# Replicant Reviews **Vendor:** Replicant **Category:** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations) **Average Rating:** 4.7/5.0 **Total Reviews:** 45 ## About Replicant Replicant is the leader in agentic AI for customer service. Our platform replicates your top-performing agents to automate complex conversations across voice, chat, and SMS, delivering instant, reliable, brand-aligned CX. With 6+ years of experience and 200+ enterprise deployments, our AI agents resolve customer issues end-to-end with full visibility into every interaction, giving enterprises the insights and control to drive true AI transformation. ## Replicant Pros & Cons **What users like:** - Users praise Replicant's **exceptional customer engagement** , highlighting smooth communication and tailored support throughout the entire process. (2 reviews) - Users praise the **exceptional customer satisfaction** with Replicant's organized process and dedicated support throughout their journey. (2 reviews) - Users praise the **exceptional customer support** from Replicant, highlighting their organized process and effective communication. (2 reviews) - Users praise Replicant for its **ease of use** , enjoying tailored support and seamless implementation throughout the journey. (2 reviews) - Users value the **easy setup** of Replicant, noting seamless implementation and excellent communication throughout the process. (2 reviews) - Users commend the **efficiency** of Replicant, noting significant improvements in operations and customer satisfaction. (2 reviews) - Users commend the **expertise and helpfulness** of Replicant, appreciating their support throughout the project lifecycle. (2 reviews) - Implementation Ease (2 reviews) - Innovation (2 reviews) - Analytics (1 reviews) **What users dislike:** - Users note the **limitations of AI** in handling complex issues, often requiring human escalation for resolution. (1 reviews) - Users acknowledge the **limitations of AI performance** in handling complex issues, often requiring escalation to live agents. (1 reviews) - Users find that **call issues** persist as AI struggles to handle complex inquiries, necessitating live agent intervention. (1 reviews) - Users find that **inadequate AI features** limit complex issue resolution, often requiring escalation to live agents. (1 reviews) - Users find the **limited AI capabilities** of Replicant inadequate for solving complex caller issues, requiring human escalation. (1 reviews) - Users note the **limited AI capabilities** of Replicant, affecting its ability to handle complex issues effectively. (1 reviews) - Users experience **poor understanding** as Replicant struggles with random information and complex issues, often requiring live agent escalation. (1 reviews) ## Replicant Reviews ### 1. Business Partnership - UAT completion (Americor) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2025 **What do you like best about Replicant?** Replicant is extremely personable as a company. Each team member we have worked with from Lee to Alex and everyone in-between has been very easy! **What do you dislike about Replicant?** I can confidently say from my interactions there was not much that left me needing or wanting more. Always quick to respond and easy to work with. **What problems is Replicant solving and how is that benefiting you?** Replicant was and continues to streamline some of our most redundant calls for the company. Incredibly impactful calls for the betterment of our company, and allows our FTE to assume more availability to assist other IB calls. ### 2. Implentation team was great to work with, and the technology is steadily improving over time. **Rating:** 4.0/5.0 stars **Reviewed by:** Craig N. | IT Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2025 **What do you like best about Replicant?** The ease of us in the portal, and the ability for our agents to chase down more leads with calls they aren't able to get to. **What do you dislike about Replicant?** Using Rocket lane as primary communication **What problems is Replicant solving and how is that benefiting you?** Answering calls that are agents are unable to get to, and created the lead for them when they are free ### 3. Top tier team providing excellent organization, communication and delivery **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle P. | VP of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Replicant?** They have designed a B2B client journey that is absolutely next level. From the first time we met with their sales team to scope out our project, there has been such an organized process and amazing communication. As we moved through the phases, the hand off was smooth and efficient. Each new team member was well prepared and well versed on our goals and we never had to repeat previous notes or agendas. The delivery was seemless and all deadlines were met or even delivered a little ahead of schedule. This has been the most advanced and professional tech team I have ever worked with! **What do you dislike about Replicant?** I have not experienced anything negative in any aspect of this journey **What problems is Replicant solving and how is that benefiting you?** 1. Initial authenticating the callers for compliance - this is a reduction in AHT for our call center 2. Intent gathering and dynamic call routing - this is allowing us VoC insight to their true call reaasons as well as ensuring they are routed to the agent most able to handle their need 3. Thinking Machine is completing 2 major workflows - this allows for a reduction on live-agent handled calls & a huge cost savings as the TM is completing the workflow with a reduction of AHT. Much more cst efficient to pay the TM minutes than the agent; In addition, we gain time compounding as the TM is always "on" ### 4. Working with Replicant has been a world class experience since day 1! