Say Goodbye to Hold Times with Replicant's AI Customer Representatives

Behind The Bots

Behind the Bots podcast host Ryan Lazuka and Hunter Kallay interviewed Benjamin Gleitzman, CTO and co-founder of Replicant, an AI-powered customer service automation platform. Key highlights include:

- Replicant uses AI to automate repetitive customer service calls like password resets, freeing up human agents to handle more complex issues.

- The AI discloses itself as artificial upfront and aims to resolve issues quickly and efficiently without chit chat. Calls are 30-40% shorter than with a human agent.

- Replicant leverages natural language processing and transformer models like BERT to understand callers based on intent rather than keywords. It can interpret complex requests like travel booking details.

- The AI assistant improves customer satisfaction while reducing costs. One client saved millions of dollars in reclaiming equipment by using Replicant outbound calls.

- Replicant strives to use AI ethically by constraining language models and grounding them in accurate data. Hallucinations and inaccuracies are common pitfalls.

- Gleitzman sees contact center automation shifting from software charged per human agent to an AI-first model with humans for empathy and creativity.

REPLICANT

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