customer stories
Unleash potential: Self-service powered by AI
USE CASE
Service & Support
INDUSTRY
Information Technology & Services
KEY METRIC
↑ Autopilot empowering customer to a 85% self-service rate
↓ AHT dropped by 56%
How Checkr boosted self-service, incorporated AI.
Checkr is a data platform that enables safe and fair decision-making. As a technology company, Checkr helps customers assess risk, modernize hiring, and build trusted relationships in their workplaces and communities. Scaling customer support amid growing demand and rising call volume is a key challenge—one that Checkr addresses with innovative solutions and AI-driven automation.
"Automating responses to common questions, like report statuses and exceptions, got us to a remarkable 85% self service rate of those queries. This freed up our human resources to tackle more complex issues and improved our overall efficiency and service quality."
Charles Doherty Manager of Service Design
Enhanced through Customer Experience Automation (CXA), Checkr scaled its customer support operations to meet rising demand by implementing Talkdesk Autopilot™, enabling seamless interactions across live and virtual agents. This agile approach aligned with their mission to deliver fast, frictionless background checks while boosting key contact center metrics such as FCR, AHT, and CSAT. Checkr has reduced average wait times, lowered abandonment rates, and enhanced the overall customer experience—all while controlling costs.