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** October 04, 2024 **What do you like best about Replicant?** Replicant has been nothing but professional and also VERY patient with us over the course of our relationship. From the first meeting, they provided us with the resources and information needed to make a decision on if we should utilize their technology. It took us a long time to get to a place where we were ready to finally move forward. But, at no point were they pushy, annoyed, or frustrated with us. (They probably were but NEVER showed it to us!) They tailored their experience to exactly what we were looking for and after we signed the contract they continued their focus of customer service through being there every step of the way in the implementation of the product. They even created custom reporting and self-service abilities that are very easy to use. We are excited about the early results of the experience and look forward to seeing how it continues to help our business! **What do you dislike about Replicant?** There isn't one thing that I can say I dislike about Replicant. **What problems is Replicant solving and how is that benefiting you?** They are helping us by giving clients the ability to self-service their questions without the need to speak with a team member and giving us the ability to easily review the experience and make updates. ### 5. Great Team To Work With **Rating:** 4.0/5.0 stars **Reviewed by:** Ashley K. | Automotive, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2024 **What do you like best about Replicant?** The team is quick to reply if there are any technical concerns and is open to feedback. They usually respond within an hour when a ticket is sent in. The TM (thinking Maching) itself does really well in understanding different voices accents and phrases. They also seem to be working on continuous improvement. It also works well with our internal software and can transfer the information it collected over to an agent if it is not able to successfully place the call without human intervention. **What do you dislike about Replicant?** At this time it is not able to understand when callers bring up random information throughout the conversation. Currently, it has set flows so if information is brought up outside of those flows it wouldnt understand. **What problems is Replicant solving and how is that benefiting you?** Currently, it takes a large percentage of our call volume easing the pressure on our agents at high volume times. ### 6. Replicant review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2024 **What do you like best about Replicant?** We trust this product to answer our calls. The thinking machine is customizeable, and the reporting is top notch - we almost have too much data to pour over. The support team is very responsive when we submit a ticket in and we have regular weekly calls with our representative to discuss the product and enhancements. Overall we've been very impressed with the product and the team at Replicant. **What do you dislike about Replicant?** There are a lot of specific use cases that need to be accounted for in our business. All of these exceptions need to be identified and solved. Thankfully the team at replicant is helping us to tackle these items as they come up. We've had a few technical issues but it's been very minor considering the volume of calls that have been actioned - again the team has been very responsive in looking into these as they have come up. **What problems is Replicant solving and how is that benefiting you?** Replicant has automated a large portion of our inbound call volume ### 7. Well-rounded product to transform contact center experience and operations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2024 **What do you like best about Replicant?** Replicant's implementation of conversational AI is one of the best in this segment. It immediately helped us to improve our IVR experience and customer engagement to authenticate and understand intent there by helping us to streamline our call routing and day to day operations. Integrating with replicant is easy and seamless. Replicant team is always willing to go the extra mile to make sure we get the best out of the implementation and also have a better montenization towards ROI. CSM team partnership has been key for us to continue to expand our integration with replicant. **What do you dislike about Replicant?** Product offering is expensive. We wish the different components of pricing i.e. fixed and variable is adjusted based on the utilization of platform capabilities. **What problems is Replicant solving and how is that benefiting you?** Customer Authetication, identifying call intent helps to reduce agent average handle time. We are also exploring self service options to improve customer experience and optimize agent utilization. ### 8. Replicant good for taking bookings **Rating:** 5.0/5.0 stars **Reviewed by:** William S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2024 **What do you like best about Replicant?** Replicant uses normal conversation to intake an order from a member which frees up my agents to handle more difficult calls. All this at a lower cost than that of an agent. For members that complete their request through Replicant, we experience a higher Overall Satisfaction score than an order put through our app or chat bot. They are also very responsive to our support request. **What do you dislike about Replicant?