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Say Goodbye to Hold Times with Replicant's AI Customer Representatives
Manage episode 383559648 series 3502482
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
https://www.replicant.com/
https://try.replicant.ai/
https://twitter.com/replicant_ai
https://www.youtube.com/channel/UCg-GDAYCyLsTTam64PlyBPQ
gleitz@replicant.ai
FRY-AI.COM
https://www.fry-ai.com/subscribe
https://twitter.com/lazukars
https://twitter.com/thefryai
33 episodes
Manage episode 383559648 series 3502482
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
https://www.replicant.com/
https://try.replicant.ai/
https://twitter.com/replicant_ai
https://www.youtube.com/channel/UCg-GDAYCyLsTTam64PlyBPQ
gleitz@replicant.ai
FRY-AI.COM
https://www.fry-ai.com/subscribe
https://twitter.com/lazukars
https://twitter.com/thefryai
33 episodes
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