Financial Services Case Studies and Customer Success Stories with Answer Engine
V.I.P. Mortgage
- Financial Services
- Medium
Scottsdale, USA
Capacity helped V. I.P. Mortgage automate HR processes and staff support with an AI-powered digital assistant called Ziggy. Staff now...get answers to over 2,250 weekly inquiries with a 90%+ answer rate. Employees save hours by quickly finding onboarding, training, and underwriting information. Over 300 team members use Ziggy for fast, accurate support. The solution integrates with Encompass and Agency Guidelines to streamline loan processing.
Capacity helped USA Mortgage speed up loan processing. The company wanted to cut loan times from weeks to days. Capacity... gives loan officers 24/7 access to key info, reducing back-office steps. Staff use Capacity to answer questions about loan guidelines fast. This saves time and helps close more loans. USA Mortgage now leads with tech and strong customer service.
Paramount Residential Mortgage Group, Inc. (PRMG)
- Financial Services
- Large
Corona, USA
Capacity helped PRMG support over 900 internal staff with AI-powered team support. PRMG faced slow resolution times and repetitive processes.... Capacity's digital assistant provided instant access to loan information and automated document searches. Over 90% of 1400+ weekly questions are now answered by AI. 900 employees use the tool monthly, boosting productivity and team cohesion. PRMG can now compete with larger lenders and scale faster.
Capacity helped Peak Credit Union reduce chatbot confusion by 75% and rep confusion by 50%. The credit union used Capacity’s... conversation intelligence to analyze every member conversation, not just a few calls or surveys. This gave leaders new insights to coach agents and improve service. In the first month, agents’ use of acknowledgment language increased by 31%. Capacity also helped optimize self-service channels and train the chatbot for better FAQ responses. Peak Credit Union now uses real-time insights to improve member experience and reduce operational costs.
LeaderOne uses Capacity's AI-powered chatbot, L. O.I.S., to answer borrower questions during the mortgage process. The chatbot pulls from loan...documents and regulations to provide fast, accurate responses. When L.O.I.S. can't answer, a human CoPilot steps in to help. This approach improves customer support and helps staff focus on complex issues. LeaderOne delivers better mortgage experiences with support automation.
Capacity helped BCU save over $100K in annual labor costs by automating quality assurance for 100% of member interactions. BCU used Capacity’s... AI-powered conversation intelligence to analyze calls and chats, identify trends, and improve agent coaching. Chat and self-service adoption increased by 10%, and agent attrition dropped from 40% to 10%. The platform also reduced compliance risks by flagging issues in real time. BCU now uses Capacity to support more digital channels and enhance member experience.
AnnieMac Home Mortgage
- Financial Services
- Medium
Mount Laurel, USA
Capacity’s generative AI helps AnnieMac Home Mortgage answer over 90% of loan originator questions, handling 9,900+ inquiries monthly. Staff use MS... Teams to chat with the AI, getting answers in under 2 seconds. This automation reduces manual searches, cuts errors, and boosts employee satisfaction. AnnieMac’s lending process is now faster and more accurate, letting teams focus on higher-value work.
YMCA of Greater Dayton
- Non Profit Organization Management
- Medium
Dayton, USA
Capacity’s AI knowledge base helped YMCA of Greater Dayton deflect over 90% of 5,900+ monthly inquiries. Staff and members now... get answers in less than 2 seconds. The solution integrated with Daxko, streamlining program signups and membership registration. Staff use Capacity to resolve calls quickly, reducing interruptions and confusion. Automated support empowers both members and employees across 13 locations.
Prepare.ai
- Non Profit Organization Management
- Small
St. Louis, USA
Capacity helped Prepare. ai answer over 400 attendee questions before their AI conference. The chatbot handled common inquiries, freeing the...team to focus on event planning. Prepare.ai increased its speaker roster by 20, reaching 50 AI experts in 2019. Every seat at the conference was filled. The team saved time and supported their mission to make AI accessible.
