Avant enhances customer experience with an AI virtual agent that improves response times, automates routine support, and increases call resolution efficiency.
Avant has announced the deployment of an AI-powered Virtual Agent, developed in partnership with Replicant, across the Avant Card inbound customer service operation.
Since launching in January 2026, the Virtual Agent has helped improve efficiency, call resolution, and customer satisfaction.
The system was built around five operational principles: always-on availability, shifting routine work away from human specialists, structured data capture, scalability during demand spikes, and consistent customer communication across interactions.
With structured interaction data flowing from Virtual Agent conversations, Avant gains clearer insights into customer needs and opportunities to improve products and service experiences. The company said this feedback loop is difficult to achieve consistently through human-handled calls alone, but is important for improving customer experience at scale.
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For customer service specialists, the Virtual Agent reduces repetitive workloads, enabling teams to focus on more complex interactions that require empathy and judgment.
The platform also helps Avant manage sudden increases in customer demand without placing undue strain on operations.
“Our goal is to build a more responsive operation where AI handles complexity at scale, our talented team of customer service human specialists focuses on the work that demands judgment and empathy, and the entire system generates better intelligence about customer needs over time,” said Margaret Hermes, Chief Operating Officer, Avant.
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