Future of Work News

Replicant Reveals Round of Funding, New CEO

By

Customer service is on the precipice of a new level of intelligence. AI is finding the contact center fertile ground for early adopters. A space littered with innovative startups is evolving from ideation to business impact.

AI-enabled voice technology firm Replicant announced a successful round of funding as well as the addition of an industry veteran to its leadership. Replicant reports an influx of $ 7 million from Norwest Venture Partners, Costanoa Ventures, Bloomberg Beta and Atomic, and the industry vet; none other than former Talkdesk COO, Gadi Shamia.

The AI tech company reports the “Thinking Machine,” its future forward innovation, is more than capable of revolutionizing the way the call center addresses call flows, and in appropriate instances escalate callers to speak with human agents.

“Agents are frustrated by answering the same questions 100 times a day. Callers suffer from long wait times and inconsistent service while companies find it hard to control costs and scale without impacting customer satisfaction,” said Shamia, Replicant’s CEO. “Our AI solution lessens those pain points while improving customer service.”

In short, the “Thinking Machine” comprehends language in real time – in complete sentences. From there, it makes decisions, responds rapidly and manages a caller’s query. Basic issues like refunds or a change of address the “Thinking Machine” handles the matter lickety split but if it’s a more complicated matter the platform will put together a summary for a human agent and transfer the caller with context.

“AI can power long-running voice conversations between smart virtual agents and customers to solve real problems at scale,” said Scott Beechuk, Partner at Norwest Venture Partners. “Replicant is leading this new wave of automation and is far ahead of any competing product with bots that sound and feel amazingly real.”

AI is on the rise. The bots are coming, but don’t fret they are here to help.

What do you know about the Future of Work?




Edited by Maurice Nagle

Future of Work Contributor

Related Articles

Turning Data into Stories with Natural Language Generation

By: Erik Linask    7/29/2020

Arria's NLG technology takes the burden of storytelling from data analysts by using artificial intelligence to turn data into narrative.

READ MORE

Workforce Logiq Intros IQ Location Optimizer for Improved Talent Sourcing

By: Stefania Viscusi    6/26/2020

As cities begin to reopen and offices start their return to work plans, there is now a need for talent acquisition solutions to assist with this new w…

READ MORE

Unified Office Awarded 2020 Teleworking Solutions Excellence Award

By: Ken Briodagh    6/19/2020

Total Connect NowSM Helps Customers Across a Variety of Vertical Markets Survive and Thrive in the COVID-19 Pandemic

READ MORE

Aruba Defines the Future of Work in a COVID-19 World

By: Erik Linask    6/4/2020

Aruba, along with many of it's tech partners, is launching a series of solutions to enable businesses to more effectively define their "new normal," a…

READ MORE

Quanergy Teams with Milexia for AI-driven LiDAR Solutions in EU Markets

By: Erik Linask    6/1/2020

Quanergy has partnered with Milexia to deliver AI-based LiDAR solutions to European organizations.

READ MORE