CorVel is a leading risk management and workers' compensation provider that leverages AI-powered solutions to streamline claims processing. The company has more than 500 employees and operates in the insurance and risk management industry. By enhancing efficiency in its contact center, CorVel aims to ensure injured workers receive timely care while optimizing adjuster workloads.

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. At the same time, adjusters spent excessive time answering routine inquiries, such as claim status updates, rather than focusing on the complex cases that required their expertise.

Quality assurance added a third gap. Manual QA processes covered only a fraction of calls, which limited coaching opportunities and made it hard to ensure consistent agent performance. Decisions about staffing and training were being made on a small slice of data.

CorVel needed a scalable, data-driven solution that could automate routine tasks, enhance agent coaching and provide full visibility into customer interactions, all without adding operational burden to frontline teams.

CorVel partnered with Replicant to implement Conversation Intelligence, an AI-driven solution designed to analyze calls at scale, automate QA and uncover key trends without manual intervention.

AI-driven call dispositioning categorizes every call, eliminating the inconsistencies of manual labeling. AI-powered QA and coaching deliver unbiased, real-time performance assessments so adjusters receive consistent, data-driven feedback. With 100% of calls analyzed, Replicant surfaces patterns and business trends that previously went unnoticed, guiding staffing, training and operational decisions.

The platform also produces automation insights. It identified high-volume, repetitive calls that could be automated, allowing adjusters to concentrate on complex claims that require human expertise. CorVel's product footprint with Replicant covers both Conversation Automation and Conversation Intelligence.

A notable design point for CorVel is that Replicant listens to the actual call audio rather than reading transcripts alone, picking up background noise, mumbling and empathy in tone, which CorVel considers critical in its business. Other solutions it had seen only read text.

• 500,000+ calls offloaded, letting adjusters focus on high-value claims
• 100% of calls QA-scored by AI, replacing manual QA that covered only a fraction of calls
• 15 more claims processed per adjuster
• 50%+ more accurate call dispositions, addressing the near-50% of calls that lacked proper dispositioning
• Instant call analytics speed staffing and training decisions
• High-volume, low-complexity calls identified for AI agents, along with hidden customer pain points