Replicant launches single conversation platform Thinking Machine
Software company Replicant is expanding its customer support services through the launch of a single conversation engine called Thinking Machine.
The new offering allows clients to resolve their support issues over different platforms — including chat or SMS — and seamlessly switch between these channels if necessary.
Replicant’s Thinking Machine leverages a shared intent library to resolve customer issues naturally across languages and channels, for superior service. It also handles customer interactions regardless of the channels they choose.
Replicant CEO and Co-founder Gadi Shamia said, “Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent customer experiences.”
Aside from using the phone, Shamia stated that the Thinking Machine is now able to resolve issues and inquiries with messaging and digital channels.
Kelsey Holshouser, the vice president of customer experience at Because, said that implementing Replicant’s new engine in their systems allowed them to create consistency in the customer experience.
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