Pulled in every direction
Across CorVel’s contact center, the phones are constant. Adjusters field call after call from providers and injured workers looking for status updates. Many are asking the same questions. But behind the scenes, critical case files sit untouched, waiting for review.
On the clinical side, nurses spend valuable time confirming names, dates of birth, and injury details - tasks that delay assessments and drain focus. These aren’t edge cases. They’re daily realities.
Before Replicant, CorVel’s teams were spread thin. Adjusters were pulled into repetitive conversations that didn’t require their expertise. Nurses were stuck doing administrative intake instead of clinical work. And leaders lacked visibility into call patterns, agent performance, and opportunities for automation. Nearly half of calls went unclassified. QA was limited to a sample size. And valuable time was slipping away.
CorVel needed more than a stopgap. They needed a way to scale, listen, and act, without adding more pressure to the people doing the work.
“Before Replicant, nurses were spending time on non-clinical intake,” said Cindy Gambosh, Director of Workforce Automation, CorVel. “Now, they can immediately begin injury assessments, just like doctors stepping into an exam room already knowing the patient.”
Turning down the noise
To refocus teams on high-impact work, CorVel partnered with Replicant to automate and analyze its contact center. The goal was to let humans shine by offloading the rest.
It started with Conversation Automation for First Notice of Loss (FNOL) intake. Replicant's AI agents collected patient details, verified location, and transferred the caller to a nurse with all the information already displayed. There was no hold music or repeated questions.
Next, CorVel layered in Conversation Intelligence to hear and analyze 100% of their calls. The platform surfaced trends, QA insights, and coaching opportunities that were previously buried in a handful of sampled transcripts. CorVel could now score every call, uncover automation opportunities, and coach based on tone, empathy, and real conversation, not just text.
“With Conversation Intelligence, we are now hearing our customers' voices in a way we never have before,” said Gambosh. “Instead of guessing why people are calling based on a fraction of data, we’re getting real-time insights across 100% of our calls.”
Refocused and recharged
Since launching Replicant’s AI Agents, CorVel has transformed how work flows across its contact center. Adjusters are no longer buried in routine calls. They can focus on resolving complex cases faster, with less distraction. Nurses begin each patient interaction with the information they need—no repeat questions, no intake delays.
Leadership has full visibility across every call. Real-time QA scores and call dispositions reveal coaching opportunities, process gaps, and high-volume trends. And with automation handling more than half a million calls, CorVel’s teams are operating with clarity, confidence, and time to spare.
- 50% decrease in FNOL handle time. Intake time dropped from five minutes to just two and a half
- 500,000+ calls offloaded from adjusters. Repetitive status checks handled by AI
- 100% of calls analyzed. Enabled fair, unbiased coaching and smarter training decisions
- 15+ more claims processed per adjuster. Boosted productivity across the board
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Today, when a provider calls for a claim update or a patient reaches out to reschedule, Replicant’s AI agents handle the interaction quickly and accurately. If the call needs a human, it’s routed with all the context already captured. No hold time. No wasted steps.
Adjusters are resolving more cases. Nurses are focused on clinical care. And CorVel’s entire contact center is working better, because its people finally have the space to do what they do best.
"Conversation Intelligence is a breath of fresh air for contact center leaders,” said Gambosh. “We’ve always had massive amounts of data, but it was like finding a needle in a haystack. Now, we have clear, actionable insights that help us make better business decisions—and we’re just getting started."
A future built on focus
CorVel isn’t just reacting to contact center pressures. It is building a future-ready model with AI. With plans to automate even more of the FNOL process, CorVel is exploring how to resolve 80% of calls in under 90 seconds and reduce adjuster call volume by 90%.
“This was one of my best implementation experiences ever,” said Gambosh. “From sandbox to production, Replicant has been with us every step of the way.”
With Replicant as a partner, CorVel doesn’t just manage calls. It resolves them faster, more accurately, and with a level of care that matches the urgency of every claim.
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