** The main issue we have with Replicant is address collection. It has zero issues if the address i salready on file, but when a member does not know the exact address where they are, problems can arise. Replicant can do a better job atcapturing a business name and finding the associated municipal address of the location. **What problems is Replicant solving and how is that benefiting you?** There are two main problems that Replicant handles for us. One is lowering the cost of taking a Member roadside request. The second one, Replicant has the ability to smooth out the highs and lows in your call center allowing you to lower the wait time that our Member must wait for an agent. For example on Monday mornings we tend to have a surge in the morning, but the afternoon is often much quieter. In the moring, Replicant handles more calls allowing our agent to focus on Members that have more complicated requests. ### 9. Replicant - The best in contact center automation! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Replicant?** While there are many companies offering quality AI solutions for automation, Replicant is leading the charge in the contact center and customer experienceindustry! With their singular focus on contact centers/customer experience you are partnering with experts in AI Conversational Thinking Machine & LLM's as well as industry experts in contact center operations. This combination of expertise leads to a custom tailored solution for your business needs. From project scoping, through implementation, all the way to go-live Replicant provides a team of support that makes the process seamless. Since using Replicant we have seen an increase in customer satisfaction, a decrease in costs and an increase in agent retention rates. **What do you dislike about Replicant?** It's hard to think of anything to dislike about Replicant, they are truly a partner from day one and supports you in every way imaginable. **What problems is Replicant solving and how is that benefiting you?** Replicant is solving the need for consistent quality customer conversations by automating the primary use cases of our customers. They do this with shorter handle time, reducing out staffing costs and allowing our agents to focus on the more complex conversations. The great part is, because our agents are more engaged with our customers by removing the standard conversatios, our retention rates and agent satisfaction has gone up as well. ### 10. Exceptional professional services, measurable cost-savings **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Replicant?** The Replicant team manages everything at each phase of the project. After implementation, they continue to analyze their Thinking Machine's performance to find ways to improve efficiency, intuitiveness, and helpfulness. We love working with these experts, and we've saved a good deal of money by using their technology. **What do you dislike about Replicant?** We have had such a positive experience partnering with our Replicant team, it's hard to identify a dislike. We have at times wished they would expand into other automated customer service products--such as online Chat. **What problems is Replicant solving and how is that benefiting you?** The Thinking Machine now handles a significant percentage of our commonplace requests and questions, which costs us less than having live agents handle them, and it frees up the agents to handle more complex issues. We have a huge call volume that until a few years ago we only used customer service agents for. Implementing conversational AI to handle a big portion of incoming calls has helped us manage the costs of staffing, training, and hiring. ### 11. Replicant's Conversational AI Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2024 **What do you like best about Replicant?** Though Replicant staff members (at all levels) who were involved with our project NOT familiar with the paratransit operations, they were able to work with us to learn the business very quickly. That proactive approach and taking the time to learn/undertand helped us to go live as scheduled. **What do you dislike about Replicant?** The TMM cost that an agency will have to pay. **What problems is Replicant solving and how is that benefiting you?** Replicant's Virtual agent is assisting us with the call volume by responding to calls that can be handled by the Conversational AI inteface. That reduces the average speed of answer for those who still want to speak with an agent. ### 12. Decent Product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about Replicant?** It is able to handle a fair amount of simple phone requests without having to escalate to our operators **What do you dislike about Replicant?** It can take some time to get any changes made. **What problems is Replicant solving and how is that benefiting you?** It can handle about 40% of our call load without having to speak to a real person. It answers questions and interacts via API to our CRM to actually handle full requests, changes, etc. ### 13. Replicant Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Replicant?** The ability to allow customers to be independent and free up our agents. **What do you dislike about Replicant?** Not being able to access all of the features that are available. **What problems is Replicant solving and how is that benefiting you?** Replicant is offering customers self help option, which allows agents to handle more complex calls. ### 14. User Friendly and AI Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Replicant?** Repicant is easy to use very adaptive to our business needs. **What do you dislike about Replicant?** Do not have a dislike for Replicant ta this time **What problems is Replicant solving and how is that benefiting you?** Replicant is helping to lower our hold time for customer and the average speed of answer. This is allowing us to free up our customer service agents to focus on more strategic endeavors ### 15. Great phone bot provider. