{"id":4409,"date":"2022-11-21T03:48:12","date_gmt":"2022-11-21T03:48:12","guid":{"rendered":"https:\/\/www.replicant.com\/?p=4409"},"modified":"2023-05-09T21:11:52","modified_gmt":"2023-05-09T21:11:52","slug":"resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/","title":{"rendered":"Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Nine out of ten contact center leaders agree: automation is a <\/span><a href=\"https:\/\/www.replicant.com\/blog\/benchmark-report-contact-center-automation-is-moving-to-the-mainstream\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">critical priority<\/span><\/a><span style=\"font-weight: 400;\"> in overcoming rising costs, hiring challenges, and call volume spikes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For many businesses, Contact Center Automation has already stepped in to resolve unlimited customer requests where IVRs and chatbots could only deflect or re-route.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But at a time where <\/span><a href=\"https:\/\/www.replicant.com\/blog\/benchmark-report-contact-center-automation-is-moving-to-the-mainstream\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">49% of leaders<\/span><\/a><span style=\"font-weight: 400;\"> say hiring enough agents is an immediate challenge, evaluating automation can still be a complicated, though important, endeavor:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In-house builds require massive time and resource commitments<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Narrow solutions with limited AI can struggle to adapt to your customers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Single-channel options can grow outdated quickly and end up costing more<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That\u2019s why Replicant has made the complex simple. With the Thinking Machine\u2122\ufe0f, contact centers can launch a comprehensive solution and start resolving calls in just weeks \u2013 without the headaches.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s how businesses from healthcare to insurance automate common call drivers like appointments, dispatch, and intake quickly and confidently with Replicant:<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">1. Industry-leading resolution rates backed by millions of conversations<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer satisfaction remains the <\/span><a href=\"https:\/\/www.replicant.com\/blog\/benchmark-report-contact-center-automation-is-moving-to-the-mainstream\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">top contact center priority<\/span><\/a><span style=\"font-weight: 400;\"> by a wide margin. Contact center leaders need to be sure their automation solution can deliver end-to-end resolution for every request.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Replicant\u2019s Thinking Machine\u2122\ufe0f is proven on years of conversations across a range of industries and use cases.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The result: a <\/span><b>90% first call resolution rate<\/b><span style=\"font-weight: 400;\"> without agent escalation. This means contact center leaders can be confident that their automation solution will deliver results that lead to positive customer outcomes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And, by resolving tier 1 requests using pre-trained models, shared intent libraries, and built-in continuous learning, the Thinking Machine\u2122\ufe0f is constantly improving.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">2. Risk-free deployment ready to launch in weeks<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Replicant leverages expertly architected components and pre-trained models that are ready to deliver natural conversations to your customers when you are.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Component-driven design means end-to-end conversations can be designed quickly and around any business\u2019 desired call flow. More importantly, it means you can launch a solution without heavy development resources or lengthy testing cycles.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And when best-in-class voice automation isn\u2019t enough, The Thinking Machine brings the same simplicity to every channel including voice, chat, and SMS as well as seamless channel-switching for more efficient conversations.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">3. Infinite complexity simplified with battle-tested conversational design<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">For all its technological firepower, the Thinking Machine is just as much of an art as it is a science. Replicant brings thoughtful service to every use case, industry, and customer through elegant conversation design that thinks beyond the \u201chappy path.\u201d Contact centers can deploy automation without the guesswork involved in designing conversations from the ground up.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Thinking Machine:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Answers every request immediately, without wasting time on greetings or personification<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Drives adoption by communicating how it can assist the customer immediately<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Uses NLU to derive intents from colloquial speak, regardless of language, background noise, or accents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Leverages knowledge-based matching to derive intents from context clues like customer history\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Easily repairs conversations when customers need to correct themselves or ask a different question<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">4. Rapid time-to-value with measurable ROI\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A simple, risk-free deployment doesn\u2019t just deliver automation in weeks, it delivers unprecedented value:<\/span><b> the Thinking Machine has cut cost per contact across millions of calls by 50% without sacrificing CSAT.<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Contact centers can choose to leverage the Thinking Machine across 100% of a single call type, solely for overflow support, or during after-hours or holidays. But you only pay for what you use.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And with a user friendly dashboard, managers get valuable insights from auto-transcribed call scripts and advanced analytics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Replicant, contact center agents are freed from managing your most repetitive, high volume calls and can instead focus on high-value requests that require creativity and empathy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For many businesses, agent efficiency, retention, and upskilling represent the most impactful benefits of the Thinking Machine.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">5. Security, flexibility and scalability, right out of the box<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Enterprise contact centers don\u2019t compromise on security and neither do we. The Thinking Machine is SOCII, HIPAA, PCI and GDPR compliant with regular releases of new features to improve resiliency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centers can integrate the Thinking Machine with any combination of IVR, CCaaS, CRM, or telephony to enhance, rather than replace, existing systems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And with built-in scalability and redundancies, the Thinking Machine is prepared to handle any amount of demand during even the most unpredictable call spikes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Every day, the Thinking Machine\u2122\ufe0f helps thousands of customers get the support they need on behalf of some of the world\u2019s most trusted brands.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With proven components designed to fit the needs of any contact center quickly and reliably, comprehensive automation has never been more in reach.<\/span><\/p>\n<div id=\"om-ou5hbocxwkn476jzlkv0-holder\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Nine out of ten contact center leaders agree: automation is a critical priority in overcoming&#8230;<\/p>\n","protected":false},"author":19,"featured_media":4410,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[45],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation - Replicant<\/title>\n<meta name=\"description\" content=\"Replicant has made the complex simple. With the Thinking Machine\u2122\ufe0f, contact centers can launch a comprehensive solution quickly and confidently in just weeks.\" \/>\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\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation\" \/>\n<meta property=\"og:description\" content=\"Replicant has made the complex simple. With the Thinking Machine\u2122\ufe0f, contact centers can launch a comprehensive solution quickly and confidently in just weeks.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\" \/>\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=\"2022-11-21T03:48:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-09T21:11:52+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/11\/Umbrella-Blog-Opt.-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"484\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Harry Chang\" \/>\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=\"Harry Chang\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\"},\"author\":{\"name\":\"Harry Chang\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717\"},\"headline\":\"Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation\",\"datePublished\":\"2022-11-21T03:48:12+00:00\",\"dateModified\":\"2023-05-09T21:11:52+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\"},\"wordCount\":760,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"keywords\":[\"Test\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/resolution-guaranteed-how-replicant-removes-the-risk-from-contact-center-automation\/\",\"name\":\"Resolution Guaranteed: How Replicant Removes the Risk from Contact Center Automation - Replicant\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/#website\"},\"datePublished\":\"2022-11-21T03:48:12+00:00\",\"dateModified\":\"2023-05-09T21:11:52+00:00\",\"description\":\"Replicant has made the complex simple. 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