Case Studies

Proven outcomes for leading BPOs

A few illustrative examples. Figures represent typical ranges achieved in production programs.

Case studies

1) Finance & Accounting — Invoice-to-Post

Challenge: Multi-format invoices, long cycle times, high exceptions.

Solution: IDP for capture, policy checks by AI agent, posting via RPA; human-in-the-loop for low-confidence items.

Outcome: 68% touchless posting, 45% faster cycle time, >98% accuracy.

2) Contact Center — Assisted Service

Challenge: Handle time and inconsistency across agents.

Solution: Real-time agent assist, auto-notes, guided dispositions.

Outcome: 22% AHT reduction, 11pt CSAT lift, 100% coverage in QA.

3) HR — Onboarding

Challenge: Fragmented workflows across HRIS/IT.

Solution: Orchestrated RPA with checklists and approvals; agent for employee queries.

Outcome: 60% fewer handoffs, Day-1 readiness up to 96%.

4) IT Helpdesk — Ticket Triage

Challenge: Backlog and inconsistent routing.

Solution: Agent-based summarization & routing; automated fixes for common issues.

Outcome: 35% fewer reassignments, 28% faster MTTR.