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2023 **What do you like best about Replicant?** The employees seem to take an active interest in the company they are working with. We recently had a new customer success manager and she was just as excellent at understanding our business as our previous one had been. When changes are requested, they make sure to understand the "why" behind and help bring up aspects of the change and potential impacts that we might not have thought of. **What do you dislike about Replicant?** The inability for our team to make any changes to flows, or create new ones within the Replicant dashboard without having to request support from the Replicant developers to make those changes for us. **What problems is Replicant solving and how is that benefiting you?** Replicant helps us by answering easy, repetitive questions and FAQ's that our customers might have. Instead of having to spend money having our phone agents tied up constantly, the bot is able to resolve those queries. This leaves our agents free for to assist with other responsibilities/departments. ### 16. Drives efficiency! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Replicant?** Replicant allows us to handle simple transactions seamlessly while giving time back to our employees to work on more complex interactions. **What do you dislike about Replicant?** Sometimes, the transcriptions can be unreliable during the "learning" process. **What problems is Replicant solving and how is that benefiting you?** Quickly reduced average speed of answer and absorbed volume. ### 17. Technology Opportunity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2022 **What do you like best about Replicant?** The potential opportunities created with the technology Replicant offers. Automation provides a possible solution to labor challenges and immediate scaling to support extremely fluctuating call volumes. **What do you dislike about Replicant?** It is still artificial intelligence at the end of the day so the technology will not be able to solve truly complex caller issues, depending on your industry. Call escalation to a live agent is still a pertinant factor. **What problems is Replicant solving and how is that benefiting you?** Replicant is providing support for our challenges related to staffing and allowing us to still assist our callers with minimal wait time with the staff we currently have. It helps us absorb unexpectedly high call volumes without a negative impact on our callers and quickly takes care of tier-one calls that do not require the assistance of a live agent, freeing up our live agents to focus on more complex calls. ### 18. Replicant is awesome! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Replicant?** Replicant is always proactively looking for solutions to improve their product and help our business use case. The responsibility is not all on us to improve the thinking machine but Replicant doing their part as well. Replicant listens to the feedback from their customers and make changes to their product based on that feedback. **What do you dislike about Replicant?** I do not have much of anything bad to say about Replicant **What problems is Replicant solving and how is that benefiting you?** Replicant allowed us to save costs on staff, reduced average handle time, and allowed us to provide services 24/7/365 ### 19. Replicant has an incredible product! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Replicant?** The customer service we receive from Replicant is outstanding! They are quick to reply to tickets and always willing to help us find a solution to any problem. **What do you dislike about Replicant?** I would like to edit and update the call flows internally without creating a ticket. Controlling that from our end would make it easier for us to help make minor improvements to the Thinking Machine. **What problems is Replicant solving and how is that benefiting you?** They have helped our call center by reducing the number of calls that reach an agent. During busy seasons, this has been extremely beneficial in making sure we provide outstanding customer service. ### 20. Professional, educational, and collaborative implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Shaun M. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2023 **What do you like best about Replicant?** The Replicant team was well-organized, responsive and attentive to our feedback/concerns. The project management team helped educate us on the Thinking Machine learning model and guided us through the implementation phases, so we knew what to expect and how to amend our call flows and scripting. Weekly sprints and analytics monitoring helped to make data driven decisions and implement changes relatively quickly. **What do you dislike about Replicant?** Replicant conversation flagging did not have relevant options or space for documenting observations on calls. The use of Asana was helpful, but required the use of a secondary tool. **What problems is Replicant solving and how is that benefiting you?** Replicant is supporting a reduction in temporary call center staffing during peak periods by resolving calls that would otherwise go to an agent. Additional time savings for calls escalated to an agent are also being realized by Thinking Machine verifying member identity. ### 21. The way customer engagement should be.... **Rating:** 5.0/5.0 stars **Reviewed by:** Kevan H. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Replicant?** The most helpful thing about Replicant is the flexibility and extensibility options that can be employed through Replicant. There are endless possibilities to customise campaigns based on any trigger. **What do you dislike about Replicant?