VIDEO: Helping Replicant Build Contact Centers

Watch Replicant explain how Telnyx helped build their Contact Center

Replicant powers the world's first autonomous contact center, providing conversational AI solutions and AI voice responders to revolutionize customer experience (CX).

Watch a clip from our interview with CTO and co-founder, Benjamin Gleitzman, to learn about Replicant's vision for the contact center of the future:

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For Replicant, easing the burden on strained contact centers is an immediate goal that lays a roadmap for how the contact center of the future might look:

While the company's future focus hints at even more advanced AI capabilities, the fundamentals of scalable, elastic, and resilient telephony services will remain a critical factor in providing a truly modern customer service:

Learn more about how Telnyx helped Replicant quickly adapt to solving call center capacity issues by watching a recording of our webinar with Replicant's founders. Watch the full video interview from above, and learn more about Replicant's partnership with Telnyx in our Customer Story.

Check out our full webinar with Replicant here:

Interested in learning more about how to fortify your contact center's communications against unprecedented demand? Let's talk.

FAQ

What is Replicant voice AI in a contact center? Replicant-style voice AI is an autonomous agent that understands natural speech, resolves common intents, and executes tasks over voice without waiting for a human. It connects to CRMs, payment systems, and knowledge bases to authenticate callers, update records, and escalate cleanly when needed.

How is voice AI different from IVR or chatbots? Voice AI handles free-form speech and interrupts, then routes or completes actions in real time, while IVR relies on rigid menus and DTMF input. Compared with text chatbots, voice AI must maintain sub-300 ms round-trip audio and handle barge-in, silence detection, and environmental noise.

What technical requirements ensure low-latency, high-quality voice AI? You need carrier-grade PSTN connectivity or SIP integration, real-time media streaming, wideband codecs, and compute placed close to telephony to minimize jitter and delay. Plan for multi-cloud redundancy, observability on audio streams and transcripts, and strict encryption for data in motion and at rest.

How do we measure performance and ROI for voice AI in the contact center? Track call containment, average handle time, first-contact resolution, transfer acceptance, and customer satisfaction to validate outcomes. Tie savings to avoided staffing hours, reduced wait times, and revenue protected through faster authentication and fewer abandoned calls.

How do human handoffs work with voice AI? The agent should summarize context, pass transcripts and key entities, and transfer within the same session so customers do not repeat themselves. If agents need visual details like photos or receipts, MMS messaging delivers rich media without forcing customers to install an app.

When should we use SMS or MMS alongside voice AI? Use messaging for asynchronous steps like appointment reminders, order status, or post-call surveys, choosing the format based on the differences between SMS and MMS. Keep sensitive workflows on voice or secure web flows, then confirm with a short message that does not expose PII.

Can voice AI support outbound notifications and campaigns? Yes, the agent can trigger proactive updates or follow-ups and select between individual outreach and one-to-many using MMS group or broadcast messaging depending on whether recipients should see each other. Always include opt-in, opt-out, and quiet hours to stay compliant and protect brand reputation.