Create a Loop
- Non Profit Organization Management
- Small
St. Louis, USA
Capacity helped Create a Loop, a nonprofit teaching computer science to underserved kids, manage tech student support. The team faced... time constraints answering frequent questions about courses and enrollment. With Capacity, they automated responses, freeing up staff to focus on curriculum and partnerships. This support benefits students, parents, and the broader community. Create a Loop now reaches more students and schools with its mission.
Total Access Urgent Care (TAUC)
- Hospital & Health Care
- Medium
St. Louis, USA
Capacity’s healthcare chatbot helps Total Access Urgent Care answer over 600 patient questions each week. This reduces calls to the... front desk and gives patients instant information about healthcare options, insurance, and services. Staff now spend less time on repetitive questions and more time on patient care. The chatbot also supports internal teams with quick answers about policies and benefits. TAUC improved patient experience and streamlined appointment management with Capacity’s AI-powered platform.
NHS (National Health Service)
- Hospital & Health Care
- Very Large
London, UK
Capacity's Agent Guidance platform helped the NHS onboard 20,000 new contact center agents in under a month during the Covid-19 crisis. The solution unified... multiple legacy systems and ensured compliance with strict data and privacy rules. Agents, many new to contact centers, used real-time guidance to handle calls and follow scripts accurately. The platform supported 57.8 million script runs per year, improving efficiency and public safety. This enabled the NHS Test & Trace program to respond quickly and effectively to the pandemic.
Capacity’s intelligent virtual agent helped Brightree collect $4. 7M in late stage debt and $6.5M from agent transfers. Brightree automated...patient payment reminders and negotiations using conversational AI. Patients could settle accounts or request extensions without speaking to a live agent. Over 400 partners now use this solution, generating $1.88M in annual payments. Many partners saw a 200% ROI from the deployment.
Automotive Case Studies and Customer Success Stories with Answer Engine
Valvoline
- Automotive
- Large
Lexington, USA
Capacity's SMS solution helped Valvoline cut average handle time by 20 seconds. The company saw a 76% increase in coupon... send rate and an 8% rise in coupon redemption. Valvoline switched from email to SMS for coupon delivery, integrating with their NICE CXone platform. Customers preferred SMS, leading to faster service and higher engagement. The new system improved agent efficiency and customer experience.
Capacity's AI virtual agents helped Penske confirm over 1,000 extra reservations each month. Penske faced costly no-shows and relied on... live agents for outbound calls. The AI solution automated reservation confirmations, changes, and cancellations via SMS and voice. 35% of confirmations happened by phone, 55% by text. Penske improved efficiency and customer experience with self-service options.
AAA (American Automobile Association)
- Automotive
- Very Large
Orlando, USA
Capacity Virtual Agents helped AAA handle 30 million calls for roadside assistance. The AI-powered solution reduced call costs by 66%.... AAA's customer satisfaction score rose to 4.5 out of 5. Hold times dropped, even during weather spikes. The system scales up or down to meet demand. Members now get faster, more reliable help.
Retail Case Studies and Customer Success Stories with Answer Engine
ScS
- Retail
- Large
Sunderland, UK
Textel by Capacity helped ScS automate delivery communications. ScS integrated SMS with CXone to send updates and confirmations to customers.... This reduced manual work and improved delivery success to 97.1%. ScS saved $260K each year on support and deliveries. The solution made customer support faster and more efficient.
Capacity’s Virtual Agents helped PacSun handle 85% of customer inquiries automatically. PacSun used web chat and SMS to let customers... resolve issues like order changes and returns. Personalized recommendations drove a 19% conversion rate. 33% of shoppers opted in for SMS updates. Live agents now focus on complex cases, and customer satisfaction improved. Analytics give PacSun real-time insights to optimize support.
Capacity's AI virtual agents helped DSW save $1. 5M in annual support costs. DSW faced long hold times and rising...expenses after eCommerce growth. The virtual agent automated account, order, and rewards support. Average handle time dropped by 19%. Customer satisfaction improved by 30%. The solution scaled easily with demand and authenticated 85% of callers.