** The downside or least helpful thing about Replicant is the inability to self-configure outgoing SMS/TEXT. Replicant support is very attentive and timely but I think this should be self-configurable. **What problems is Replicant solving and how is that benefiting you?** Currently, the business problem Replicant is solving is automating a touchpoint to our customers at scale and at perfectly scheduled intervals. There would be no way we could make outbound calls at such a volume...not even close. ### 22. Awesome Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Geoff C. | Electronic Dispatch Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2022 **What do you like best about Replicant?** The flexibility of being able to connect with customers using various channels, not only voice. They are capable of capturing so much information through various sources which accommodate our customers on a more efficient level. They work with you to customize the customer experience. They help your brand and build customer trust. **What do you dislike about Replicant?** Difficult to pinpoint a dislike, we have had a few hurdles to jump during our time but the Replicant team is always available and will get all hands on deck if need be. They truly make you feel like you are their only customer. **What problems is Replicant solving and how is that benefiting you?** Many problems, some including location capture, adding transactions to a loyalty program, and continuously reviewing the flow to suggest changes to enhance the customer experience as well as create efficiency within the org. ### 23. Great Product. AMAZING STAFF **Rating:** 5.0/5.0 stars **Reviewed by:** Camille R. | Vice President Of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Replicant?** Replicant takes the time to understand their partner. They are customer focused. When working with them, I have always felt like they take my feedback and concerns as a top priority. I am not just a person in a ticketing system. My CSM is available and is always trying to confirm that my expectations are being met. **What do you dislike about Replicant?** I wish the price were not per minute. Replicant is more expensive than the competition. Offer different pricing models that can grow with the relationship. **What problems is Replicant solving and how is that benefiting you?** They are working on self-service and bill pay. Authicationation is another option. These problems if solved would reduce call volume and customer friction. ### 24. Exceptional Experience & Partnership! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew K. | Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Replicant?** The Replicant Dashboard analytics. Having complete visibility into how the IVA is performing on a day-to-day basis helps us to identify areas of improvement within our business processes and achieve higher levels of success for our clients. The Replicant support team has been great since day 1. They make us feel like a valued partner and not just another customer. **What do you dislike about Replicant?** There aren't any downsides! The quality is great, and their support level exceeds our expectations! **What problems is Replicant solving and how is that benefiting you?** Replicant has helped us to achieve higher contact rates and meet 100% of the calling demand we receive from our clients. ### 25. Replicant for the Win! **Rating:** 5.0/5.0 stars **Reviewed by:** Tom D. | VP Contact Center Technology, Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Replicant?** Replicant was able to deliver two different projects faster than we expected for us in under 8 weeks handling our after-hours volume, eliminating excess costs, and helped us scale our contact center operations for our open enrollment season. With Replicant, we're able to handle more calls with less people and still deliver the same conversion rates **What do you dislike about Replicant?** No down sides, we love the team at Replicant as well and their Hyper care program **What problems is Replicant solving and how is that benefiting you?** Replicant has solved the problem of scaling during AEP when our inbound call volume spikes ### 26. Replicant - Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Replicant?** It can deliver the dashboard based on the user's needs. It's super useful for day-to-day analysis as well. **What do you dislike about Replicant?** It doesn't allow us to download the data (Raw Dump) using different timezone. It gives us the data in the UTC timezone only. Sometimes, it didn't capture the data (Final disposition) as per that calling activity. **What problems is Replicant solving and how is that benefiting you?** It reduces the manual workload significantly. If we want to see the performance or analytics from a different view, we can do that very easily. ### 27. Replicant Conversational AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Replicant?** Support from Replicant's technology / project teams in understanding the Conversational A.I. technology, use cases and path to implementation was fantastic! They were great at educating folks within the organization from start to finish. **What do you dislike about Replicant?** Nothing specifically to dislike about Replicant **What problems is Replicant solving and how is that benefiting you?** Leveraging Conversational A.I. solution as part of a proof of concept in understanding the technology better. Looking to see where we can further enhance client experience ### 28. It has been great so far. Very collaborative and friendly group to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Replicant?