Case Study: Sunrun resolved half of payment calls with Replicant AI
Key results
The challenge
Sunrun's contact center was overwhelmed at peak times, with agents spending much of their day on routine payment processing and autopay enrollment rather than complex issues. This drove long wait times and escalations. Customers who wanted a quick payment were stuck in the queue.
The solution
Sunrun partnered with Replicant to automate high-volume, repetitive payment calls, then expanded the AI to autopay enrollment, after-hours support, and Spanish-language options. The AI answered immediately and processed payments in seconds.
“With Replicant, we found a true AI partner. We don't have to search for a new solution every time - we trust them to deliver.”
SWStetson WoodFormer Director of Engineering over Communications, Sunrun
The results, in context
Replicant resolved 50% of payment-related calls autonomously, earning a 4.6/5 CSAT score. Wait times dropped and escalations decreased as the AI absorbed routine payment volume and expanded to additional support scenarios.