Case Study: Canadian Automobile Association Club Group boosts call completion and customer satisfaction with Replicant

CAA Club Group Doubles Call Completion Rate

Canadian Automobile Association Club Group (CAA Club Group) is a large Canadian member services organization serving more than 2.5 million members across South Central Ontario and Manitoba. The company needed a scalable contact center automation solution to reduce hold times, improve CSAT, and increase call completion rates as call volumes fluctuated due to weather events, economic conditions, and hiring challenges. They had previously used another automation vendor but weren’t seeing the results they needed.

Replicant implemented AI-powered contact center automation for use cases including credit card payments and updates, inbound emergency roadside calls, tow truck dispatch, outbound status updates, and account management. After an initial pilot, CCG expanded the deployment and saw Replicant handle nearly 30% of total daily call volume, equivalent to 15 full-time agents’ work, while doubling call completion rates and boosting customer satisfaction to an NPS of 82 for road service calls. Replicant also improved agent efficiency by giving agents context before calls and enabling them to focus on more complex, emotional interactions.

Canadian Automobile Association Club Group

Steve Bennett

Supervisor of Dispatch