Insurance

CorVel reduces adjuster workload by 500K+ calls

See how CorVel reduced call volume and streamlined QA with Replicant.

PDF of the Full Case Study

Partnering to drive results

Replicant’s AI-powered insights enabled CorVel to redefine its contact center and QA strategy.

500

Thousand-plus calls automated
50%

More accurate call dispositions
100

AI-powered QA scoring for 100% of calls

Company Details

Size:

500+ Employees
Sub-industry:

Risk management

Products:

- Conversation Intelligence
- Conversation Automation

The challenge

High call volumes and inaccurate data

CorVel’s contact center faced a twofold challenge. Nearly 50% of calls lacked proper dispositioning, making it difficult to track customer needs and improve service quality. In addition, adjusters spent excessive time answering routine inquiries—like claim status updates—rather than focusing on complex cases that required their expertise.

Solutions and results

Accurate call dispositions and a turnkey automation roadmap

More accurate call data

Today, AI-driven call dispositioning means every call is accurately categorized, eliminating the inconsistencies of manual labeling.

100% call analysis

AI-powered QA and coaching provides unbiased, real-time performance assessments and surfaaces critical business trends that previously went unnoticed.

Automation insights

AI identifies high-volume, repetitive calls that can be automated, allowing adjusters to focus on complex claims that require human expertise.

Conversation Intelligence is a breath of fresh air for contact center leaders. We’ve always had massive amounts of data, but it was like finding a needle in a haystack. Now, we have clear, actionable insights that help us make better business decisions—and we’re just getting started.