Case Studies

Sector

Global enterprise software · customer support

Challenge

A high volume of routine support questions on the company’s help portal created queues and slow resolution for common issues.

Solution

Autonomous AI support agents resolve common questions end-to-end and hand off complex or sensitive cases to human reps.

Systems

Help portal · CRM · knowledge base

Measured Result

AI agents now handle roughly half of all support interactions; the support team was rebalanced from ~9,000 to ~5,000 people and support costs fell ~17%.

Implementation Time

Rolled out through 2025

Source

Sector

Major retail bank · fraud & risk monitoring

Challenge

Scams and fraudulent transactions were hard to catch in real time across millions of daily payments.

Solution

Generative-AI monitoring flags suspicious transactions and scam patterns as they happen and warns customers before money leaves the account.

Systems

Real-time transaction monitoring · customer alerts

Measured Result

Cut customer scam losses by ~50% and customer-reported fraud by ~30%, while AI-assisted app messaging reduced call-centre wait times by ~40%.

Implementation Time

Reported 2025

Source

Sector

Global bank · legal & compliance

Challenge

Client-facing teams waited on a small legal department for routine questions, stretching answers out to days.

Solution

A legal-assistant GPT, trained on the bank’s own legal documentation, answers routine questions from approved sources and escalates novel matters to lawyers.

Systems

Internal legal knowledge base · ChatGPT Enterprise

Measured Result

Trained on documentation from nine in-house lawyers, it now helps answer 40,000+ client legal questions a year – many in under 24 hours instead of days.

Implementation Time

2025

Source