Insurance Brand with 400+ Agents
Partnering to drive results
80%Claims Success Rate
4.4CSAT Score (Out of 5)
4.1kCalls Automated per Day
Call Volume:4.7M+ / Year
- Customer Authentication
- Policy Management
- Make Payments
- Intelligent Routing
- Request Documents
- Account Management
- Check Claims Status
Unpredictable Demand & Issues Hiring Agents
Leveraging automation for consistent customer service
Quick integration with their systems
Even though the insurer had legacy systems and was undergoing a CCaaS system change, Replicant finished ahead of its deployment and scaling schedule.
Eight weeks to achieve 80% success rate
Replicant was able to authenticate callers, resolve the most common questions, and intelligently transfer specific issues to an agent with context.
Identifying unsupported call flows
Replicant organized previously-unstructured data, discovered call flows comprising 50% of call volume, and expanded automation to resolve these calls.
Replacing a disjointed IVR
Consistent containment rates allowed the insurer to expand Replicant to replace their IVR, bringing one brand voice to over 4.7M calls annually.