Replicant commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by implementing Replicant Voice, an autonomous contact center. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Replicant’s solution on their customer service strategy. Replicant Voice is an autonomous contact center that leverages voice AI to deliver always on, elastic callcenter capacity for customer service. Akin to agents, Replicant’s “Thinking Machine” can interact and speak naturally with customers and accurately resolve issues. Replicant Voice is a fully managed service, and it elastically scales to eliminate hold times and manage unpredictable customer demand. It can be deployed in weeks to handle a variety of inbound and outbound call flows, and it integrates with existing contact center and CRM software for deeper automation and customer insights. In this instance, the food delivery service Postmates turned to Replicant Voice to replace a business process outsourcing (BPO) provider that oversaw call center operations for placing outbound food delivery orders by phone to non-network restaurants. Postmates implemented Replicant Voice over a sixweek timeframe in March 2020, and it was able to overcome the challenges of relying on human capacity to effectively scale call-center operations to handle order spikes with Replicant’s low-latency outbound calling capabilities
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