** Launch of our automation system was seamless. Regular touchpoint meetings post-launch, to brainstorm together on how we can improve performance. Effective reporting tools. Upward trend on system performance and success. **What do you dislike about Replicant?** May be due to internal changes or potential low staffing, there are times where prioritization of work is needed, and some work/deadlines may be missed and require follow up. **What problems is Replicant solving and how is that benefiting you?** Automation of our credit card update queue, helps with our service levels and frees up our agents to handle other, more complex calls from our Members ie: escalations, etc. ### 29. Collaboration at it's best **Rating:** 4.5/5.0 stars **Reviewed by:** Bryan A. | Manager Membership Support, Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Replicant?** The solution has worked to improve customer experience and provide business flexibility **What do you dislike about Replicant?** At this time, I don't have any issues to share that I dislike **What problems is Replicant solving and how is that benefiting you?** Providing alternate solution to meet member demands Giving frontline flexibility to support other LOB's Gives our agents flexibility to pause in between calls ### 30. Top Notch Partner Deploying Voice A.I. **Rating:** 5.0/5.0 stars **Reviewed by:** Rob D. | Principal Consultant & Strategist || Taylor Made Wellness|| Customer Experience & Talent Development, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2021 **What do you like best about Replicant?** You get a highly responsive and dedicate team when choosing Replicant. In under two months we took the Replicant Think Machine live with 5 use cases and quickly doubled are live use cases over the next month and 1/2. **What do you dislike about Replicant?** I wish they had a better plateform for ongoing communication between the business and team once you go live. They are great at meeting with you frequently but between those meetings email is the primary communication plateform for suggestions like scripting changes or any other insights you might want their thoughts or to look into. That being said, we have never had an issue with them communicating via email. You just tend to send lots of emails during the intial deployment stages. **Recommendations to others considering Replicant:** Replicant is going to be one of your vendors that turns out to be true partners in helping achive your self-service and voice a.i. strategic goals. They are going to make sure you understand every step of the process and that you are optimizing their plateform with them. **What problems is Replicant solving and how is that benefiting you?** We are leveraging Replicant's Thinking Machine to handle common customer phone questions first. This is enabling our Customer Service Team to spend time handling complex and revenue generating interactions. ### 31. Replicant makes our call queues more intelligent! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** June 09, 2021 **What do you like best about Replicant?** The team at Replicant is very responsive. We've needed quick turnaround times on a few projects and they've been able to deliver (ahead of schedule). From a technology standpoint, the voice AI technology is truly leveling up our call queues - we're able to intelligently route customers to the best agent for a specific question and prepare our agents with more context than ever before! **What do you dislike about Replicant?** Using Zendesk for the back and forth on projects isn't ideal. Responses are fast, but I've found that it's hard to convey urgency very well. **What problems is Replicant solving and how is that benefiting you?** We have an abnormally high call volume due to the demographic that we serve. Replicant helps us by allowing customers to self-serve for several cases and to arm our agents with an incredible level of context when we do speak with customers. We've seen reduced call volumes (and reduced number of agents required) as well as shorter call times! ### 32. Truly intelligent AI for Customer Service Solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Edison B. | Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2021 **What do you like best about Replicant?** Replicant offers a truly intelligent thinking machine that allows our company to remove the "busy work" type calls from our team members and open them up for true problem solving and building customer relationships. In building other AI solutions for other areas of business, I can attest that the Replicant team are true experts in their product. Their team is there to build a solution alongside you, with suggestions and insights along the way. **What do you dislike about Replicant?** As our company continues to scale internationally, the only downside is the lack of additional language support. We have a focus of globalizing our customer expirience in 2021, and this is one area that gets left behind. However, we have voiced this, and as a young company, they are working to roll out additional language support that would allow for further expansion. **What problems is Replicant solving and how is that benefiting you?** Account management and maintence questions from customers. ### 33. Wonderful service. Was with us every step of the way. Would definitely recommend. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2021 **What do you like best about Replicant?** Quick turnaround times and communication **What do you dislike about Replicant?** The dashboard could use a bit more work and give us a little more access to make things work. **Recommendations to others considering Replicant:** Replicant has been with us every step of the way. We were new to the AI game, and it can be intimating. However, Replicant was able to help us and mentor us as we moved forward with the implementation process. **What problems is Replicant solving and how is that benefiting you?