Case Study: Century Support Services boosts CSAT and reduces call time with Replicant AI

Century Support Services boosts CSAT to 4.75/5 with Replicant

Century Support Services, a company that provides debt relief products, faced a challenge with its legacy IVR system. This outdated technology required constant manual programming and trapped the company in cycles of recruiting and training without providing genuine insights for business optimization. They partnered with Replicant to implement its AI-powered solution.

Replicant replaced the legacy system to automate high-volume, complex calls, freeing human agents for more valuable work. The implementation of Replicant's Conversation Intelligence delivered actionable insights and eliminated manual data analysis. The results included a 4.75/5 CSAT score, a 65% containment rate, and a 1.5-minute reduction in average call time.

Century Support Services