# How Fanatics uses Replicant

**more than doubled** customer satisfaction scores

As published on [replicant.com](https://replicant.com/case-studies/fanatics). Captured by usedby on 2026-10-08.

- Company: [Fanatics](https://www.usedby.ai/companies/fanatics.md)
- Tool: [Replicant](https://www.usedby.ai/tools/replicant.md)
- Teams: Contact center, Workforce Management

## What the story says

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.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure more than doubled is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Fanatics.
- Checked: Fanatics uses Replicant. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/fanatics-replicant · How we check: https://www.usedby.ai/methodology