{"id":5445,"date":"2023-04-20T02:07:05","date_gmt":"2023-04-20T02:07:05","guid":{"rendered":"https:\/\/www.replicant.com\/?p=5445"},"modified":"2023-05-09T21:08:05","modified_gmt":"2023-05-09T21:08:05","slug":"auto-insurance-leader-resolves-50-more-calls-using-replicant","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/","title":{"rendered":"Auto Insurance Leader Resolves 50% More Calls Using Replicant"},"content":{"rendered":"<h2><span style=\"font-weight: 400;\">Customer Overview<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">For over 60 years, this leading auto insurance company has provided five-star coverage to their members. Their policies offer a variety of support, including liability, collision, and full coverage. A contact center of over 400 agents handles inbound customer service requests, with voice making up the majority of customer interactions.<\/span><\/p>\n<p><b>Industry: <\/b><span style=\"font-weight: 400;\">Auto Insurance<br \/>\n<\/span><b>Call Volume: <\/b><span style=\"font-weight: 400;\">4.7M+\/Year<\/span><\/p>\n<p><b>Use Cases:\u00a0<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer Authentication<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Intelligent Routing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Account Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Policy Management<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Request Documents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check Claims Status\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make Payments\u00a0<\/span><\/li>\n<\/ul>\n<p><strong><a href=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2023\/04\/Auto-Insurance-Leader-Replicant-Case-Study.pdf\" target=\"_blank\" rel=\"noopener\">Download Case Study<\/a><\/strong><\/p>\n<h2><span style=\"font-weight: 400;\">The Challenge\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Prior to partnering with Replicant, this auto insurer was focused on one thing: increasing their operational efficiency. Like many contact centers, their team was facing new disruption patterns, including unpredictable customer demand and difficulty hiring and retaining agents. They needed a solution to reduce agent workloads, improve the customer experience, and gather more insights about their callers. While the company had long-term plans to implement automation, the need for a flexible solution suddenly became urgent.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">The Partnership\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As a first-time initiative for their business, the partnership began with education. Our teams worked closely to first analyze the company\u2019s business operations and identify where Contact Center Automation could have the greatest impact. High-volume call flows like Customer Authentication, Account Management, Proof of Insurance and Policy Questions presented automation opportunities that could save agents time and greatly improve the customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our partnership also focused on aligning the technical goals of the insurer with Replicant\u2019s platform. This enabled a successful integration of Replicant into the company\u2019s contact center system, even as they underwent a CCaaS migration. Within ten weeks, the insurer successfully implemented and deployed Replicant into production. In another two months, Replicant was fully ramped and taking 100% of calls for their selected call drivers.\u00a0\u00a0<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">\u201cTo see the deployment through and be a part of this game-changing solution from inception to launch to maintenance with such swiftness has had a huge impact on our mindset and what we are capable of.\u201d\u00a0 &#8211; <\/span>Director of Business Solutions at Insurance Company<\/p><\/blockquote>\n<h2><span style=\"font-weight: 400;\">The Outcome<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Replicant achieved an 80%+ success rate in resolving or accurately routing calls within the first eight weeks. Meanwhile, where their team previously lacked reliable data into why customers called, Replicant\u2019s advanced analytics helped the insurer discover that unsupported call flows accounted for 50% of their call volume. This enabled them to expand their automation strategy to additional data-backed call drivers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Soon after, Replicant was moved up in their contact center\u2019s IVR to handle more than 4,000 calls a day. Throughout the expansion, containment rates remained consistent, prompting the insurance company to further expand Replicant to handle their total call volume of 4.7M+ calls a year and replace their legacy IVR entirely.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>80%+ <\/b><span style=\"font-weight: 400;\">Claims Success Rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>4.4\/5.0<\/b><span style=\"font-weight: 400;\"> CSAT Score\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>100% <\/b><span style=\"font-weight: 400;\">Scaled to replace IVR<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>50% <\/b><span style=\"font-weight: 400;\">More Calls Answered\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>4,100+<\/b><span style=\"font-weight: 400;\"> Calls Automated\/Day<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>&lt;2 Min.<\/b><span style=\"font-weight: 400;\"> Average Handle Time<\/span><\/li>\n<\/ul>\n<blockquote><p><span style=\"font-weight: 400;\">\u201cReplicant is a true partner in helping achieve your self-service and strategic automation goals. They are going to make sure you understand every step of the process and that you are getting the most out of their platform.\u201d &#8211; <\/span>Operations Leader, Customer Interaction, Leading Auto Insurance Provider<\/p><\/blockquote>\n<div id=\"om-sygm4yjbdvwv7fdbgulz-holder\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer Overview For over 60 years, this leading auto insurance company has provided five-star coverage&#8230;<\/p>\n","protected":false},"author":19,"featured_media":5446,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Auto Insurance Leader Resolves 50% More Calls Using Replicant - Replicant<\/title>\n<meta name=\"description\" content=\"Learn how a leading auto insurance company answers 50% more calls by using Replicant to automate customer service requests.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Auto Insurance Leader Resolves 50% More Calls Using Replicant\" \/>\n<meta property=\"og:description\" content=\"Learn how a leading auto insurance company answers 50% more calls by using Replicant to automate customer service requests.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\" \/>\n<meta property=\"og:site_name\" content=\"Replicant\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ReplicantAI\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-04-20T02:07:05+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-09T21:08:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2023\/04\/Auto-Insurance-Case-Study.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"484\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Harry Chang\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:site\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Harry Chang\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\"},\"author\":{\"name\":\"Harry Chang\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717\"},\"headline\":\"Auto Insurance Leader Resolves 50% More Calls Using Replicant\",\"datePublished\":\"2023-04-20T02:07:05+00:00\",\"dateModified\":\"2023-05-09T21:08:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\"},\"wordCount\":516,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/auto-insurance-leader-resolves-50-more-calls-using-replicant\/\",\"name\":\"Auto Insurance Leader Resolves 50% More Calls Using Replicant - 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