Healthcare

Leading wellness company saves over $1.2M

See how this leading healthcare provider flattened open enrollment call spikes and improved CSAT with Replicant.

PDF of the Full Case Study

Partnering to drive results

Replicant’s AI Agents drove measurable business outcomes while improving the member experience.

4.6/5

CSAT score
$1.4

Million in savings
11%

Conversion rate increase

Company Details

Size:

500+ Employees
Sub-industry:

Wellness

Use Cases

- Retrieve Member ID
- Locate Fitness Centers
- Access Online Classes

The challenge

High volume of repetitive calls

Serving millions of members is no small feat—especially when 60% of calls are repetitive inquiries like, “What’s my member ID?” These routine calls caused long wait times, disengaged agents, and high turnover, driving up costs and impacting member satisfaction.

Solutions and results

AI Agents that naturally resolve calls

First call resolution

Replicant drove a 42% autonomous resolution rate for Tier 1 calls and more efficient handoffs for agent escalations.

Better outcomes during peak season

During periods of high seasonal demand, like open enrollment, AI Agents now resolve up to 10,000 calls a week.

Multi-channel experiences

SMS functionality provides members with instant access to gym locations and membership IDs, making calls faster and more efficient.

We were pleasantly surprised by how quickly our senior members embraced the automated system. Their willingness to engage with this technology exceeded our expectations and significantly contributed to the success of our implementation.

Senior Director
Call Center Operations

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