[{"data":1,"prerenderedAt":1122},["ShallowReactive",2],{"uc-first-line-contact-centre-agent":3,"uc-regulations":928},{"useCase":4,"evidence":214,"blitsAiDeployments":764,"benchmarks":765,"indicative":806,"related":809,"indexability":926,"includeUnpublished":221},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":17,"functions":25,"patterns":27,"channels":32,"audience":38,"autonomy":39,"adoptionStage":40,"segment":41,"problem":42,"problemStats":43,"howItWorks":44,"valueDrivers":45,"kpis":50,"indicativeValue":57,"macroEstimates":92,"feasibility":93,"implementation":107,"risk":150,"blitsAi":190,"faq":192,"related":202,"datePublished":209,"dateModified":209,"lastVerified":209,"changelog":210,"slug":213},"AI agent for first line contact centre service","First line contact centre","AI contact centre agent for first line service","An AI agent answers routine calls and chats and hands the rest to people. See results from Commonwealth Bank, Klarna and Vodafone, plus risks and a playbook.","published","An AI agent that answers the first line of inbound customer contact on phone, chat and messaging, resolves general and routine questions end to end in the customer's own language, and routes everything complex, sensitive or regulated to the right human team with the context attached.",[12,13,14,15,16],"AI contact centre agent","virtual agent","conversational IVR","customer service chatbot","AI front door",[18,19,20,21,22,23,24],"cross-industry","banking","payments","telecommunications","travel-and-hospitality","retail-and-ecommerce","wealth-and-asset-management",[26],"customer-service",[28,29,30,31],"conversational-agent","voice-agent","rag-knowledge-assistant","classification-and-routing",[33,34,35,36,37],"voice","web-chat","mobile-app","whatsapp","social-messaging","customer-facing","supervised-agent","mainstream","front-office","Much inbound contact is general: opening hours and fees, how do I, where is my request, what\ndoes this letter mean. In a bank it is also time critical: a customer abroad without a local SIM,\na card that does not work, a payment that has not arrived. Human agents answer the same\nquestions all day while callers wait in a queue, and the conversations that need care (a\nbereavement, a scam victim, a complaint) wait behind them.\n\nTouch tone menus and first generation chatbots did not fix this. Menus route by the option a\ncaller picks, and those chatbots matched keywords to a fixed list of answers, so anything outside\nthe list ends in a dead end or a transfer. The shift is an agent that understands free speech and text, answers from the\norganization's approved knowledge, can look up the customer's own case, and knows exactly when\na human must take over.",[],"1. **Greet and understand.** The agent identifies the intent and language from the customer's\n   first words, on the phone or in chat, and discloses that it is AI.\n2. **Answer general questions from approved knowledge.** Fees, procedures, product terms and\n   service status come from retrieval over the organization's own content, with a refusal when\n   the content does not cover the question.\n3. **Look up what is personal.** After authentication it checks the status of the customer's\n   request, order or case through read only APIs and explains it.\n4. **Route deliberately.** Regulated journeys (disputes, fraud reports, complaints) follow a\n   defined path; vulnerability, strong emotion or repeated failure trigger a human.\n5. **Hand over with context.** The human receives the transcript, a summary, the authenticated\n   identity and what was already tried, so the customer does not repeat anything.",[46,47,48,49],"cost-to-serve","customer-experience","inclusion-and-access","employee-productivity",[51,52,53,54,55,56],"containment-rate","interactions-handled","response-time-reduction","customer-satisfaction","first-contact-resolution","handling-time-reduction",{"referenceOrg":58,"inputs":59,"formula":87,"currency":88,"period":89,"resultLabel":90,"caveat":91},"A retail bank contact centre that receives 2 million contacts a year across phone and chat",[60,66,73,80],{"key":61,"label":62,"low":63,"high":63,"unit":64,"note":65},"contacts","Inbound contacts per year",2000000,"contacts per year","The reference contact centre.",{"key":67,"label":68,"low":69,"high":70,"unit":71,"note":72},"generalShare","Share