** Taking a chunk of inbound contacts off of our hands ### 34. Replicant will get the job done! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2021 **What do you like best about Replicant?** Great product and service! I've really enjoyed working with the Replicant team over the past couple of months. The Replicant UI was very easy to learn. Our team was able to pull individual calls seamlessly based on various call types - dispositions, tags, transcripts, etc. We continue to meet weekly to discuss our needs as a business and implement changes to our current workflows. We've seen what the bot can do already and are excited about the growth/potential with Replicant. **What do you dislike about Replicant?** Replicant dashboard had limited features. **What problems is Replicant solving and how is that benefiting you?** Using Replicant's Thinking Machine to decrease handle time and provide the best experience to our customers calling in. ### 35. Vice President **Rating:** 4.5/5.0 stars **Reviewed by:** Mark O. | Growth, Acceleration & Transfomation Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2021 **What do you like best about Replicant?** I have found that the entire Replicant team is highly responsive and very customer-focused. I feel Replicant's commitment to our success, and it is clear that their success only comes with our success. **What do you dislike about Replicant?** We want to make our customer experience excellent and consistent regardless of the customer's home market. With our rapid global expansion, we have an ever-increasing need for Replicant to build capabilities in additional languages. **What problems is Replicant solving and how is that benefiting you?** We are utilizing Replicant to enable customer self-service for many routine requests and to route contacts to the appropriate queue. ### 36. Excellent Partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2021 **What do you like best about Replicant?** They are a fantastic partner and they always assist with coming up with great solutions. Replicants staff is super friendly and very savy. **What do you dislike about Replicant?** We do not have control to make small script changes on our end. **What problems is Replicant solving and how is that benefiting you?** Since we have launched our product with Replicant, we have been able to assist users 24/7 now. ### 37. Great quality and easy integration **Rating:** 5.0/5.0 stars **Reviewed by:** Farnam M. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2021 **What do you like best about Replicant?** Replicant offers a great quality service with easy integration and fast troubleshooting/mitigation when encountering issues. Using their service helped us reduce our costs immensely. **What do you dislike about Replicant?** I hope they will add support for other languages in the future. **What problems is Replicant solving and how is that benefiting you?** We have automated placing orders using their text to speech empowered by AI/speech-recognition ### 38. Replicant Custom Integration **Rating:** 4.5/5.0 stars **Reviewed by:** George M. | Global Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Replicant?** Replicant was able to develop a customized solution for a very specific use case that we hoped to automate. By implementing Replicant AI, we were able to scale our operations to handle any peak volume eliminating queue backlogs and delayed deliveries. Furthermore, Replicant provided a much more secure platform (SOC, GDPR, HIPAA and PCI compliant) while maintaining comparable quality metrics as human teammates. The Replicant team is also incredibly communicative and made both the initial pilot phase and full rollout process feel seamless. **What do you dislike about Replicant?** As we expand internationally, it would be great to offer languages other than English. **What problems is Replicant solving and how is that benefiting you?** Improved scalability, cost and security while maintaining quality. ### 39. So helpful! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Replicant?** How easy this software is to scale and integrate. **What do you dislike about Replicant?** Nothing, if my members are happy, I'm happy. **Recommendations to others considering Replicant:** Its worth the time **What problems is Replicant solving and how is that benefiting you?** It helps when we have members calling in after hours for shipping updates. We don't need an agent to call this member back. ### 40. Replicant has been very supportive during our entire implementation. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2021 **What do you like best about Replicant?** From my experience, their customer support is what really has helped us be successful with implementing AI on our calls. **What do you dislike about Replicant?** Their out of the box dashboards have some limitations to customize the data you want to view. We've solved for this by integrating it into salesforce **What problems is Replicant solving and how is that benefiting you?** We are solving for account management questions our customers have and have reduced the number of calls that require an agent interaction. ### 41. Replicant is helping us envision an exceptional customer experience, even when it’s automated. **Rating:** 4.0/5.0 stars **Reviewed by:** Natalie C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2020 **What do you like best about Replicant?