Replicant Conversation Automation

Integration Overview

Replicant helps contact centers automate predictable conversations and empower agents to deliver faster, more consistent customer service.

Its seamless integration with 8x8 Contact Center allows Replicant’s conversational AI to handle inbound and outbound customer calls efficiently while maintaining a smooth transition between AI and human agents when necessary.

Benefits

Enhanced Customer Experience – Enable efficient call routing, quick access to customer information, and personalized interactions.
Streamlined Operations & Efficiency – Automate call handling, reduce manual effort, and enable real-time performance monitoring.
Improved Data Visibility – Gain deeper insights to support informed decision-making.

Features

Call Routing: Calls originating from 8x8 Contact Center are intelligently directed to Replicant’s AI agent for automated handling.
Contextual Data Sharing: Key call details and customer information from 8x8 Contact Center are passed to Replicant, enabling the AI to personalize interactions and streamline resolutions.
Seamless Escalation: When human intervention is required, the AI smoothly escalates calls back to live agents through 8x8 Contact Center with full call context to ensure continuity and efficiency.
Industry-Leading Resolution Rates: Enabled by a proprietary application of Gen AI that uses multiple models to maximize accuracy on every conversational turn, Replicant provides up to 80% of calls resolved without an agent.
Enterprise Readiness: Designed for seamless and speedy deployment, Replicant ensures rapid ROI. The platform also adheres to strict compliance standards, including HIPAA, PCI, and GDPR, and boasts high-reliability infrastructure with built in redundancy to handle spikes in call volume seamlessly.
Full-Service Model: Replicant simplifies the management of cutting-edge AI technology, enabling businesses to prioritize excellent customer service. As technology evolves rapidly, keeping systems up to date can be both resource-intensive and complex. Replicant’s full-service model ensures continuous access to the latest advancements without the burden of in-house management. With expertise gained from working across various customers and industries, Replicant delivers superior outcomes compared to DIY approaches, which can quickly become outdated and less effective.