Though Replicant staff members (at all levels) who were involved with our project NOT familiar with the paratransit operations, they were able to work with us to learn the business very quickly. That proactive approach and taking the time to learn/undertand helped us to go live as scheduled. Review collected by and hosted on G2.com.

The TMM cost that an agency will have to pay. Review collected by and hosted on G2.com.

It is able to handle a fair amount of simple phone requests without having to escalate to our operators Review collected by and hosted on G2.com.

It can take some time to get any changes made. Review collected by and hosted on G2.com.

The ability to allow customers to be independent and free up our agents. Review collected by and hosted on G2.com.

Not being able to access all of the features that are available. Review collected by and hosted on G2.com.

Repicant is easy to use very adaptive to our business needs. Review collected by and hosted on G2.com.

Do not have a dislike for Replicant ta this time Review collected by and hosted on G2.com.

The employees seem to take an active interest in the company they are working with. We recently had a new customer success manager and she was just as excellent at understanding our business as our previous one had been. When changes are requested, they make sure to understand the "why" behind and help bring up aspects of the change and potential impacts that we might not have thought of. Review collected by and hosted on G2.com.

The inability for our team to make any changes to flows, or create new ones within the Replicant dashboard without having to request support from the Replicant developers to make those changes for us. Review collected by and hosted on G2.com.

Replicant allows us to handle simple transactions seamlessly while giving time back to our employees to work on more complex interactions. Review collected by and hosted on G2.com.

Sometimes, the transcriptions can be unreliable during the "learning" process. Review collected by and hosted on G2.com.

The potential opportunities created with the technology Replicant offers. Automation provides a possible solution to labor challenges and immediate scaling to support extremely fluctuating call volumes. Review collected by and hosted on G2.com.

It is still artificial intelligence at the end of the day so the technology will not be able to solve truly complex caller issues, depending on your industry. Call escalation to a live agent is still a pertinant factor. Review collected by and hosted on G2.com.

Replicant is always proactively looking for solutions to improve their product and help our business use case. The responsibility is not all on us to improve the thinking machine but Replicant doing their part as well. Replicant listens to the feedback from their customers and make changes to their product based on that feedback. Review collected by and hosted on G2.com.

I do not have much of anything bad to say about Replicant Review collected by and hosted on G2.com.

The customer service we receive from Replicant is outstanding! They are quick to reply to tickets and always willing to help us find a solution to any problem. Review collected by and hosted on G2.com.

I would like to edit and update the call flows internally without creating a ticket. Controlling that from our end would make it easier for us to help make minor improvements to the Thinking Machine. Review collected by and hosted on G2.com.

The Replicant team was well-organized, responsive and attentive to our feedback/concerns. The project management team helped educate us on the Thinking Machine learning model and guided us through the implementation phases, so we knew what to expect and how to amend our call flows and scripting. Weekly sprints and analytics monitoring helped to make data driven decisions and implement changes relatively quickly. Review collected by and hosted on G2.com.

Replicant conversation flagging did not have relevant options or space for documenting observations on calls. The use of Asana was helpful, but required the use of a secondary tool. Review collected by and hosted on G2.com.