Case Study: a global digital services company slashes medical leave processing times with TaskUs Agentic AI

A Global Digital Services Company cuts HR leave processing from 9 days to near real-time with TaskUs

TaskUs helped a global digital services company overcome significant challenges in its HR operations, specifically with processing medical leave across over 10 countries with varying compliance rules. The most complex process was in Colombia, where the company faced bloated costs from relying on external vendors, drained resources as HR specialists spent 36 minutes per case on verification, and manual bottlenecks that kept employees waiting 5-9 days for approval.

The solution was the implementation of TaskUs's agentic AI, which integrated with the company's internal chatbot to autonomously handle multi-step validation using OCR and automated scheduling. This reduced the nine-day waiting period to near real-time resolution. As a result, 54% of medical leaves are now fully approved and processed by the AI, with 72% of those automatically plotted into the workforce management system. TaskUs's technology freed HR specialists to focus on complex cases, eliminated the reliance on external vendors, and dramatically improved the employee experience.