of contacts that are general or routine",0.5,0.7,"fraction of contacts","Editorial assumption, replace with your own contact reason report.",{"key":74,"label":75,"low":76,"high":77,"unit":78,"note":79},"containment","Share of those contacts the agent resolves without a human",0.3,0.45,"fraction of general contacts","The low end is conservative; the high end sits above most benchmarks on this page (44 to 47% for Airbnb, Ingka, JetBlue and Vodafone Germany), while a few operators report higher containment (66% at Together Credit Union, 70% for Vodafone TOBi, 84.6% for Commonwealth Bank's self service messaging in May 2026), because early months run lower.",{"key":81,"label":82,"low":83,"high":84,"unit":85,"note":86},"costPerContact","Cost of a human handled contact",3,6,"USD per contact","Editorial assumption for a blended chat and phone contact. Replace with your own fully loaded cost.","contacts * generalShare * containment * costPerContact","USD","per year","Human handled contact cost avoided","Gross avoided contact cost only. It leaves out the cost of the AI and the integrations, the value of shorter waiting times, the cost of customers who give up instead of being helped, and any capacity the organization chooses to reinvest in human service rather than save.",[],{"complexity":94,"complexityNote":95,"dataPrerequisites":96,"integrations":101},"medium","Answering from knowledge is straightforward. The effort is in clean, owned knowledge content, authentication on the phone, integration with the contact centre platform for a warm handover, and deciding which intents must never be contained.",[97,98,99,100],"A contact reason report with volumes per intent and channel","Approved, current knowledge articles with an owner and review date each","A written list of intents and signals that always go to a human","Historical transcripts to build test sets",[102,103,104,105,106],"Telephony or contact centre platform (routing, queues, transfer with context)","Messaging channels (web chat, app, WhatsApp, social)","Authentication (app confirmation, one time passcode, voice biometrics)","CRM or case management, read only at first","Knowledge management system",{"steps":108,"guardrails":124,"humanInTheLoop":130,"kpisToInstrument":131,"failureModes":137},[109,112,115,118,121],{"title":110,"detail":111},"Choose intents by volume and by risk","From the contact reason report pick the top general intents and write down, just as explicitly, the intents the agent must route and never contain: complaints, disputes, fraud, hardship and bereavement.",{"title":113,"detail":114},"Clean the knowledge before you connect it","Retire duplicate and outdated articles, give every article an owner and a review date, and make the agent refuse when retrieval finds nothing. Many wrong answers are content problems.",{"title":116,"detail":117},"Design the handover first","Agree with the contact centre what a human receives (summary, identity, attempted steps) and how the customer keeps their place in the queue. Always offer a clear route to a person.",{"title":119,"detail":120},"Test on real conversations","Build test sets from historical transcripts per intent, including angry customers, vulnerable customers and attempts to push the agent off policy, and run them on every change.",{"title":122,"detail":123},"Launch in chat, then voice","Chat is easier to monitor and correct. Add voice once containment and satisfaction per intent are stable, and measure repeat contacts, not just containment.",[125,126,127,128,129],"Answers only from approved knowledge, with a refusal and a handover when it is not covered","Mandatory routing of complaints, disputes, fraud, hardship and vulnerability signals to people","A visible route to a human at any time, on every channel","AI disclosure at the start of every conversation","Masking of personal and card data before text reaches a model or the logs","Human agents take every conversation the agent routes and can take over live. A quality team reviews a weekly sample of contained conversations for fluent but wrong answers and signs off every new intent before it goes live.",[132,133,134,135,136],"Containment per intent, counting a repeat contact within seven days as not contained","Handover rate and handover reasons per intent","Customer satisfaction on contained conversations versus human