Call Center Automation Software Vendor Replicant Raises $78M

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When asked about how Replicant handles, stores, and retains customer data, Shamia said that the company provides enterprise customers with the ability to choose a data retention window that “works for them,” usually ranging from six months to two years. For use cases involving payment or electronic protected health information, Replicant offers a service called highly confidential turn, which the company says redacts sensitive data in the turn of conversation from Replicant’s database and logs. The San Francisco, California-based company plans to expand its workforce to about 200 people by the end of 2022. Replicant provides agents with call summaries and measures trends like overall customer satisfaction, average handle time, competitor mentions, defective products and upsell opportunities. Replicant claims that it takes steps to mitigate bias in its systems, including its sentiment analysis systems, as well as the data used to develop these algorithms. Toward that end, 100-employee Replicant says it has “dozens” of enterprise customers who’ve used its tools to service over 8 million customers.