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CONVERSATION INTELLIGENCE
Turn on the lights in your contact center
Conversation Intelligence extracts audio-based insights from every customer service call—so you can improve agent performance, eliminate contact center inefficiencies, and automate more conversations.
“What used to take me literally hours to do for one site, and probably a full day for all sites, is now taking me minutes. And that's not an exaggeration.”
Nigel Ponds,
Global Director of Workforce Management
Transform customer service with AI-powered insights
Legacy QA tools rely on rigid keyword spotting and script adherence, and only offer surface-level insights. Conversation Intelligence uses cutting-edge large language models to turn unstructured call data into actionable insights, directly from audio, so you can:
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Surface business insights and quickly address issuesGain insights into call drivers, enabling you to proactively address root causes, reduce call volume, and improve customer experiences. -
Develop agents with smarter coachingMeasure agents on call outcomes, not script adherence, and easily build coaching plans with tailored recommendations across sites, supervisors, and agents. -
Automate conversations to improve efficiencyAnalyze every call to uncover opportunities for automating repetitive tasks—freeing agents to focus on more impactful work.
Product capabilities
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Audio-first insights
Go beyond transcript-based analysis which misses the nuances of human conversation. With audio-based LLMs, our platform captures the subtleties of tone, hold times, and accents to provide a deeper understanding of every conversation. -
Call summaries
Capture the full context of each conversation with accurate, unbiased summaries on every call, including disposition, sentiment, improvement areas, and more. -
Agent Coaching
Align performance evaluations with your business goals by uploading your scorecard. Let our models assess agent performance using the competencies that matter to you. -
Business Insights
Leverage glanceable dashboards and actionable, AI-driven recommendations to help you understand critical patterns and take immediate action. -
Knowledge Base Builder
Keep your knowledge base fresh and relevant with AI-powered suggestions based on recurring customer questions and factual agent responses. -
Automation Recommendations
Uncover repetitive tasks that can be automated by AI agents, so your human agents can focus on more complex work.
See how it works
INTEGRATIONS
Integrate with your existing tech stack
Whether it’s your CCaaS, CRM, IVR, or anything else, our platform integrates with the tools you already use, reducing disruptions and ensuring smooth workflows.
Trusted by the enterprise
Replicant’s conversational AI platform adheres to GDPR, HIPAA, and PCI compliance standards, with high reliability infrastructure and built-in redundancy across services to manage spikes in call volume.