handled ones","Time to first meaningful response and total time to resolution","Complaints that mention the assistant",[138,141,144,147],{"title":139,"detail":140},"Containment that is really abandonment","Customers give up rather than get helped, which looks like success on the dashboard. Count repeat contacts and measure satisfaction per intent.",{"title":142,"detail":143},"Replacing people instead of routing to them","Klarna reported that its assistant handled two thirds of chats, then said in 2025 that it had gone too far and began hiring human agents again so customers can always reach a person. Keep human capacity for the moments that matter.",{"title":145,"detail":146},"Confident wrong answers","An agent that invents a policy creates liability, as the Air Canada tribunal case showed. Ground answers in approved content and refuse when unsure.",{"title":148,"detail":149},"Missed vulnerability","A customer in distress is kept in automation. Detect vulnerability signals and hand over early.",{"euAiAct":151,"regulations":154,"guidance":161,"controls":179,"incidents":185},{"tier":152,"basis":153},"limited","An AI system that interacts directly with people must be designed so that they know they are dealing with AI, unless that is obvious from the context (Article 50(1)). It is not high risk under Annex III as long as it does not evaluate eligibility for essential public assistance benefits and services (point 5(a)), creditworthiness (point 5(b)), risk and pricing for life and health insurance (point 5(c)) or emergency calls (point 5(d)). This holds only if emotion or vulnerability signals are inferred from what the customer says (text or transcript content), not from voice or other biometric features; an agent that infers emotion from a caller's voice is an emotion recognition system (Article 3(39)), which is high risk under Annex III point 1(c) and triggers the deployer disclosure duty in Article 50(3).",[155,156,157,158,159,160],"eu-ai-act","gdpr","uk-consumer-duty","dora","apra-cps-230","eu-accessibility-act",[162,168,174],{"title":163,"issuer":164,"region":165,"url":166,"note":167},"Regulation (EU) 2024/1689 (AI Act), Article 50: transparency obligations for providers and deployers of certain AI systems","European Union","europe","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","People must be informed that they are interacting with an AI system unless this is obvious from the context.",{"title":169,"issuer":170,"region":171,"url":172,"note":173},"Chatbots in consumer finance","Consumer Financial Protection Bureau","north-america","https://www.consumerfinance.gov/data-research/research-reports/chatbots-in-consumer-finance/","Warns that deficient chatbots that prevent access to live, human support can lead to law violations and customer harm.",{"title":175,"issuer":176,"region":165,"url":177,"note":178},"FG22/5: Final non-Handbook Guidance for firms on the Consumer Duty","Financial Conduct Authority","https://www.fca.org.uk/publication/finalised-guidance/fg22-5.pdf","Says firms will likely need a real time human interface, such as a phone service, for security, fraud and other complex or sensitive journeys, and gives an automated phone system without a route to other support as an example of poor practice.",[180,181,182,183,184],"Inventory entry with an accountable owner and a documented list of contained and routed intents","Content governance with owners and review dates for every knowledge article","Transcript logging and retention in line with record keeping rules","Regression tests on every change to prompts, content or model","Monitoring of outcomes for vulnerable customers and of complaint trends",[186],{"title":187,"url":188,"note":189},"Incident 639: Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer Overpayment","https://incidentdatabase.ai/cite/639/","A Canadian small claims tribunal held the airline responsible for what its website chatbot told a customer about bereavement fares, a reminder that the organization owns every answer its agent gives.",{"howToBuild":191},"On Blits.ai this is an **AI agent** grounded in a **knowledge base** with hybrid retrieval\nover the organization's approved content, with **flows** for journeys that must follow fixed\nsteps and **custom functions** for read only lookups such as request or case status. Language\ndetection and multi language content let one agent serve customers in their own language.