LAS VEGAS — Financial services giant JG Wentworth and online lender Avant are reaping the benefits of fintech Replicant’s agentic AI voice platform and recognizing the technology’s long-term potential.
JG Wentworth is using Replicant’s voice agent, Veronica, primarily for sales, handling roughly 30,000 calls per day and saving approximately $200,000 per month in business process outsourcing, Vice President of Sales Karl Fischer said March 30 during a panel discussion at Fintech Meetup 2026.
With Replicant, Avant handles about 8,000 inbound customer service interactions per day, fully resolving 45% of those interactions without human intervention, Senior Director and Head of Customer Operations Loren Andersen said on the panel.
Based on nearly 45,000 responses from surveyed customers, Avant has achieved a customer satisfaction rating of 4.7 out of 5 with the agent, Andersen said.
Understanding the most common customer queries is crucial to maximizing the platform, he said. For Avant, this includes:
- Making payments;
- Checking balances; and
- Activating cards.
“We started by deciding we’re going to recreate everything that we can do in the traditional [interactive voice responses] with the virtual agent,” he said.
Agentic AI’s potential
AI voice agents already express empathy, and the technology is poised to provide significant benefits as this capability advances, particularly when interacting with customers dealing with extenuating circumstances, JG Wentworth’s Fischer said.
For example, Veronica may follow up with potential subprime borrowers who applied for a loan 30 days prior and learn about their reasons for scarred credit, he said. The agent could process the borrower’s situation and respond with a level of empathy that, in some cases, may exceed that of humans.
“I wish my [human] agents, instead of being so robotic, could pick up on that empathy,” Fischer said. “Listen to this virtual agent who can have more empathy than you guys can on the phone.”
Avant, meanwhile, continues to use Replicant’s platform to streamline as many workflows as possible, Andersen said.
Replicant was founded in 2017 and has raised a total of $113 million, according to Crunchbase.
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