Goodbye to long hold times as call centers embrace the new era of elastic customer service
Replicant, the world’s first autonomous contact center announced the closing of $27 million Series A financing led by Norwest Venture Partners with participation from returning investors Bloomberg Beta, Costanoa Ventures, and founding investor Atomic. Also joining this round is State Farm Ventures.
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“It’s time to bring call centers into the twenty-first century and get people off hold”
The investment, which brings the company’s total funding to $36 million, will be used to triple Replicant’s R&D and scale its go-to-market teams. Norwest partner Scott Beechuk will join the Replicant board.
Replicant is redefining the contact center of the future by providing always-on, elastic call center capacity that scales to meet customer demand. The speed and accuracy of Replicant’s human-like conversations combined with its CRM and contact center integrations, allow call centers to resolve customer service calls in half the time with higher customer satisfaction and 50-75% in cost savings. Replicant has grown revenue 15X from over the past five months and currently handles over two million customer support calls a month.
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At the heart of Replicant is a neural engine encompassing intent detection and entity recognition, allowing Replicant’s AI brain to understand context and respond within a second to have life-like conversations over the phone. Replicant’s powerful artificial intelligence platform understands complex and colloquial speech patterns including slang, accents, and technical terms which allows it to instantly recognize customer needs and resolve them quickly for any issue.
“Replicant is solving some major challenges for any company that values customer service,” said Scott Beechuk, partner at Norwest Venture Partners and former SVP, Product at Salesforce Service Cloud. “Today’s customers expect instant, personalized service, and Replicant’s conversational AI platform delivers this in spades. We’ve been blown away by the company’s growth fueled by the exploding demand for automation and efficiency gains across the world’s largest contact centers.”
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