\n\nThe same agent runs on **voice** (streaming speech recognition and synthesis, DTMF, call\ntransfer), **web chat, WhatsApp, SMS and Facebook Messenger**, and inside the organization's\nown app through the API channel. **Human handover** passes the conversation transcript to a\nlive agent platform (Salesforce, Freshdesk or Zoho SalesIQ) or\ntransfers the call on voice, and supervisors can monitor and take over live, including on\ncalls. **Guardrails** check input and output, **PII masking** runs at the gateway, **test\nsuites** hold multi turn conversation sets built from real transcripts that you run before\neach change goes live, **monitors** check key journeys on a schedule,\nand **analytics** show interactions, satisfaction, sentiment and top intents, with\nconversation logs to review every handover. The platform is model agnostic, with EU and UAE\ndata residency.",[193,196,199],{"question":194,"answer":195},"What share of contacts can an AI agent resolve on its own?","It depends on the intent mix and the channel. Microsoft reports that about 84.6% of Commonwealth Bank's self service messaging interactions were resolved end to end in May 2026, and that Vodafone's TOBi fully resolves 70% of inquiries arriving through digital channels; Posh reports that Together Credit Union's voice agent contains 66% of inbound calls. Airbnb itself reports a lower figure: nearly 45% of issues that begin with its AI assistant were resolved without a human agent in Q2 2026. Treat these as upper references and count repeat contacts before you celebrate.",{"question":197,"answer":198},"Should we remove the option to speak to a person?","No. Klarna said in 2025 that customers must always have the option to speak with a human and began recruiting customer service agents again. The US Consumer Financial Protection Bureau warns that chatbots that block access to human support can break the law, and the UK Financial Conduct Authority expects a real time human route for complex or sensitive journeys.",{"question":200,"answer":201},"How is this different from account and card servicing?","The first line agent answers and routes general inbound contact across the whole contact centre. Account and card servicing is the deeper, authenticated layer that performs transactions such as blocking a card. You can launch the first line first and add servicing actions behind it once authentication and handover work.",[203,204,205,206,207,208],"account-and-card-servicing-agent","live-agent-assist","complaints-handling-agent","correspondence-triage-and-routing","citizen-information-assistant","insurance-policy-servicing-agent","2026-09-27",[211],{"date":209,"note":212},"First published","first-line-contact-centre-agent",[215,264,303,323,353,385,424,460,491,518,546,571,594,626,653,680,705,731],{"title":216,"useCases":217,"organization":219,"vendors":224,"summary":225,"stage":226,"year":227,"channels":228,"languages":229,"metrics":230,"outcomeDisclosed":245,"sources":246,"verification":258,"grade":261,"id":262,"organizationSlug":263},"Airbnb: AI assistant for guest and host support",[218,213],"travel-and-hotel-booking-concierge",{"name":220,"anonymized":221,"country":222,"region":223,"industry":22},"Airbnb",false,"US","global",[],"Airbnb runs an AI assistant as the first line of customer support for guests and hosts. It was expanded to all US users in 2025 and then rolled out to more countries and languages, reaching more than 50 languages by mid 2026. Airbnb reports the share of issues resolved without a human agent in each quarterly letter and links part of the fall in support cost per booking to the assistant; it plans an AI voice assistant.","scaled",2025,[35,34],[],[231,239],{"kpi":51,"value":232,"unit":233,"qualifier":234,"period":235,"claimant":236,"quote":237,"sourceUrl":238},45,"percent","approximately","Q2 2026, issues that begin with the AI assistant","organization","Nearly 45 percent of issues that begin with our AI assistant are now resolved without a human agent, up from Q1, while delivering much faster resolution times.","https://news.airbnb.com/airbnb-q2-2026-financial-results/",{"kpi":240,"value":241,"unit":233,"qualifier":234,"period":242,"baseline":243,"claimant":236,"quote":244,"sourceUrl":238},"cost-reduction",16,"Q2 2026 year on