Cartesia's Sonic Delivers Natural-Sounding Enterprise AI Voice Agents for Replicant's Contact Center Platform
Replicant, an AI-powered contact center platform serving enterprises like DoorDash and Fanatics, resolved the challenge of delivering natural-sounding, low-latency voice conversations at scale by implementing Cartesia's Sonic text-to-speech model.
Value Results Summary
Founded in 2017, Replicant powers AI voice agents for enterprise contact centers across retail, insurance, healthcare, travel, and financial services. The company's customers—including DoorDash, AAA, Steve Madden, and Fanatics—rely on Replicant to automate millions of customer conversations while maintaining brand voice and empathy. Replicant faced a critical challenge: legacy voice systems and traditional IVRs created robotic, frustrating experiences where customers repeated themselves, encountered rigid scripts, and waited for human agents. To compete, Replicant needed a voice provider capable of delivering millions of live conversations with natural tone, ultra-low latency, and enterprise-grade reliability—without robotic pauses or mispronounced details like order numbers and account IDs.
Replicant implemented Cartesia's Sonic model, a text-to-speech system built for real-time, emotionally intelligent dialogue. Sonic delivered four critical capabilities: ultra-low latency of 3–5× faster than competing providers, keeping dialogue flowing naturally; dynamic voice quality that conveys empathy and adjusts tone to match context (caring in healthcare, reassuring in insurance, upbeat in retail); industry-leading alphanumeric accuracy for precise pronunciation of policy numbers, order confirmations, and tracking codes; and elastic infrastructure supporting thousands of concurrent calls across languages and time zones without compromising quality or speed. Cartesia's team worked directly with Replicant to create custom normalizers for common data collection patterns—such as spelling emails, phone numbers, and order identifiers—addressing gaps that other providers consistently struggled with.
Since deploying Cartesia Sonic, Replicant achieved significant operational improvements. The platform delivered 99.99% uptime with enterprise-grade reliability, a 10 basis point increase in call containment within 2 weeks, and 1-week turnaround for custom pronunciations. Calls are now answered instantly, enabling Replicant's customers to focus human agents on complex issues while AI handles high-volume routine requests, resulting in faster resolutions and higher customer satisfaction. This transformation has enabled enterprises like Fanatics to seamlessly modernize their contact centers and scale customer experience across seasonal spikes and unexpected demand surges.
