Case Study: Sunrun achieves 50% call resolution and 4.6/5 CSAT with Replicant

How Sunrun achieved a 50% call resolution rate and 4.6/5 CSAT with AI

Sunrun, a leading U.S. residential solar and battery storage provider, was seeing rapid growth drive a surge in repetitive contact center calls, especially from customers paying by phone. To reduce bottlenecks, lower costs, and free agents to handle more complex issues, Sunrun partnered with Replicant and its conversational AI platform to improve self-service across key customer interactions.

Replicant implemented AI to automate payment calls and later expanded support to autopay enrollment, after-hours assistance, Spanish-language service, and contract verification. The results were strong: nearly 50% of payment-related calls were resolved without agent involvement, customer satisfaction reached 4.6/5, and Sunrun saw enough operational and financial benefit that the solution was described as having “pretty much paid for itself.”

Sunrun

Stetson Wood

Director of Engineering and Communications Domain Owner