year, customer support cost per booking","Q2 2025","In Q2, our customer support related cost per booking declined approximately 16 percent year-over-year, driven in part by improvements to our AI assistant.",true,[247,250,254],{"url":238,"title":248,"publisher":220,"date":249},"Airbnb Q2 2026 financial results","2026-08-06",{"url":251,"title":252,"publisher":220,"date":253},"https://news.airbnb.com/airbnb-q1-2026-financial-results/","Airbnb Q1 2026 financial results","2026-05-07",{"url":255,"title":256,"publisher":220,"date":257},"https://news.airbnb.com/airbnb-q2-2025-financial-results/","Airbnb Q2 2025 financial results","2025-08-06",{"level":259,"checkedAt":260},"source-verified","2026-09-26","B","airbnb-ai-customer-support-assistant",null,{"title":265,"useCases":266,"organization":271,"vendors":273,"summary":276,"stage":226,"year":227,"channels":277,"languages":278,"metrics":280,"outcomeDisclosed":245,"sources":293,"verification":300,"grade":261,"id":301,"organizationSlug":302},"Bank of America: Erica, a virtual financial assistant with proactive insights",[267,268,213,269,270],"financial-wellbeing-coach","offers-and-rewards-agent","proactive-outbound-engagement-agent","branch-and-appointment-booking-agent",{"name":272,"anonymized":221,"country":222,"region":171,"industry":19},"Bank of America",[274],{"name":272,"role":275},"in-house","Erica, launched in 2018, is Bank of America's virtual financial assistant in its Mobile Banking app. Beyond answering questions it delivers proactive, personalized insights: BankAmeriDeals cash back deals based on the client's spending, where balances are trending over the next seven days and eligibility for the Preferred Rewards program. It also gives guidance on investment topics for Merrill clients and hands off to people by scheduling appointments. The bank reports that clients have received and interacted with more than 1.7 billion of these insights, and that most users find the information they need, which it links to lower call centre volume. Bank of America says Erica selects answers from a predefined set and does not use generative AI or large language models.",[35],[279],"en",[281,288],{"kpi":282,"value":283,"unit":284,"qualifier":234,"period":285,"claimant":236,"quote":286,"sourceUrl":287},"users-served",50000000,"count","since launch in 2018, as of August 2025","assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month","https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/08/a-decade-of-ai-innovation--bofa-s-virtual-assistant-erica-surpas.html",{"kpi":52,"value":289,"unit":284,"qualifier":290,"period":291,"claimant":236,"quote":292,"sourceUrl":287},3000000000,"at-least","client interactions since launch in 2018, as of August 2025","surpassing 3 billion client interactions",[294,297],{"url":287,"title":295,"publisher":272,"date":296},"A Decade of AI Innovation: BofA's Virtual Assistant Erica Surpasses 3 Billion Client Interactions","2025-08-20",{"url":298,"title":299,"publisher":272},"https://info.bankofamerica.com/en/digital-banking/erica","Erica: Virtual Financial Assistant",{"level":259,"checkedAt":209},"bank-of-america-erica-virtual-assistant","bank-of-america",{"title":304,"useCases":305,"organization":306,"vendors":310,"summary":311,"stage":312,"year":227,"channels":313,"languages":314,"metrics":315,"outcomeDisclosed":221,"sources":316,"verification":321,"grade":261,"id":322,"organizationSlug":263},"BPI: BEA Chat, an always on digital assistant for general banking inquiries",[213],{"name":307,"anonymized":221,"country":308,"region":309,"industry":19},"Bank of the Philippine Islands","PH","asia-pacific",[],"Bank of the Philippine Islands runs BEA Chat, a conversational AI assistant on its website and Facebook page that answers general inquiries around the clock, offers self service for common concerns, lets customers apply for products and track service requests, and escalates complex issues to live agents. It serves both logged in clients and guests, and the bank positions it as a channel for Filipinos working overseas who would otherwise need a local SIM card or international calls. No containment or cost outcome is disclosed.","production",[34,37],[279],[],[317],{"url":318,"title":319,"publisher":307,"date":320},"https://www.bpi.com.ph/about-bpi/news/bpi-enhances-bea-chat-with-smarter-ai-powered-features-for-customer-support","BPI