Replicant's AI Voice Responder supports call centers during COVID-19

Replicant.ai, a provider of AI-enabled voice technologies, has introduced the AI Voice Responder for call centers under increased pressure due to the COVID-19 pandemic.

Given reduced staffing and limited work-from-home options for call center agents, consumers face long wait times on hold as businesses struggle to cover spikes in call volume.

According to the company, autonomous AI solution can be deployed within days to answer customer calls, prioritize them based on urgency, and respond to pressing questions so all customer calls are answered, making live agents free to address more complex issues. It provides a 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 centers today that will benefit businesses long-term.”

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 prioritize 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 also logs cases automatically in Salesforce and Zendesk so agents can prioritize 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 has been impacted by the crisis. 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.

For more information, visit www.replicant.ai.