Client Overview
Company: Sterling, a trusted global provider of background screening and identity services.
Objective: Enhance applicant experience and reduce turnaround time in background verification processes using AI-powered chat and voice assistant solutions.
Goal: Streamline the data collection and documentation process, reduce manual follow-ups, and improve communication transparency with applicants.
Need: An AI assistant capable of securely interacting with users, collecting required documents, answering FAQs, and integrating with Sterling’s internal verification systems.
Challenges
Sterling faced industry-specific bottlenecks, including:
- Manual document collection and applicant follow-ups
- High volume of status inquiries and repetitive FAQs
- Delays due to incomplete applicant submissions
- Lack of 24/7 applicant assistance
- Limited automation in identity verification interactions
Our AI Chatbot Solution
Exult deployed a secure, conversational AI assistant tailored for Sterling’s unique workflow:
- Automated Document Collection & Checklist Reminders
- Live Status Updates & FAQ Handling
- Secure Identity Verification Prompts
- Integration with Background Check Systems & CRMs
- Multi-platform Deployment (Web, WhatsApp, SMS)
Benefits Realized
- 40% Reduction in Verification Delays due to faster document collection
- 65% of FAQs handled automatically without human intervention
- 24/7 Applicant Engagement across channels
- Improved Submission Completeness with intelligent form guidance
- Enhanced Operational Efficiency for Sterling's support teams
Conclusion
By integrating the Exult AI Assistant, Sterling streamlined its end-to-end applicant communication process. The assistant ensured timely submission of documents, automated routine queries, and maintained secure, compliant interactions—helping Sterling improve throughput and applicant satisfaction.
Key outcomes:
- 40% faster applicant onboarding
- 60% drop in manual follow-ups
- 24/7 support for applicants worldwide
- 50% cost savings on frontline support tasks
