Case Study: Fanatics improves CX and call resolution with Replicant AI

Fanatics more than doubles customer satisfaction with Replicant

Fanatics, a global eCommerce leader in licensed sports merchandise, faced significant challenges in its contact center. Their homegrown voice bot struggled to handle call volume, especially during seasonal spikes, leading to frustrated customers and a poor experience. The company's CEO issued a mandate to fix the experience quickly by buying a solution rather than building one. They turned to the vendor Replicant to implement AI agents for customer service.

By implementing Replicant's AI agents and its Conversation Intelligence tool, Fanatics significantly improved its customer experience. The solution provided immediate answers to routine calls like returns and cancellations, and it automatically tagged interactions to give the team visibility into call drivers. The results included a significant increase in call containment, more than doubled customer satisfaction scores, and the ability to resolve calls in seconds. Replicant helped Fanatics run its contact center more efficiently and deliver consistent support at scale.

Fanatics