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04/27/2022

Contact Center Automation Solution Raises $78M

After a banner year, Replicant plans additional expansion of its AI-based solution.
Anna Wolfe
Senior Editor - Restaurants
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Replicant, a provider of contact center automation,  has closed its Series B funding of $78 million, bringing its total funding to more than $110 million.

The new capital will allow Replicant to make significant investments in product, sales and marketing. Since its launch in 2019, Replicant has helped enterprise customers automate common customer service requests, eliminate wait times and transform customer service calls from dreaded to delightful experiences."

Replicant helps companies retain their own customers, build brand loyalty and reduce costs by automating contact centers to solve common customer service issues with no wait or human interventions. Replicant's Thinking Machine was custom-built to handle complex issues, across channels, in almost any language, and successfully resolve 85% of them. Replicant's customers can offer 24/7 customer service, with infinite scale, and at half the cost, while improving key customer metrics like Customer Satisfaction Scores.

Replicant has achieved significant milestones over the past year including:

  • 3X annual revenue growth
  • Best in Class Net Promoter Score of 90
  • Over 30 million successful calls between machines and humans
  • 85% success rate across all customers

"Customer experience today is the worst it's ever been," said Gadi Shamia, chief executive officer & co-founder of Replicant. "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."

The latest round of funding was from Salesforce Ventures, IronGrey and Omega Venture Partners, along with returning investor Norwest and founding investor Atomic.

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