Case Study: CorVel cuts FNOL handle time and offloads calls with Replicant AI

CorVel cuts FNOL handle time by 50% with Replicant

CorVel, a risk management company, faced a challenge with its contact center being overwhelmed by repetitive calls, pulling adjusters and nurses away from high-value work. This led to agent burnout and a lack of visibility into call patterns. To address this, CorVel partnered with vendor Replicant to implement its Conversation Automation and Conversation Intelligence services.

Replicant's solution automated First Notice of Loss (FNOL) intake and handled status update calls, offloading over 500,000 calls from adjusters. The implementation resulted in a 50% decrease in FNOL handle time and allowed for 100% of customer calls to be analyzed. This freed CorVel's teams to focus on complex cases and clinical care, while also increasing productivity by enabling adjusters to process 15+ more claims each.

Corvel