Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Evive Brands · Replicant
Vendor-reportedOtherUnited StatesScaledEnterpriseNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by replicant.com (vendor self-report). Checked against the source page on 2026-09-06. 4 of 4 figures below appear on that page word for word.
The problem
Growth was outpacing the operating model, leading to long hold times, missed opportunities, inefficient coaching, and fragmented customer insights.
What was deployed
- Vendor
- Replicant
- Products
- Conversation Intelligence, AI Agents
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- customer interactions
- Scale
- 7 brands, approximately 700 franchisees, more than 1.2 million customer calls annually
- Timeline
- 4 months
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
8.8Agent performance scoresfrom 7.6five months
“Agent performance improved 16%, with quality scores rising from 7.6 to 8.8 in five months”
Quoted word for word from the source
up to 40%Inbound inquiries resolved by AI Agents
“Customer responsiveness improved as AI Agents resolved up to 40% of inbound inquiries”
Quoted word for word from the source
100%Customer conversations analyzedfrom fewer than 5%
“Replicant's Conversation Intelligence analyzed 100% of customer interactions, replacing manual reviews that covered fewer than 5% of calls.”
Quoted word for word from the source
less than 4 hours (subsequent brands)Time to deploy AI agents to a new brandfrom approximately four months (first brand)
“Deploying AI agents for Brothers That Just Do Gutters took approximately four months. Today, expanding to another brand takes less than 4 hours because every deployment builds on the knowledge, workflows, and integrations from previous implementations.”
Quoted word for word from the source
ROI as stated: $5M Projected revenue increase
“Replicant stood out because they didn't immediately start with automation. They started with understanding.”
Difficulties and limits
- Long hold times led to a 3% inbound call abandonment rate (Brothers That Just Do Gutters)
- After-hours demand created more than 12,000 missed opportunities
- Inefficient coaching resulted from analyzing fewer than 5% of customer conversations
- Fragmented customer insights made it difficult to understand and improve the customer experience
Sources
- replicant.com — vendor self-report
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