enhances BEA Chat with smarter, AI-powered features for customer support","2025-08-15",{"level":259,"checkedAt":260},"bpi-bea-chat-digital-assistant",{"title":324,"useCases":325,"organization":327,"vendors":330,"summary":331,"stage":226,"year":227,"channels":332,"languages":333,"metrics":334,"outcomeDisclosed":245,"sources":342,"verification":350,"grade":261,"id":351,"organizationSlug":352},"NatWest: Cora AI assistant as the front door for everyday queries, including ATM disputes",[213,326],"atm-and-self-service-device-assistance",{"name":328,"anonymized":221,"country":329,"region":165,"industry":19},"NatWest Group","GB",[],"NatWest routes a wide range of everyday customer queries through Cora, its AI assistant in online banking and the mobile app, now with generative AI (Cora+). Customers whose ATM withdrawal did not pay out are sent to Cora with the phrase \"ATM dispute\" as the first step of the claim, and the assistant is available before login as well. NatWest says the generative AI version improved customer satisfaction and reduced how often a colleague has to step in, and in 2025 it began a collaboration with OpenAI to extend the assistant to more complex tasks.",[35,34],[279],[335],{"kpi":336,"value":337,"unit":233,"qualifier":338,"period":339,"claimant":236,"quote":340,"sourceUrl":341},"customer-satisfaction-uplift",150,"exact","Cora+ generative AI functionality","The GenAI functionality offered by Cora+ has shown a 150% improvement in customer satisfaction, while reducing the number of times a colleague needs to intervene.","https://www.natwestgroup.com/news-and-insights/news-room/press-releases/ai-and-data/2025/mar/natwest-open-ai-collaborate-to-accelerate-cutting-edge-ai-transf.html",[343,346],{"url":341,"title":344,"publisher":328,"date":345},"NatWest & OpenAI collaborate to accelerate cutting-edge AI transformation in support of bank-wide simplification and enhanced customer experience","2025-03-20",{"url":347,"title":348,"publisher":349},"https://www.natwest.com/support-centre/banking-near-me/withdrawals/i-have-used-an-atm-to-withdraw-money-and-i-didnt-receive-anything.html","I have used an ATM to withdraw money and I didn't receive anything?","NatWest",{"level":259,"checkedAt":260},"natwest-cora-ai-assistant","natwest-group",{"title":354,"useCases":355,"organization":357,"vendors":359,"summary":363,"stage":226,"year":364,"channels":365,"languages":366,"metrics":367,"outcomeDisclosed":245,"sources":378,"verification":382,"grade":261,"id":383,"organizationSlug":384},"BT Group: EE virtual assistant Aimee with generative AI",[356,213],"bill-explanation-and-billing-dispute-agent",{"name":358,"anonymized":221,"country":329,"region":165,"industry":21},"BT Group",[360],{"name":361,"role":362},"Sprinklr","platform","BT Group runs the EE virtual assistant Aimee on Sprinklr's customer experience platform, drawing on BT Group data for personalised answers. The platform lets BT Group use generative AI for EE and BT customers, for example in an Aimee journey that prepares customers for international travel and in billing support, where generative AI gives detailed explanations of billing charges. BT Group says Aimee handles up to 60,000 conversations a week, double the volume of two years earlier, that the travel journey halved the need for chat support, and that it stays model agnostic behind a private cloud instance with safeguards against attempts to make the AI misbehave.",2024,[34],[279],[368,374],{"kpi":52,"value":369,"unit":284,"qualifier":370,"period":371,"claimant":236,"quote":372,"sourceUrl":373},60000,"up-to","per week","EE virtual assistant Aimee now handles up to 60,000 customer conversations per week, with automation success rates on several types of customer journey now approaching 50%, freeing time for guides to focus on more complex issues","https://newsroom.bt.com/bt-group-leans-on-ai-to-transform-customer-service-experience/",{"kpi":375,"value":376,"unit":233,"qualifier":370,"period":377,"claimant":236,"quote":372,"sourceUrl":373},"automation-rate",50,"several types of customer journey",[379],{"url":373,"title":380,"publisher":358,"date":381},"BT Group leans on AI to transform customer service