Replicant lowers latency, costs and leverages Telnyx Call Control for real-time autonomous contact center with conversational AI.
< 1 second
Latency between conversation turns (reduced from 3+ seconds)
Reduction in voice costs
Media access latency on the market (based on Replicant’s research)
COMPANYReplicant is a Conversational AI technology that works out of the box to solve customer problems over the phone. The company was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world.
HEADQUARTERSSan Francisco, CA
Watch the video interview with Replicant CTO and co-founder Benjamin Gleitzman and Telnyx Head of Customer Success Mark Morse to learn how Telnyx sits at the core of this technology:
Low-Latency Media Access enables Human-Like Conversational AITo create a realistic conversational AI experience, Replicant demands consistently low “talk-time” latency (the time from when the user stops speaking to when the bot responds). Acceptable latency for their AI is one second or less.
But achieving this low latency was a challenge, as most providers could only reduce latency to three seconds. Other AI platforms mask this kind of delayed response with “human” noises (e.g., typing sounds or audible “um” sounds), but Replicant wanted to be honest and upfront with their customers.
“People notice when you’re trying to cover up latency, and the call turns into a sluggish lecture instead of a conversation,” said Gleitzman. “It’s very important that we’re genuine and honest with our customers. It’s one of the reasons we focus on latency and engineer our systems to save every millisecond we can. Because we’re able to get latency down to the level we want with Telnyx, we don’t have to bend the truth with our customers like some of our competitors.”
Replicant has seen a huge speed boost since switching to Telnyx, cutting talk-time latency from more than 3 seconds to under 1 second by leveraging the high-speed Telnyx Call Control API for real-time media packet access. “We did a survey of the scene, and, in many cases, Telnyx was the fastest provider that was there on the market.”
Carrier-Grade Quality provides High Availability and Peace-of-MindIn providing mission-critical contact center technology to their customers, Replicant can’t afford downtime or call audio issues. With Telnyx, reliability worries are a thing of the past.
Replicant recently raised $27M in Series A financing, and serves a growing base of enterprise customers. With this growth, Gleitzman says, “our demands for an always-on, reliable service have really increased.” The company sought a provider with a global, redundant network to ensure this always-on service. “I’m impressed with the steps Telnyx has taken to ensure we never go down,” said Gleiztman. “In places where there’s really no way to mitigate without switching over to another region or another data center, Telnyx has created that ability for us.”
Easy Scalability enables Rapid Deployment and GrowthAs a fast-growing software company, Replicant sought a telephony partner who could keep pace with their development cycles and accelerate their onboarding of new customers.
“Replicant can be on the phone now, and taking 100% of call center traffic in days - not weeks or months, which may happen with other players who are out there on the market,” said Gleiztman, citing continuous improvements to the Telnyx telephony engine alongside improvements to the company’s AI models as core drivers of this rapid onboarding ability. “We’ve ramped from hundreds to hundreds of thousands of calls per day with customers without experiencing any issues from Telnyx - it’s really been quite seamless.”
Flexible Voice APIs and AI Combine for the Contact Center of the FutureMore than just delivering low-latency chatbots, Replicant has ambitions to revolutionize an entire industry - in Gleiztman’s words, “Replicant powers the world’s first autonomous contact center.”
This bold claim speaks to a dramatic shift in how the world thinks about contact center solutions, especially as the COVID-19 crisis placed unprecedented demands on contact centers across the globe. “I think everyone took a really hard look at their business in February and March as things were beginning to shut down. I believe our technology, in partnership with Telnyx as a telephony provider, is exactly what today’s unpredictable world needs [...] We’re giving companies the ability to deliver elastic capacity, address shifting customer demand, scale-up, scale-down, and, not only handle but actually fully triage, support and answer call flows, so you get an always-on customer service.”