Case Study: CAA doubled call completion and hit NPS 82 with Replicant
Key results
The challenge
CAA faced unpredictable seasonal call-volume spikes during winter weather events, causing long wait times and missed calls despite experienced agents. Roadside assistance demand surged unpredictably. The club needed to scale capacity instantly without over-hiring.
The solution
CAA implemented Replicant AI agents to handle credit-card updates, payments, roadside assistance intake, and dispatcher calls, with real-time data redaction and seamless escalation to human agents. The AI absorbed routine volume during surges.
“I fell off my chair when I heard people leaving compliments about the Replicant AI agent.”
TWTanya WeigeltAssociate Vice President - Automotive, CAA
The results, in context
Replicant doubled the call completion rate and handled 30% of total calls, earning an NPS of 82 for AI-resolved calls. During winter surges it scaled instantly to the equivalent of 41 agents, and within weeks of testing it tripled the containment rate versus the previous system.