{"id":3414,"date":"2022-09-28T18:21:55","date_gmt":"2022-09-28T18:21:55","guid":{"rendered":"https:\/\/www.replicant.ai\/?p=3414"},"modified":"2023-01-13T16:25:44","modified_gmt":"2023-01-13T16:25:44","slug":"automation-and-accessibility-providing-customer-service-for-all","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/","title":{"rendered":"Automation & Accessibility: Providing Customer Service For All"},"content":{"rendered":"
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There\u2019s little doubt that Contact Center Automation\u00a0is a transformative resource<\/a>\u00a0that\u2019s creating positive change in customer service. Businesses enjoy reduced costs, customers appreciate decreased hold times and contact center agents\u00a0gain a newfound sense of purpose<\/a>\u00a0in their work by focusing on complex requests rather than mundane tasks that can be accomplished by a machine.<\/p>\n

But the technology also offers an opportunity to enhance the experience for people with accessibility issues. Journalist Steven Aquino reports on assistive technologies and recently interviewed Replicant CEO Gadi Shamia\u00a0for an article published in Forbes<\/a>. Their conversation explores how Replicant is creating more equitable encounters for people with disabilities through steps taken in the development of the platform.<\/p>\n

\u201cI think we\u2019re discovering that we have many ways to help [accessibility-wise],\u201d Shamia told Aquino. From training the machine to give people enough time to finish talking, to reducing bias by exposing the program to a diverse range of speakers, Replicant\u2019s approach to automation is a game-changer for those who struggle with aspects of customer service communication \u2013 including Aquino himself.<\/p>\n

\u201cAs someone who has lived with multiple disabilities my entire life, there\u2019s no question in my mind my speech impediment is the one I struggle the most with managing,\u201d Aquino writes. \u201cNon-verbal interaction like texting is a godsend for disabled people who view talking on the phone with the same dread as a snowman\u2019s life in the desert.\u201d<\/p>\n

Indeed, Replicant\u2019s\u00a0omnichannel approach<\/a>\u00a0is another positive innovation for people with disabilities. While Aquino feels more comfortable requesting support using methods like text or chat, the elderly and people with other types of impediments still rely on efficient communication over the phone.<\/p>\n

One of the nation\u2019s largest public transportation networks recently adopted Replicant\u2019s industry-leading approach to Contact Center Automation to address the needs of its paratransit riders. Unfortunately, the customer service experience has been a consistent challenge for these users.<\/p>\n

Prior to Replicant, more than a quarter of all reservation and status calls were abandoned and it took about 20 minutes to book a trip by phone. Even doubling call center agents didn\u2019t make an impact because demand continued to climb every month. Customers often complained about the clogged reservation line, busy signals and disconnections.<\/p>\n

To remedy these headaches, the transit system is having Replicant bolster its paratransit phone service responsiveness through automation. Rather than force users to adopt technologies they aren\u2019t comfortable with, like web-based forms or mobile apps, Replicant is providing a conversational AI system with accessibility in mind. Soon, riders will be able to quickly navigate all reservation requests, cancellations and status updates via their preferred method \u2013\u00a0over the phone<\/a>.<\/p>\n

Replicant\u2019s holistic approach to facilitating human-machine interaction shows how efficiency and accessibility can go hand-in-hand. The machine is designed to provide everyone with \u201cexactly the same service\u201d regardless of any potential impairments or limitations, Shamia told Aquino, and by offering\u00a0several methods of engagement<\/a>\u00a0through text, chat and voice, Replicant is creating a more accessible customer service experience for all.<\/p>\n

Connect with Replicant on LinkedIn:\u00a0<\/i>linkedin.com\/company\/replicant<\/i><\/a>
\nFollow Replicant on Twitter:\u00a0<\/i>@Replicant_AI<\/i><\/a><\/p>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"

There\u2019s little doubt that Contact Center Automation\u00a0is a transformative resource\u00a0that\u2019s creating positive change in customer…<\/p>\n","protected":false},"author":10,"featured_media":3490,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"\nAutomation & Accessibility: Providing Customer Service For All - Replicant<\/title>\n<meta name=\"description\" content=\"Replicant CEO and Co-founder recently sat down with Forbes to discuss how Contact Center Automation increases accessibility for customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Automation & Accessibility: Providing Customer Service For All\" \/>\n<meta property=\"og:description\" content=\"Replicant CEO and Co-founder recently sat down with Forbes to discuss how Contact Center Automation increases accessibility for customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\" \/>\n<meta property=\"og:site_name\" content=\"Replicant\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ReplicantAI\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-09-28T18:21:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-01-13T16:25:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/09\/Automation-and-Accessibility-Providing-Customer-Service-For-All.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1734\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Replicant\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:site\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Replicant\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\"},\"author\":{\"name\":\"Replicant\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/32e6e4f1a95de5f4c5808f4271e55b62\"},\"headline\":\"Automation & Accessibility: Providing Customer Service For All\",\"datePublished\":\"2022-09-28T18:21:55+00:00\",\"dateModified\":\"2023-01-13T16:25:44+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\"},\"wordCount\":529,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/automation-and-accessibility-providing-customer-service-for-all\/\",\"name\":\"Automation & Accessibility: Providing Customer Service For All - 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