Hospitality Case Studies and Customer Success Stories with Answer Engine
Gatwick Airport
- Hospitality
- Large
London, UK
Capacity helped Gatwick Airport automate its public address system with AI-powered, multilingual text-to-speech technology. The solution enabled clear communication with... millions of passengers in five languages. Gatwick reduced staffing costs at information desks and repurposed space for retail, increasing revenue. Staff and passengers gave positive feedback on improved customer service and operational efficiency. The airport set a new standard for airport communications with this innovation.
Capacity’s Virtual Agents helped Choice Hotels save $1. 85M in support costs. The AI-powered solution automated call routing and reservation...management. 97.4% of calls are now routed automatically. Error escalations to live agents dropped from 7.6% to 2.6% in eight months. Customers get faster help, and staff focus on complex tasks.
Food & Beverages Case Studies and Customer Success Stories with Answer Engine
PepsiCo
- Food & Beverages
- Very Large
Purchase, USA
PepsiCo used Capacity's Answer Engine to break down knowledge silos across global teams. Employees struggled to find information stored in... thousands of systems. With the Answer Engine, they can now search millions of pages and get answers in seconds. This solution saves PepsiCo over 438 hours each month and increased monthly users by 2500%. Teams now share insights faster, improving collaboration and efficiency worldwide.
Johnsonville used the Capacity Answer Engine® to solve knowledge management problems. Before, insights were scattered and hard to find. The... AI platform let teams quickly access research and answers, saving time and reducing duplicate work. Employees now spend less time searching and more time using insights. The tool keeps data secure and always cites its sources.
Consumer Services Case Studies and Customer Success Stories with Answer Engine
Culligan
- Consumer Services
- Large
Rosemont, USA
Capacity’s SMS Virtual Agent helped Culligan book over 3,000 appointments in just 60 days. The AI-powered solution automated scheduling and... dealer communication via text. Culligan generated $650,000 in revenue from these bookings. The bot handled 50–100 interactions daily, mostly outside business hours. Customers and dealers saw faster engagement and improved lead conversion. Integration with Salesforce was quick and required no third-party support.
Capacity Agent Assist helped Callzilla cut disposition error rates from 20% to under 1%. Callzilla, a BPO contact center, used... Capacity's AI tools to improve call documentation and agent productivity. The platform provided real-time guidance and automated call summaries. This led to faster resolutions and fewer errors for Callzilla's clients. Callzilla also saw increased client retention and plans to expand Agent Assist use.
Banking Case Studies and Customer Success Stories with Answer Engine
West Community Credit Union
- Banking
- Small
St. Louis, USA
Capacity helped West Community Credit Union cut phone expenses by 20% using AI deflection. The credit union launched Capacity’s Concierge,... "Jane," to answer over 90% of FAQs in 2 seconds. NPS scores rose by 10 points, and organic member growth exceeded 7%. Employees now focus on higher-level work, while "Jane" handles 2,000+ inquiries monthly and deflects 92% from staff. Asset growth increased by 40% after deploying Capacity’s platform.
Nationwide Mortgage Bankers (NMB)
- Banking
- Medium
Melville, USA
Capacity helped Nationwide Mortgage Bankers automate mortgage processing using AI. In just three weeks, their "Ask Rosie" solution answered over... 3,000 questions with a 94% match rate. This reduced repetitive tasks for employees. Staff could focus on more meaningful work and client interactions. The AI-powered help desk improved efficiency across departments.
Utilities Case Studies and Customer Success Stories with Answer Engine
SECO Energy
- Utilities
- Large
Sumterville, USA
Capacity's AI virtual agent helped SECO Energy modernize its contact center. SECO automated outage reporting, authentication, and account management. The... virtual agent now handles 32% of all calls. SECO reduced cost per call by 66%. Customer satisfaction with the AI matches live agents at 4.5 out of 5. SECO delivers faster, always-on support with conversational AI.
