possible without the deep partnerships we have with our customers. Replicant\u2019s technology isn\u2019t designed to simply deflect callers or route them more efficiently, but instead to completely transform the customer and agent experience.<\/span><\/p>\n

By working with <\/span>contact center innovators<\/span><\/a> from some of the world\u2019s most reputable brands, Replicant has been able to apply the Thinking Machine to diverse\u00a0 customer bases across industries \u2013 from Travel & Hospitality, to Insurance, to Retail & eCommerce, and many more.\u00a0<\/span><\/p>\n

These partnerships have proven that a customer-first approach to Contact Center Automation can return exceptionally high CSAT scores with personalized interactions and branded experiences built for the modern age. They have also shown the ability to transform the agent experience by completely <\/span>offloading\u00a0 tier 1 requests<\/span><\/a> that typically fatigue agents and lead to greater employee attrition.<\/span><\/b><\/p>\n

4. We\u2019re Just Getting Started<\/b><\/h2>\n

Aragon\u2019s \u201cHot Vendor\u201d report highlights a few of the capabilities that define Replicant\u2019s technology:\u00a0<\/span><\/p>\n