A leading background screening platform wanted to improve their candidate experience, but their reliance on manual workflows created operational challenges.

Their agents spent excessive time on repetitive report reviews and data checks, which slowed response times and increased errors. Disconnected systems for data entry and verification created delays and frequent escalations, negatively impacting CX. 

To overcome these issues and enable scalable operations, the company partnered with SupportNinja to redesign their processes with automation and data intelligence.

Building an AI-Powered Workflow

We redesigned the client’s processes, integrating automation and data intelligence to eliminate manual bottlenecks. The result is a streamlined, tech-enabled workflow that supports faster turnaround times and consistent CX quality.

Our strategy includes:

• AI-Powered Report Selection — We implemented a system that automatically filters and prioritizes relevant cases, eliminating the need for manual review.

• Automated PII Matching — To reduce human error and enhance security, our solution instantly validates sensitive personally identifiable information (PII) against verified sources.

• Smart Auto-Fill and Real-Time Sync — We eliminated system refresh lag and manual data entry by enabling smart data population and real-time synchronization across platforms.

• Proactive Candidate Engagement — Chatbots and automated follow-ups accelerate document collection from candidates, significantly reducing waiting time and manual outreach.

Driving Efficiency and Scale with Automation

By shifting from manual processes to an AI-enabled model, we’re positioning the client to handle increased volume with greater speed and accuracy.

This ongoing transformation unlocks critical benefits:

Eliminating Bottlenecks for Better CX

Relying on outdated manual processes creates risk, negatively impacts CX, and limits your ability to scale. 

When you need to scale and optimize your CX, SupportNinja delivers systems that blend AI and human expertise to reduce human error, accelerate turnaround times, and prepare your operations for future growth. 

Transform your operations with an AI-driven CX strategy. Let’s talk.