Replicant introduces AI voice responder to support call centres during COVID-19
Gadi Shamia of Replicant
Call centres that are under intense pressure due to the COVID-19 pandemic will benefit from the just released AI voice responder from Replicant, a provider of artificial intelligence-enabled voice technologies.
The autonomous AI solution can be deployed within days to answer customer calls, prioritise them based on urgency, and respond to pressing questions so all customer calls are answered, making live agents free to address more complex issues. The AI Voice Responder provides a quick and cost-effective way for businesses to better manage fluctuating call center demand and maintain high levels of customer service even during a crisis.
“Now more than ever, customers need fast responses and AI and automation can help,” said Gadi Shamia, CEO of Replicant. “With the launch of voice responder, we’ve provided the best of AI technology that can be deployed in days, demonstrating that voice AI provides significant cost savings and volume elasticity to call centres that will benefit businesses long-term.”
The global response to the COVID-19 pandemic has resulted in the temporary shut down of some mission-critical call centres. Given reduced staffing and limited work-from-home options for call centre agents, consumers face long wait times on hold as businesses struggle to cover spikes in call volume.
Voice responder triages high call volumes and answers frequently asked questions, quickly resolving common support issues without live agents. It will classify calls based on topics and urgency, enabling businesses to prioritise and respond according to specific needs. Unlike the previous generations of IVRs, voice responder understands natural language and allows callers to converse as if they’re speaking with a live agent.
Voice responder logs cases automatically in Salesforce and Zendesk so agents can prioritise follow-ups to resolve more complicated issues. Additionally, it can automate interactive outbound calls to update customers with the latest information, collect information, or reschedule appointments.
One early customer is using voice responder to help its customers with basic hardware issues for a commercial product, replacing its offshore call center that was impacted. The voice AI solution asks questions to identify the problem, provides relevant solutions via text, and creates a follow-up case if the issue is not resolved. By using Replicant as its first line of defense, agents can focus on the most urgent and complex cases first and are able to serve all their customers despite spikes in call volumes.
Replicant’s AI voice responder is available now. For more information visit Replicant.ai.
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