Capacity helped NRTC cut agent attrition by 32%. NRTC used Capacity's real-time agent guidance and conversation intelligence to support contact... center agents. The platform reduced average handle time by 42 seconds and increased QA scores by 12%. NRTC automated quality assurance and improved training for new and experienced agents. These changes led to cost savings and better service for their members.
Education Case Studies and Customer Success Stories with Answer Engine
Maryville University
- Education
- Medium
St. Louis, USA
Capacity's AI, called Max, helps Maryville University answer over 97% of student questions each month. The university staff used to... struggle with a high volume of student inquiries, causing delays and lower student readiness. With Capacity, students get answers in less than 2 seconds and staff can focus on other tasks. The AI also identifies students at risk of dropping classes and sends reminders to keep them engaged. Over 300 students use Max monthly, with more than 6000 questions answered every month.
Iredell-Statesville School District
- Education
- Large
Statesville, USA
Capacity helped Iredell-Statesville School District automate answers to over 1,900 weekly inquiries. The district used Capacity's AI-powered knowledge base to... reduce repetitive questions for principals. More than 82% of inquiries are now resolved without human help. Parents and students get instant, accurate answers. Staff have more time for other priorities. The solution improved satisfaction for families and staff.
Consumer Goods Case Studies and Customer Success Stories with Answer Engine
Thrasio
- Consumer Goods
- Large
Walpole, USA
Capacity helped Thrasio save $260,000 per year by automating quality assurance for customer interactions. Thrasio used Capacity to analyze 100%... of customer service calls, chats, and emails, up from just 3% before. The solution enabled unbiased agent coaching and faster identification of product issues. Thrasio achieved a 97% CSAT score, placing them in the top 10% of all industries. The team now spends less time on manual audits and more on improving customer experience.
Capacity helped Newell Brands automate HR support for 50,000 employees. The AI platform answered repetitive questions about benefits, payroll, and... onboarding. This freed the HR team to focus on strategic work. Employees accessed information 24/7 through the intranet and MS Sharepoint integration. Security and privacy were ensured with OAuth and compliance standards. New hires quickly found resources, improving productivity and employee experience.
Events Services Case Studies and Customer Success Stories with Answer Engine
Festival of Nations
- Events Services
- Small
St. Louis, USA
Capacity deployed an AI chatbot for Festival of Nations, a two-day event with over 100,000 attendees. The chatbot answered more... than 90% of 1,000+ attendee questions in real time. Organizers built a knowledge base and went live in under 24 hours. Attendees got instant answers, while staff saved hours by avoiding repetitive emails. The solution improved guest experience and let the team focus on event planning.
Capacity helped Sono Bello boost monthly revenue by $1. 5 million using SMS virtual agents. The solution increased patient show...rates by 9%, adding 500 more patient visits each month. Automated SMS campaigns drove an extra $250,000 in monthly revenue. Patients now get quick, discreet support and reminders by text. Staff can help more patients at once, improving efficiency and patient experience.
The Mortgage Collaborative (TMC)
- Professional Services
- Small
San Diego, USA
Capacity helped The Mortgage Collaborative automate member support and event management. TMC used Capacity’s AI-powered Concierge, “Frankie,” to answer over... 90% of member questions and save 80 hours per event. The solution handled 11,000+ inquiries monthly, freeing staff for strategic work. TMC also used Capacity on MS Teams for internal support, improving access to resources. Automation reduced repetitive tasks and boosted productivity for both events and general support.
EXL
- Information Technology And Services
- Very Large
New York, USA
Capacity helps EXL answer over 800 HR questions each week using conversational AI. The platform automates FAQs, onboarding, and benefits... inquiries for more than 30,000 employees. EXL integrated Capacity with systems like BMC Remedy and Office 365 to streamline HR workflows. The solution reduces repetitive tasks and lets HR staff focus on higher-value work. Capacity acts as a digital assistant, handling tickets and internal job postings. This AI-driven approach supports EXL’s global HR operations and scales as the company grows.
