Replicant, a San Francisco, CA-based autonomous contact center provider, closed a $27m Series A financing.
The round, which brought total funding to $36m, was led by Norwest Venture Partners with participation from returning investors Bloomberg Beta, Costanoa Ventures, founding investor Atomic, as well as State Farm Ventures. In conjunction with the funding, Norwest partner Scott Beechuk will join the Replicant board.
The company intends to use the funds to triple R&D and scale its go-to-market teams.
Led by Gadi Shamia, CEO and co-founder, Replicant provides elastic call center capacity that scales to meet customer demand via human-like conversations combined with its CRM and contact center integrations.
Replicant fully integrates with CRM and contact center software allowing it to authenticate callers, resolve the majority of customer service calls, escalate calls with context when needed, and autonomously capture call notes. It captures and transcribes customer conversations in real-time, makes every call searchable with google-like search capabilities, and auto-tags conversations by disposition, giving companies insights into customer data and key call drivers. Replicant is HIPAA, SOC II, and PCI compliant.
The system leverages a neural engine encompassing intent detection and entity recognition, to allow its AI brain to understand context and respond within a second to have life-like conversations over the phone. The artificial intelligence platform understands complex and colloquial speech patterns including slang, accents, and technical terms which allows it to instantly recognize customer needs and resolve them quickly for any issue.
The company currently handles over two million customer support calls a month.