Case Study: Sunrun improves payment call resolution and CSAT with Replicant

Sunrun resolves 50% of payment calls with Replicant

Sunrun, a leading provider of residential solar energy, faced a challenge with its contact center being inundated with high-volume, routine payment calls. This led to long customer wait times, increased escalations, and prevented agents from focusing on more complex issues. To address this, Sunrun partnered with Replicant to implement its AI-powered conversation automation solution.

By deploying Replicant's AI to handle payments, autopay enrollment, and after-hours support, Sunrun automated 50% of its payment-related calls. The solution resolved transactions in seconds, drastically reduced wait times, and contributed to a 4.6/5 customer satisfaction score. This allowed Sunrun's human agents to focus on higher-value conversations, improving both efficiency and the customer experience.

Sunrun