Case Study: Leading Auto Insurance Company resolves 50% more calls with Replicant

Auto Insurance Leader Resolves 50% More Calls With Replicant

Leading Auto Insurance Company, a long-established auto insurer with a 400+ agent contact center, partnered with Replicant to address rising operational pressure from unpredictable call demand, hiring and retention challenges, and limited visibility into why customers were calling. The company needed a flexible automation solution to reduce agent workload, improve customer experience, and support future contact center modernization.

Replicant implemented Contact Center Automation for high-volume use cases such as customer authentication, account and policy management, proof of insurance, and policy questions, integrating during a CCaaS migration and ramping to production in ten weeks. Replicant achieved an 80%+ resolution/routing success rate in the first eight weeks, automated 4,100+ calls per day, expanded to more than 4,000 calls daily in IVR, increased answered calls by 50%, and ultimately replaced the legacy IVR while maintaining a 4.4/5 CSAT and under-2-minute average handle time.