Case Study: Checkr achieves 85% self-service and 56% lower AHT with Talkdesk Autopilot

How Checkr boosted self-service, incorporated AI

Checkr, a leader in AI-powered background checks, faced rising support demand as it scaled—hundreds of thousands of checks monthly generated high call volumes with many repetitive queries. The company needed to boost self-service while preserving a compliant, human-centered experience for sensitive candidate interactions.

Checkr implemented Talkdesk Autopilot (LLM-driven generative AI) to automate call intake, data mining, resolution workflows and seamless handoffs to agents, then used analytics to iterate rapidly. Within a year the system handled over 400,000 conversations, raised self-service for common queries to 85% (from an initial 7%), cut average handle time by 56%, reduced wait and abandonment rates, and freed agents to focus on complex issues—improving SLAs, FCR and CSAT.

Checkr

Charles Doherty

Manager of Service Design