Case Study: LeaderOne Financial delivers faster support and smarter knowledge sharing with Capacity

LeaderOne Financial - Customer Case Study

LeaderOne Financial, a national mortgage lender, needed a better way to answer customer and employee questions quickly across a complex, constantly changing knowledge base. To improve support while reducing manual back-and-forth, the company turned to Capacity and its AI-powered chatbot, L.O.I.S. (LeaderOne Information System), with Jeremy Grafke serving as the human-in-the-loop Copilot.

Using Capacity, LeaderOne connected L.O.I.S. to key systems and knowledge sources so she could handle common questions and automatically route unanswered ones to the right Copilot or department expert. Once answered, those responses were fed back into the knowledge base, making L.O.I.S. smarter over time and helping LeaderOne deliver faster support; Jeremy noted that answers now come back in seconds instead of hours or days, freeing him to help more employees and customers.

LeaderOne Financial

Jeremy Grafke

L.O.I.S. CoPilot