Replicant Software

Replicant Software

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About Replicant

Replicant allows businesses to establish and manage an autonomous contact center powered by the Thinking Machine to streamline customer service operations using voice AI. Voice is the fastest and most seamless way to communicate with your customers. Authenticate callers and resolve tier-1 customer support issues over the phone using human-like conversations, powered by fast, accurate, and contextual voice AI. Replicant Voice works out-of-the-box and natively integrates with existing CRM and contact center software. In choosing Replicant, you no longer need teams of developers, implementation partners, or AI experts and can go live in weeks. ...
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Replicant User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 20 reviews

User Profile

Connor

Verified reviewer

Company size: 11-50 employees

Industry: Retail

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

March 2020

Great Customer support with Voice AI

Pros

Replicant Voice has created an entirely new way to interact with our customers using voice AI. Our mission at Because Market has been to deliver something high quality and unique to older adults and to innovate our customer service experience as well. We wanted our customer service to feel seamless and personal without the typical burdens of automated calls like customers repeating themselves, having to wait on hold, or getting stuck in IVR menus. Replicant’s “Thinking Machine” is the perfect solution - it’s providing new innovation while reducing hold times by 50%, bringing average handle times down from 10 minutes to 2-5 minutes, and reducing call escalations. We can also resolve tier 1 cases end-to-end without human intervention so agents can focus on higher order cases. We’re excited for Replicant Voice to take over more of our existing call flows and volume.

Cons

Nothing really! The experience has been great so far.

Edison

Verified reviewer

Company size: 5,001-10,000 employees

Industry: Medical Devices

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
2

Functionality

out of 5

February 2021

Truly intelligent AI for Customer Service Solutions

Pros

Replicant offers a truly intelligent thinking machine that allows our company to remove the "busy work" type calls from our team members and open them up for true problem solving and building customer relationships. In building other AI solutions for other areas of business, I can attest that the Replicant team are true experts in their product. Their team is there to build a solution alongside you, with suggestions and insights along the way.

Cons

As our company continues to scale internationally, the only downside is the lack of additional language support. We have a focus of globalizing our customer expirience in 2021, and this is one area that gets left behind. However, we have voiced this, and as a young company, they are working to roll out additional language support that would allow for further expansion.

Jelle

Company size: 2-10 employees

Industry: Computer Software

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Functionality

out of 5

June 2022

Give customer service how you want

Pros

Replicant has made customer service way easier for my team. The UI is good looking and made it easy to get started with. Haven't experienced any bugs using the software.

Cons

I wish the software would be more surprising. It does everything it needs to and it does it well, but it doesn't give the wow effect.

George

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Logistics and Supply Chain

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2021

Customized Replicant Integration

Pros

Replicant was able to develop a customized solution for a very specific use case that we hoped to automate. By implementing Replicant AI, we were able to scale our operations to handle any peak volume eliminating queue backlogs and delayed deliveries. Furthermore, Replicant provided a much more secure platform (SOC, GDPR, HIPAA and PCI compliant) while maintaining comparable quality metrics as human teammates. The Replicant team is also incredibly communicative and made both the initial pilot phase and full rollout process feel seamless.

Cons

As we expand internationally, it would be great to offer languages other than English.

Hetal

Company size: 1,001-5,000 employees

Industry: Consumer Services

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2021

Replicant bot placing orders at restaurants twice as fast as humans!

At Postmates, we are using Replicant's AI bot to place orders at restaurants over the phone. My team and I have been very impressed with the bot's accuracy, its ability to deal with restaurant background noise, and how it's able to navigate IVRs. The Replicant Bot is placing 65% of our phone orders with a success rate equivalent to humans and has reduced phone order cost by 50%.

Pros

The Replicant team was able to train the bot to place phone orders at restaurants in just 4 weeks with accuracy improving to 94% over a 6 week period. Also, we've been super impressed with the bot's ability to hold a conversation to place an order.

Cons

Looking forward to Replicant extending their bot to handle chat conversations.