Replicant Gets $78 Million in Funding for Call Center Automation

Replicant, the contact center automation provider, just got $78 million in Series B funding. That brings its total funding to more than $110 million.

Stripes led the funding round with participation from Salesforce Ventures, IronGrey and Omega Venture Partners. Returning investor Norwest and founding investor Atomic also participated.

The new Replicant funding will allow the company to make significant investments in product, sales and marketing. Replicant helps enterprise customers automate common customer service requests. It also eliminates wait time.

Gadi Shamia is Replicant‘s CEO and co-founder.

Replicant’s Gadi Shamia

“Customer experience today is the worst it’s ever been,” he said. “Contact centers are facing an emerging business crisis with fewer agents, rising costs, unpredictable call volumes and a nation stuck on hold. An increasing number of customer-centric companies like AAA, ADP and DoorDash are bucking that trend by raising the industry’s bar for great customer service and automating their front-line customer calls to get people answers quickly.”

Significant Company Milestones

Replicant has achieved significant milestones over the past year. These include tripling its annual revenue and logging over 30 million successful calls between machines and humans.

Replicant built its Thinking Machine to handle complex issues, across channels, in almost any language. It successfully resolve 85% of them.

Replicant’s customers can offer 24/7 customer service, while improving key customer metrics like customer satisfaction scores.

Ron Shah is partner at Stripes.

“Replicant is remaking the $1.3 trillion customer service industry to solve today’s universal and urgent customer service problem,” he said. “Replicant has cracked the code with an amazing product offering that delivers real, natural-sounding conversations between machines and humans to truly solve, and not just deflect, customer issues. The company’s explosive growth has just scratched the surface of the enormous opportunity ahead.”