Case Study: ECSI saved $1.5M a year with always-on front-desk automation
Key results
The challenge
ECSI fielded nearly 1.4 million calls annually across three contact centers, with severe spikes during tax season and summer. Its legacy IVR could not scale, and hiring temporary staff for the peaks proved nearly impossible. Callers faced long waits during the busiest periods.
The solution
ECSI deployed Replicant AI agents as an automated front desk to authenticate callers, capture intent, and route calls for tax forms, refunds, and loan servicing. The AI handled calls 24/7 without wait times and passed complex cases to human agents.
“Replicant has taken seasonality out of the equation. Whether one or 10k calls, the AI agent handles them.”
MBMike BowmanFormer Director of Customer Support Operations, ECSI
The results, in context
Replicant delivered $1.5M in annual savings while automating 35,000 calls per month. Escalation handle times fell 40% and agent response times were 70% faster, with a 4.5/5 CSAT score. The company reported that seasonality was effectively removed from its staffing equation.