Pointbroker.com, an authorized Channel Partner

AI Contact Center Automation

Voice Results with Replicant:

Zero minutes spent in a queue. 50% Cost savings. 90%success rate in resolution without an agent escalation. 50% reduction in handle time.

Contact REPLICANT@pointbroker.com for additional information.

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Misconceptions about Contact Center Automation

Multi Language Platform

Dashboard and Analytics

Replicant was founded on the belief that machines are ready to have useful and complex conversations that will transform the way we interact with the world, starting with customer service. Replicant is a leader in Contact Center Automation helping companies automate their most common customer service challenges while empowering agents to focus on more complex and nuanced conversations with customers.

Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging, and other digital channels to fully resolve their customer support issues, without the wait, 24/7/365.

As a result of implementing Replicant, companies benefit from higher customer satisfaction, lower operational costs, elastic contact center capacity, and deeper unbiased insights into caller behaviors.

Features & Benefits

Replicant works out-of-the-box to solve customer problems quickly and naturally with conversational AI. We craft great conversations by combining artificial intelligence, machine learning, and linguistic conversational design into the fastest, smartest, and most expressive Replicant Thinking Machines youve ever spoken with. With Replicant, you get access to:

  1. Thinking Machine:Powered by an AI brain trained on customer service-specific training data with in-house transcription, inference classification, named-entity recognition, and a low-latency NLU engine for natural conversations

  2. Continuous Learning:System that automatically measures and enhances conversation performance over time

  3. Conversational Design Experts:Experts who can design optimal, human-like conversations across channels

  4. Conversation Builder:For building and testing conversation flows in a low-code interface that allows for easy script editing and updating

  5. Powers:Pre-built, drag-and-drop conversational components that can be dropped into a Replicant Thinking Machine to save time, maintenance, and scale conversation design best practices

  6. Multilingual Support:Support for any language and dialect that customers use

  7. Multi-channel Voice, Chat, SMS, Messaging:Supported across one AI brain with the ability to seamlessly handoff between channels

  8. Outbound Outreach:Outreach that can call customers at their convenience, issue reminders, keep customers informed on open cases, and much more

  9. Dashboard:Provides an end-user interface for the reviewing, commenting, searching, tagging, listening, and managing of all conversations

  10. Analytics:Pre-built reports that allow slicing and dicing of conversation data, a snapshot of the Replicant Thinking Machines performance, A/B tests for continuous conversation improvement, Next Best Opportunity collecting customer requests to use to identify top use cases for automation and customer issues, Sentiment, and more

  11. CRM, Call Center, and Telephony Integrations:For fast, low-friction implementation

  12. High Availability Infrastructure:With efficient load balancing to power millions of concurrent calls and redundancy everywhere

  13. Enterprise-grade Platform:SOCII, HIPAA, PCI, and GDPR compliant with regular releases of new features to improve resiliency, performance, and scale

Customer Benefits

  1. Customers get quicker resolutions.Conversational AI makes automation available 24/7, scales when needed based on call volumes and customer interactions, and it's a cost-effective way of adding virtual staff that does the work of unlimited agents without sacrificing CSAT.

  2. Agents become more engagedbecause it automates repetitive conversations and allows agents to focus on more engaging work while acting as the first line of defense and overflow safety net.

  3. A consistent customer experiencethat represents the brand the same way every time. It provides insights into unstructured caller data, which helps companies easily enrich the customer experience and identify opportunities.

  4. Omnichannel Support:Implement a single conversational-engine omnichannel for speed to delivery across Voice, 2-way SMS, and Chat. Using the same Thinking Machine brain so customers get a consistent experience, with seamless channel switching, across every touchpoint. Contact Center leaders get visibility into omnichannel transcripts, in one dashboard. And agents get seamless handoffs for sensitive issues without losing customer context.

  5. Advanced Analytics:Transcribe what customers are saying on every call, search for conversation keywords in real-time, and auto-tag conversations based on call attributes to get deeper insights into customer sentiment, most called-about issues, and other key call drivers.

  6. Continuous Learning:Automatically retrain AI models with minimal human intervention so that customer conversations improve without needing to train agents or deploy new call scripts.