Case Study: Home City Ice saves thousands of agent hours with Replicant

Home City Ice saves thousands of hours each month with Replicant

Home City Ice, a major packaged ice supplier, faced a challenge with authenticating callers. Their system could only automatically verify customers whose phone numbers were on file, which forced their live agents to spend significant time manually verifying identities for orders and service requests. To address this, they implemented a solution from Replicant.

By using Replicant's conversation automation, Home City Ice was able to automate these routine authentication tasks. The solution saved their agents thousands of hours each month, achieved a 52% resolution rate, and delivered a 140% ROI for conversation automation. Replicant's implementation also provided $142 in intake automation cost savings.

Home City Ice