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.
Company name
AAA Mountain West Group
Industry
Auto insurance
Company size
6M+ members served
Pain point
About the company
AAA Mountain West Group serves members across Northern California, Arizona, Nevada, Utah, Montana, Wyoming, and Alaska. It provides 24/7 roadside assistance, insurance (auto, home, life), travel planning, DMV services, and auto repair, with a focus on member benefits and community safety.
