Leading wellness company saves over $1.2M
See how this leading healthcare provider flattened open enrollment call spikes and improved CSAT with Replicant.
Partnering to drive results
Replicant’s AI Agents drove measurable business outcomes while improving the member experience.
4.6/5
$1.4
11%
Company Details
Wellness
500+ Employees
- 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
Guides & Reports
Events and Webinars
Guides & Reports
Case Studies
Guides & Reports
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