Case Study: EXL reduces HR inquiries and boosts support efficiency with Capacity

EXL Empowers Orgs to Compete in the 21st Century

EXL, a professional services firm with 31,000 team members across 56 locations, needed a way to scale HR support as the organization grew. To handle high volumes of around-the-clock inquiries such as benefits, onboarding, and internal requests, EXL looked for a solution that could automate FAQs, connect across systems, and route complex issues to the right staff.

Capacity provided an AI-powered digital assistant that was rolled out in phases, starting with tier-0 FAQ deflection and expanding into action-based HR workflows. Integrated with BMC Remedy, IXL, Atlas, and Office 365, Capacity now creates and prioritizes tickets, sends updates, and helps employees find job postings; most recently, it has been deflecting more than 800 questions per week, saving EXL teammates time and freeing HR for higher-value work.

EXL