CAA roadside assistance intake agents

What was done

CAA Club Group deployed Replicant after an earlier automation system struggled to scale during Canadian winter surges. The rollout began with lower-volume credit card update and payment calls, then expanded to roadside assistance calls from members in safe locations and tow-truck dispatch calls to service partners. Replicant's agents authenticate callers, gather details, locate members, summarize context, and hand off complex cases without making people repeat themselves. Replicant reports a two-times increase in call completion rate, 30% of total calls handled by AI, instant winter-event scale equivalent to 41 agents, zero wait times for roadside service, and an NPS of 82 for AI-resolved calls.

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