Highways, hold times, and high stakes
It’s 2:15 a.m. somewhere outside Albuquerque. A long-haul trucker pulls onto the shoulder after a tire blows out on the highway. She grabs her phone and calls Love’s, hoping to reach roadside assistance before losing too much drive time. She’s exhausted. Behind schedule. And stuck.
Before Replicant, that call might have meant sitting on hold for several minutes while an agent wrapped up another issue. If the call came during a peak or weather event, it could take even longer. And once connected, the agent would have to ask for location info, verify membership, and manually dispatch a technician. For drivers like her, every minute spent waiting meant lost income, and every delay made it harder to deliver on time.
Brien Mikell, Director of Contact Center Operations & Customer Engagement, knew they needed a better way to scale. The challenge wasn’t just volume. It was delivering fast, consistent service to drivers in their moments of greatest need, without burning out the very people providing it.
Inside the contact center, 350+ agents managed 30,000 calls a month. They were committed, but stretched thin. When the pandemic initially hit, call volume dropped. But when drivers returned to the road, demand surged, almost overnight.
“Love’s is focused on being the leader in highway hospitality,” said Mikell. “Before finding Replicant, we were looking for a solution that was scalable and could meet our customer commitments. Our customers like the fact that the bot is available 24/7 and provides quick responses to their more common questions without waiting.”
Built for the long haul
When hold times hit nine minutes and call abandonment crept toward double digits, Love’s needed more than a vendor. They needed a partner who could move fast, solve at scale, and protect the brand’s reputation for hospitality in every interaction.
They found that in Replicant.
Together, the teams launched AI-powered voice support that felt less like automation and more like relief. They started with critical, high-volume use cases: roadside assistance, loyalty and rewards, and customer service inquiries.
Replicant’s AI agents were trained to handle urgent, complex requests from the moment a call came in. They gathered key details, mapped geolocation in real time, and routed or escalated with precision. Love’s didn’t just hand over a script, they co-designed a solution rooted in empathy and action.
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Key plays from Love’s implementation:
“What I enjoy most about working with Replicant is the partnership that they provide in actually helping us find solutions to the problems that we face,” said Mikell.
The fast lane to ROI
The transformation was immediate. Love’s contact center absorbed call spikes without stress. Customers got support in seconds, not minutes. And agents had the bandwidth to bring empathy back to the experience.
What started as an automation initiative became a cultural shift—one where smarter systems and empowered agents worked together to deliver faster, more reliable service across the board.
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Today, when that same driver calls in the early hours of the morning, she gets help in seconds, not minutes. Replicant’s AI agents collect her location instantly, triage the request, and pass it along to a technician without delay. The experience feels effortless. And if she needs to speak to someone, an agent is there. Ready, focused, and available.
“Replicant's AI agents have allowed our human agents to focus on a little bit more of a personal touch with the customer,” said Mikell. “I’m super excited about the future going forward with Replicant and seeing exactly what we can do and what more we can accomplish together.”
Love’s didn’t just automate its contact center. It created a better experience for every driver on the road. Faster service. Less waiting. And a renewed commitment to hospitality, wherever and whenever it’s needed.