experience","2024-12-12",{"level":259,"checkedAt":209},"bt-group-ee-aimee-virtual-assistant","bt-group",{"title":386,"useCases":387,"organization":390,"vendors":393,"summary":397,"stage":226,"year":364,"channels":398,"languages":399,"metrics":402,"outcomeDisclosed":245,"sources":414,"verification":422,"grade":261,"id":423,"organizationSlug":263},"Klarna: AI assistant as the first line of customer service",[213,388,389],"card-dispute-and-chargeback-intake","order-status-and-returns-agent",{"name":391,"anonymized":221,"country":392,"region":165,"industry":20},"Klarna","SE",[394],{"name":395,"role":396},"OpenAI","model-provider","Klarna announced in February 2024 that its AI assistant built on OpenAI models had been live globally for a month as the first line of its customer service, handling refunds, returns, payment issues, cancellations and disputes in more than 35 languages across 23 markets. In 2025 the company said it had gone too far in replacing people and began recruiting human agents again so that customers can always reach a person; the assistant still handles the majority of inquiries. The record is useful precisely because it shows both the gain and the correction.",[35],[279,400,401],"ar","fr",[403,408],{"kpi":52,"value":404,"unit":284,"qualifier":338,"period":405,"claimant":236,"quote":406,"sourceUrl":407},2300000,"first month after launch","The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats","https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/",{"kpi":53,"value":409,"unit":233,"qualifier":338,"period":410,"baseline":411,"claimant":236,"quote":412,"sourceUrl":413},82,"since launch, as reported in 2025","before the AI assistant","Since launch, response times have improved by 82%, and Klarna has seen a 25% drop in repeat issues.","https://www.customerexperiencedive.com/news/klarna-reinvests-human-talent-customer-service-AI-chatbot/747586/",[415,418],{"url":407,"title":416,"publisher":391,"date":417},"Klarna AI assistant handles two-thirds of customer service chats in its first month","2024-02-27",{"url":413,"title":419,"publisher":420,"date":421},"Klarna changes its AI tune and again recruits humans for customer service","CX Dive","2025-05-09",{"level":259,"checkedAt":260},"klarna-ai-assistant-customer-service",{"title":425,"useCases":426,"organization":427,"vendors":429,"summary":432,"stage":312,"year":364,"channels":433,"languages":434,"metrics":437,"outcomeDisclosed":245,"sources":449,"verification":457,"grade":261,"id":458,"organizationSlug":459},"Vodafone: SuperTOBi generative AI assistant and SuperAgent",[356,213],{"name":428,"anonymized":221,"country":329,"region":165,"industry":21},"Vodafone",[430],{"name":431,"role":362},"Microsoft","Vodafone rebuilt its TOBi chatbot on Azure OpenAI as SuperTOBi, launched in Italy and Portugal, with Germany and Turkey announced to follow from July 2024 and other markets later that year. A companion SuperAgent helps human agents search the company knowledge base and, in Ireland, sends the human agent a summary of the online customer conversation so customers do not repeat themselves. Vodafone reports that initial tests at one of its call centres showed a 50% improvement in first time resolution of critical journeys such as complex billing inquiries, and that in Portugal first time resolution on appointment booking rose from 15% to 60%, with billing journeys being added next.",[34],[435,436],"it","pt",[438,444],{"kpi":55,"value":439,"unit":233,"qualifier":338,"period":440,"baseline":441,"claimant":236,"quote":442,"sourceUrl":443},60,"appointment booking journey, Vodafone Portugal","15% before SuperTOBi","As a result, the first-time resolution rate has increased from 15% to 60% and Vodafone’s online net promoter scores (where respondents are asked to rate their experience) improved by 14 points to 64 points – anything above 50 points is considered a strong result.","https://www.vodafone.com/news/newsroom/technology/meet-super-tobi-vodafone-s-new-generative-ai-virtual-assistant-now-serving-customers-in-multiple-countries",{"kpi":445,"value":446,"unit":447,"qualifier":338,"period":448,"claimant":236,"quote":442,"sourceUrl":443},"nps-change",14,"points","online NPS, Vodafone Portugal",[450,453],{"url":443,"title":451,"publisher":428,"date":452},"Meet SuperTOBI, Vodafone's new Generative AI virtual assistant now serving customers in multiple countries","2024-07-04",{"url":454,"title":455,"publisher":428,"date":456},"https://www.vodafone.com/news/newsroom/technology/vodafone-supercharging-customer-experience-with-microsoft-s-gen-ai-tools","Vodafone