About the Company

Founded in 2017, Replicant helps contact centers resolve more requests and deliver exceptional customer experiences with AI that sounds and acts like your best agent.. Enterprises like DoorDash, AAA, Steve Madden and Fanatics trust Replicant to automate millions of customer conversations with empathy, accuracy, and enterprise reliability. .

For example, Fanatics, the global leader in licensed sports merchandise, turned to Replicant to modernize its customer experience - handling seasonal call spikes, providing scale, and handling complex use cases without sacrificing empathy or brand voice.

The Challenge: A Voice That Could Keep Up with the Game

One of Replicant’s biggest advantages lies in its ability to serve a wide range of industries - from retail/eCommerce and insurance to travel, transportation, and financial services. Companies that depend on large-scale customer communication face a shared challenge: delivering fast, empathetic, and accurate experiences even as call volumes spike unpredictably.

Across these industries, legacy voice systems have struggled to keep up. Despite years of investment in traditional IVRs or homegrown bots, customers were still getting stuck in frustrating loops - repeating themselves, misheard by rigid scripts, and too often left waiting for a human agent. For brands built on trust and responsiveness, that wasn’t acceptable.

To maintain their high bar for speed and empathy, Replicant needed a voice provider capable of powering millions of live conversations with natural tone, ultra-low latency, and flawless reliability - no robotic pauses, no missed context, and no mispronounced order numbers or account IDs. The goal was simple but ambitious: make every automated conversation sound as effortless and human as the best live agent.

The Solution: Cartesia’s Sonic Model

To deliver conversations that sound as natural as they feel, Replicant turned to Cartesia’s Sonic model, built from the ground up for real-time, emotionally intelligent dialogue. Sonic now powers Replicant’s AI Voice Agents across industries—from retail and healthcare to insurance and travel - enabling enterprise-scale conversations that are fast, fluid, and unmistakably human.

1. Low Latency and Reliability
In customer experience, milliseconds matter. Even a small delay can make an automated conversation feel robotic or disconnected. Sonic’s ultra-low latency - 3–5× faster than other providers - keeps dialogue flowing naturally, ensuring Replicant’s AI agents respond as quickly and smoothly as a human would. And because enterprise customers often see sudden spikes in call volume, Cartesia’s reliability under heavy load means performance remains stable even during peak traffic events, seasonal surges, or emergencies.

2. Natural Voice Quality
Sonic’s dynamic range and contextual awareness enable voices that convey empathy, energy, and clarity - pausing naturally, emphasizing key words, and adjusting tone to match the moment. This expressiveness allows Replicant’s customers to maintain consistent brand voice across millions of calls, creating experiences that sound caring in healthcare, reassuring in insurance, and upbeat in retail.

3. Alphanumeric Accuracy
For industries where precision is everything - whether it’s confirming policy numbers, patient IDs, order confirmations, or tracking codes - Sonic’s industry-leading alphanumeric pronunciation ensures accuracy at scale. By reducing misunderstandings and repetitions, Replicant’s customers see faster resolutions, lower handle times, and higher customer satisfaction.

“Cartesia’s team worked with us at record speed to create normalizers for all the common collection types that other providers consistently struggled with - for example spelling emails or phone or order numbers. We gave them a shoutout at our executive meeting due to how proactive their team was in adjusting to our ways of collecting information"

Daniel Urban, Director of Product Management, Replicant

4. Built for Scale
Replicant serves global enterprises handling thousands of concurrent calls across languages and time zones. Cartesia’s elastic infrastructure allows the system to scale instantly - supporting everything from holiday shopping surges to unexpected weather events that flood roadside assistance lines - without compromising voice quality or speed.

The Results

• 99.99% uptime with enterprise-grade reliability

• 10 bps increase in call containment after 2 weeks

• 1 week turnaround for custom pronunciations

Since rolling out Cartesia, Replicant has delivered one of Fanatics’ most seamless contact center transformations to date. Calls are answered instantly, and containment improved within weeks.

Agents now focus on complex issues while AI handles high-volume, routine requests - delivering faster resolutions and higher customer satisfaction. 

As Replicant continues to expand its platform across industries, Cartesia remains an essential partner - helping ensure every conversation, no matter the customer or context, sounds as fluid and human as the brand behind it.

“Enterprises want AI solutions that deliver on their promises in the form of measurable results like increased CSAT, call retention, and NPS. We’re thankful to partner with Replicant on making this a reality”

Karan Goel, CEO, Cartesia