How AAA Mountain West Group keeps members more informed during roadside emergencies
“Replicant has opened our executives’ eyes to what is possible with automation. Once they started seeing the results of Replicant, they realized we need to go all-in on automation.”
The challenge
AAA Mountain West Group faced overwhelming call volume spikes during weather events, jumping from 3,000 to 9,000 calls daily, which prevented agents from completing timely outbound status updates to members. This created a cycle of increased inbound calls from members seeking updates, leading to longer wait times and overburdened agents.
The solution
AAA MWG deployed Replicant's AI Agents to automate Keeping Members Informed (KMI) calls, using open API integration to automatically contact members with personalized updates on ETAs, truck types, and optional SMS notifications. The AI Agents achieved a 93% resolution rate, handling 100% of KMI calls and freeing agents to focus on getting members to safety quickly.
