Case Study: CorVel reduces adjuster workload by 500,000 calls with Replicant Conversation Intelligence

How CorVel reduced adjuster workload by 500,000 calls with AIpowered Conversation Intelligence

CorVel, a leading risk management and workers’ compensation provider, needed better visibility into its contact center operations. Nearly half of its calls were not properly dispositioned, adjusters were spending too much time on routine claim-status questions, and manual QA only covered a small portion of interactions. To address these challenges, CorVel turned to Replicant’s Conversation Intelligence.

Replicant implemented AI-powered Conversation Intelligence to automatically disposition every call, score quality at scale, and surface trends across 100% of conversations. The result was 500K+ calls offloaded, 100% AI-powered QA scoring, 50%+ more accurate call dispositions, and 15 more claims processed per adjuster, helping CorVel reduce workload and focus agents on more complex cases.

Corvel

Cindy Gambosh

Director of Workforce Automation