Contact centre automation vendor Replicant has closed a $78 million Series B funding round, bringing the company’s total funding to more than $110 million.
The company plans to put the new capital into product development, sales, and marketing.
Founded in 2019, Replicant offers conversational AI for customer contact centres. Its solution helps enterprise customers automate common customer service requests, eliminate wait times, and predict customer intent.
Gadi Shamia, Chief Executive Officer & Co-Founder of Replicant, said: "Customer experience today is the worst it's ever been."
"Contact centers are facing an emerging business crisis with fewer agents, rising costs, unpredictable call volumes, and a nation stuck on hold. An increasing number of customer-centric companies like AAA, ADP, and DoorDash are bucking that trend by raising the industry's bar for great customer service and automating their front-line customer calls to get people answers quickly."
Replicant's conversational AI platform - Thinking Machine – handles complex issues across channels, in almost any language, with an 85% success rate. The platform offers 24/7 customer service, while improving key customer metrics like Customer Satisfaction.
Replicant has recently added new functionalities to the platform to enable hands-on management of all customer conversations.