** At Next Insurance, we value ease-of-use and flexibility, and place the utmost importance on the customer experience. Replicant has worked side-by-side with us to craft automated customer support that mirrors these values. The “Virtual Advisor” we’re developing can answer incoming calls in a surprisingly pleasant way. We've enabled customers to get help with common documents even after hours, and are excited about the potential for more end-to-end automation. On top of that, the entire Replicant team has been a pleasure to work with. **What do you dislike about Replicant?** There’s little we don’t like - Replicant is a smaller startup, so there are a few things they don’t yet offer that some of the bigger players in the space do (though they’re working on them!). However, their level of service, quality of product, and their commitment to finding us workarounds for now makes up for this! **What problems is Replicant solving and how is that benefiting you?** Replicant is helping us offer 24/7 service for certain customer use cases without having to staff after hours. It completely automates the creation of some common documents, and for calls it can’t handle end-to-end yet, it helps triage them so our agents can get straight to the point when they're transferred. While it’s early days, we’re excited for the potential to automate any rules-based requests and leverage the partnership between live and virtual advisors to its fullest potential. ### 42. Excelent Tool and Excelent Team!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2021 **What do you like best about Replicant?** The team and the improvement ideas suggestions! **What do you dislike about Replicant?** Nothing, I like everything! I believe that this tool is very efficent. **Recommendations to others considering Replicant:** NA **What problems is Replicant solving and how is that benefiting you?** I'm working to find improvement areas with the clients. ### 43. Great voice AI for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Connor S. | Founding Partner, Head of Marketing and Ops, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2020 **What do you like best about Replicant?** Replicant Voice has created an entirely new way to interact with our customers using voice AI. Our mission at Because Market has been to deliver something high quality and unique to older adults and to innovate our customer service experience as well. We wanted our customer service to feel seamless and personal without the typical burdens of automated calls like customers repeating themselves, having to wait on hold, or getting stuck in IVR menus. **What do you dislike about Replicant?** Nothing really! It's been a good experience so far **What problems is Replicant solving and how is that benefiting you?** Replicant’s “Thinking Machine” is the perfect solution - it’s providing new innovation while reducing hold times by 50%, bringing average handle times down from 10 minutes to 2-5 minutes, and reducing call escalations. We can also resolve tier 1 cases end-to-end without human intervention so agents can focus on higher order cases. We’re excited for Replicant Voice to take over more of our existing call flows and volume. ### 44. Replicant is nothing but upside! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2020 **What do you like best about Replicant?** Replicant's ability to help us quickly triage and prioritize high-value callers while ensuring great quality of service for all callers has been a game-changer for us. In many respects, it is like having unlimited "extra staff on-demand" available to help handle call volumes. They are also a great organization to work with and helped us sort through some of the trickier integration issues quickly and effectively. **What do you dislike about Replicant?** Very little. Replicant handled any challenges with grace and worked very closely with us at all steps along the way. **What problems is Replicant solving and how is that benefiting you?** Replicant helps us quickly triage high volume callers automatically and helps ensure that all callers can be assisted in a timely manner. ### 45. The future of customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Craig A. | VP of Software Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2020 **What do you like best about Replicant?** The bot development language they developed made it easy to create and iterate on bot behaviours. Above all, the most astounding thing was the experience of talking to a bot. Replicant has created the most natural conversational bot experience I've ever encountered. **What do you dislike about Replicant?** It would be great if the system could support more complex customer interactions. I'm looking forward to seeing their capabilities grow along with their success. **What problems is Replicant solving and how is that benefiting you?** Replicant provided us with an opportunity to scale our service without the constraint of having to hire, train, and manage a traditional call center. ## Replicant Discussions - [What is Replicant used for?](https://www.g2.com/discussions/what-is-replicant-used-for) - [View Replicant pricing details and edition comparison](https://www.g2.com/products/replicant-replicant/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-12+13%3A00%3A39+-0500&secure%5Bsession_id%5D=d8fdb54b-60e3-43d3-9001-f4e515e0632d&secure%5Btoken%5D=b71ea971a149e59a52650fd26c37d98b43894c25d5e00d490c94be3984793f8c&format=llm_user) ## Replicant Features **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Platform** - Conversation Editor - Integration **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Summarization **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Replicant Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,696 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews) - [PolyAI](https://www.g2.com/products/polyai/reviews) - 5.0/5.0 (12 reviews)