Founded in 1913, the Canadian Automobile Association (CAA) is one of the largest and oldest consumer-based organizations in Canada and has been named one of Canada's most trusted brands several years in a row. CAA Clubs provide Emergency Roadside Service, Travel Services, Member Savings and insurance offerings. CAA Club Group (CCG) is made up of CAA South Central Ontario and CAA Manitoba and serves over 2.5 million Members.

As a provider of roadside assistance and other services to its members, CCG's call center needs elastic capacity to scale up and down with fluctuations in call volume, including spikes driven by weather events. CCG had been using another automation vendor for a few years but was not getting the results it wanted. Members often complained that the auto-attendant could not understand their requests.

CCG needed a contact center automation solution that would leverage AI to continually improve and deliver the service its members expect. Its specific goals were to decrease hold times, increase its CSAT score and increase call completion rates, with call completion the most important KPI for the implementation.

After its experience with the previous solution, CCG was hesitant to commit to another automation platform. Any new vendor would have to prove itself on a limited call type before earning a wider role.

CCG decided to test Replicant on a call type that accounted for a smaller share of its overall volume: credit card payments and updates. After going live, Replicant was completing roughly 30% of those calls and improved CCG's containment rate 3X over the previous solution.

With that early success, CCG expanded its engagement with Replicant to three call types. For credit card payments and updates, Replicant's Thinking Machine takes inbound calls from Members to update card information and make a payment, redacting personal information the way an agent would. For inbound Emergency Roadside Service calls, it handles non-emergency requests from Members at home or in a safe location, authenticating and locating the caller before adding them to the service queue. For tow truck dispatch, it handles complex calls with tow truck service partners, relaying Member information and dispatching a technician.

Replicant's analytics and conversation data give agents context on why customers are calling, so Members do not have to repeat themselves when a call is handed over. The platform scales elastically with demand, which lets CCG absorb winter call spikes and focus its agents on highly emotional or complex conversations.

• Replicant handles nearly 30% of CCG's total daily call volume, the equivalent of 15 full-time agents' work
• Call completion rate, CCG's most important KPI, increased 2X since implementing Replicant
• Containment rate on the credit card pilot improved 3X over the previous automation vendor
• Zero wait time for automated calls even during winter spikes, when Replicant scales to the volume of 41 agents
• NPS of 82 for Road Service calls completed by Replicant, replacing complaints about the previous auto-attendant
• Agents gain call context from Replicant's analytics and can focus on complex or highly emotional conversations