The New Replicant App is Live: One Place for Every Conversation

Starting today, every Replicant customer has one interface for every customer conversation. Calls and chats handled by AI agents, and conversations handled by people now live in the same interface, with the same search, filters, scorecards, and reporting. Until now, those were two views. Now there is one, and it answers questions the old two could not.

What changed?

Four things ship together.

• A unified Conversations page. Every conversation, whoever handled it, in one list. Filter by topic, outcome, channel, agent type, or any combination. "Show me every refund conversation last week, AI or human" is one query.
• Ask AI. Ask a question about your conversation data in plain language and get an answer built from real counts, rankings, and trends, not an estimate. "How many calls mentioned a billing dispute in the last 60 days, and is that rising?" returns a number and the calls behind it. There is no conversation limit now.
• Scorecard grouping. Evaluation items roll up into categories a supervisor actually uses (greeting, discovery, call handling, customer experience), and every score comes with the reason it was given and the moment in the transcript that supports it.
• Topics and Reasons in your own taxonomy. You define the categories conversations fall into, using your business language, with descriptions and examples that make the categorization more consistent. You can create, edit, merge, archive, and teach the system as your taxonomy evolves, without losing history.

Why does one view matter?

Customer service leaders are not asking how the bot is doing, or how the human agents are doing. They are asking how customer service is doing. An AI agent and a human agent handling the same kind of call should be measured against the same scorecard, in the same place.

The unified view makes that possible. It is also the foundation for comparing AI and human performance on the same workflow, finding the next automation opportunity in real data, and coaching both kinds of agents from the same evidence.

What are customers saying?

A travel and hospitality customer whose topic set dropped from more than a thousand categories to about a hundred called the ability to inspect, edit, delete, and teach the system “a huge win.” A healthcare services customer setting up scorecards for a new team saw grouping and rationale and decided “this actually looks great, let’s proceed.”

What do I need to do?

Nothing is required to switch. The new app is on for every customer. A toggle returns you to the previous interface during the transition period. Topics and Reasons is enabled per account, and your engagement manager will confirm yours. Ask AI is available at no additional charge.

Why does this matter for customer service leaders?

When AI and human conversations sit in separate views, a team cannot see which work belongs to which type of agent, or where callers get stuck when they move between them. Fragmented reporting also hides the gap between what automation handles and what it resolves. One view gives operations leaders the evidence to decide where AI agents should expand and where handoffs need work. If your team manages AI and human agents in separate tools today, our team can walk you through the new Conversations page using your own topics and scorecards.

FAQ

Is the new app on for every customer?
Yes. As of October 28 it is the default for all customers. A toggle returns you to the previous interface during the transition period.

Does Ask AI have a usage limit?
Not today. It is available at no additional charge. The previous 1,000-conversation cap on queries has been removed.

Can I keep my existing topics?
Yes. The new Topics and Reasons preserves history as you edit, merge, or archive categories. You can add descriptions and examples to improve accuracy going forward.

Does scorecard grouping change my scores?
No. Grouping changes how scores are organized and explained, not how they are calculated. Each score now includes a rationale and a link to the supporting moment in the conversation.