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How Fanatics uses Replicant

more than doubled

customer satisfaction scores

As published on replicant.com. Captured by usedby on Oct 8, 2026.

What happened

Fanatics uses Replicant's AI agents to handle inbound customer calls such as returns and cancellations, replacing a homegrown voice bot, and uses Replicant's Conversation Intelligence to tag and analyze calls and coach agents.

Summary written by usedby from the source page, in English. The figures are those of Replicant and Fanatics, not ours.

Within months, the team saw a significant increase in containment and more than doubled their customer satisfaction scores. The results came faster than expected, prompting leadership to raise the bar even higher.

From the page. replicant.com, captured Oct 8, 2026

With Replicant, we’ve unlocked a new level of visibility into what drives calls to our contact center. The platform’s insights have empowered us to identify patterns and improve processes.

Nigel Ponds, Global Director of Workforce Management, Fanatics. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: more than doubledCheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Fanatics.
  • Fanatics uses ReplicantCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

Fanatics uses Movable InkAnother tool at Fanatics1.5min“1.5min reduction in average call time”Century Support Services uses Replicant. Another customer of Replicant50%“50% decrease in FNOL handle time.”CorVel uses Replicant. Another customer of Replicant