Replicant

““With Conversation Intelligence, we are now hearing our customers' voices in a way we never have before,” said Gambosh. “Instead of guessing why people are calling based on a fraction of data, we’re getting real-time insights across 100% of our calls.””

““Before Replicant, nurses were spending time on non-clinical intake,” said Cindy Gambosh, Director of Workforce Automation, CorVel. “Now, they can immediately begin injury assessments, just like doctors stepping into an exam room already knowing the patient.””

“We're excited to expand into chat and SMS and build even more ourselves,” said Alston. “This isn’t just about automation. It’s about creating better work, better service, and a stronger business.”

“We're not replacing our people,” said Alston. “We're making their jobs more interesting. That's how you grow a company.”

“We don’t have the luxury of a bad experience,” said Alston. “If a customer doesn't like their call, they can be signed up with another company in 15 minutes. So the AI Agent had to feel like an extension of our brand.”

“Seasonal hiring used to be a massive effort that consumed the entire summer,” said Alston. “Bringing on Replicant has reduced the need so significantly that now you hardly even hear about it.”

“I fell off my chair when I heard people leaving compliments about the Replicant’s AI agents," said Weigelt. "We had comments in our Medallia survey saying that the customer is really happy that it understood their accent. No other bot or automation tool has ever done that.”

“We've really used Replicant for some of the less complex call intake so we're able to give our agents more interesting, complex work to do, so they have better job satisfaction,”

“Having implemented Replicant, we are prepared for whatever may come," said Steve Bennett, Supervisor of Dispatch at CCG. "Whether it’s an economic downturn, a spike in call volume tomorrow, or hiring challenges, we will be able to answer calls because of the automation we already have in place.”

“Replicant takes up to 700 calls a day, which is pretty huge. That’s the kind of thing that contact centers without automation are missing out on. We’re taking those very repetitive calls off our agents’ plates and upleveling them to learn new skills and spend more time with patients.”

“Conversation Intelligence is a breath of fresh air for contact center leaders. We’ve always had massive amounts of data, but it was like finding a needle in a haystack. Now, we have clear, actionable insights that help us make better business decisions—and we’re just getting started.”

“They just get it done—quickly and efficiently.”

“One of the things that really nailed Replicant for us was their ownership of the project and their communication,”

“We wanted our phone system to offer the same quality of self-service that customers experience online, aligning all channels to provide a seamless and intuitive experience,”

“Implementing Replicant at Sunrun has pretty much paid for itself. Not only have we been able to save money with the number of agents that we have on the phone, but the service is collecting money and... we're also able to enroll customers in autopay so that there's less chance of payments not going through every month.”

“Replicant is a true partner in helping achieve your self-service and strategic automation goals. They are going to make sure you understand every step of the process and that you are getting the most out of their platform.”

“We were pleasantly surprised by how quickly our senior members embraced the automated system. Their willingness to engage with this technology exceeded our expectations and significantly contributed to the success of our implementation.”

“With Replicant answering so many calls, supervisors actually get to supervise and coach agents, instead of helping out with the call queue themselves. It’s ‘command’ more than ‘reprimand’. It’s a career, not a job.”

“Merchants preferred speaking with the Thinking Machine since the kitchen is often noisy and the robot is clear.”

“Replicant has taken seasonality out of the equation. Whether one or 10K calls, the Thinking Machine handles them.”

“Having implemented Replicant, we are prepared for whatever may come. Whether it’s an economic downturn, a spike in call volume tomorrow, or hiring challenges, we will be able to answer calls because of the automation we already have in place.”

“Replicant takes up to 700 calls a day, which is pretty huge," said Wyszynski. "That’s the kind of thing that contact centers without automation are missing out on. We’re taking those very repetitive calls off our agents’ plates and upleveling them to learn new skills and spend more time with patients.”

“Replicant was extremely responsive from the start and able to move really quickly. That’s the thing we loved," said Wyszynski. "We would set a meeting, it would happen, and we’d immediately get a follow up. We had already wasted enough time talking to another vendor. With Replicant, it was a match made in heaven right away.”

“Call volumes were crazy before Replicant," said Wyszynski. "That caused long hold times and high abandonment rates. We needed a way to automate straightforward requests so live agents could help the patients that really needed help with the harder things.”

“Working with Replicant has been kind of like an extension of our SMIL team because they've been so involved. It's been a dream to work with them, it truly is unlike any other company we've worked with.”