supercharging customer experience with Microsoft's GenAI tools","2024-05-23",{"level":259,"checkedAt":209},"vodafone-supertobi-generative-ai-assistant","vodafone",{"title":461,"useCases":462,"organization":463,"vendors":465,"summary":466,"stage":226,"year":467,"channels":468,"languages":469,"metrics":470,"outcomeDisclosed":245,"sources":485,"verification":489,"grade":261,"id":490,"organizationSlug":263},"Ingka Group (IKEA): Billie chatbot for customer enquiries",[213],{"name":464,"anonymized":221,"country":392,"region":223,"industry":23},"Ingka Group",[],"Ingka Group, the largest IKEA retailer, rolled out the AI chatbot Billie in its 2021 financial year to answer simpler customer enquiries around the clock. Between 2021 and 2023 Billie resolved about 47% of the enquiries it received. With the chatbot taking simpler enquiries, Ingka reskilled 8,500 call centre staff for remote interior design and remote selling, and sales through its remote customer meeting points reached EUR 1.3 billion in its 2022 financial year.",2021,[],[],[471,476,479],{"kpi":51,"value":472,"unit":233,"qualifier":234,"period":473,"claimant":236,"quote":474,"sourceUrl":475},47,"2021 to 2023","Since the rollout of the solution in FY21[1], Billie has continued to provide value, and from 2021 to 2023 it resolved approximately 47% of customer enquiries it received, which translates to 3,2 million interactions solved by the chatbot and nearly EUR 13 million in savings thus far.","https://www.ingka.com/newsroom/ai-and-remote-selling-bring-ikea-design-expertise-to-the-many/",{"kpi":52,"value":477,"unit":284,"qualifier":234,"period":478,"claimant":236,"quote":474,"sourceUrl":475},3200000,"resolved by the chatbot, 2021 to 2023",{"kpi":480,"value":481,"unit":482,"currency":483,"qualifier":234,"period":484,"claimant":236,"quote":474,"sourceUrl":475},"cost-savings",13000000,"currency","EUR","cumulative, 2021 to 2023",[486],{"url":475,"title":487,"publisher":464,"date":488},"AI and Remote Selling bring IKEA design expertise to the many","2023-06-29",{"level":259,"checkedAt":260},"ingka-group-billie-customer-service-chatbot",{"title":492,"useCases":493,"organization":495,"vendors":498,"summary":500,"stage":312,"year":227,"channels":501,"languages":502,"metrics":503,"outcomeDisclosed":245,"sources":508,"verification":515,"grade":516,"id":517,"organizationSlug":263},"Pegasus Airlines: FlyBot generative AI virtual assistant",[494,213],"flight-disruption-and-rebooking-agent",{"name":496,"anonymized":221,"country":497,"region":165,"industry":22},"Pegasus Airlines","TR",[499],{"name":431,"role":362},"Pegasus Airlines retrained FlyBot, the virtual assistant on its website, with Azure OpenAI and integrated it with internal systems, so customers can ask about flights, flight rules, baggage allowances and claims and reissue tickets in the same conversation. The airline reports that satisfaction with the virtual assistant doubled after the change.",[34],[],[504],{"kpi":336,"value":505,"unit":233,"qualifier":338,"claimant":236,"quote":506,"sourceUrl":507},100,"“Since we integrated Azure AI Services into our FlyBot, customer satisfaction rates for our virtual assistant have doubled,” points out Bora.","https://www.microsoft.com/en/customers/story/23194-pegasus-airlines-azure-ai-services",[509,511],{"url":507,"title":510,"publisher":431},"Pegasus Airlines transforms bookings and services with Azure OpenAI, doubling customer satisfaction scores",{"url":512,"title":513,"publisher":431,"date":514},"https://www.microsoft.com/en-us/microsoft-cloud/blog/2025/07/24/ai-powered-success-with-1000-stories-of-customer-transformation-and-innovation/","AI-powered success, with more than 1,000 stories of customer transformation and innovation","2025-07-24",{"level":259,"checkedAt":260},"C","pegasus-airlines-flybot-virtual-assistant",{"title":519,"useCases":520,"organization":521,"vendors":523,"summary":526,"stage":312,"year":227,"channels":527,"languages":528,"metrics":529,"outcomeDisclosed":245,"sources":541,"verification":544,"grade":516,"id":545,"organizationSlug":263},"Together Credit Union: voice agent that answers the phone line first",[213],{"name":522,"anonymized":221,"country":222,"region":171,"industry":19},"Together Credit Union",[524],{"name":525,"role":362},"Posh","Together Credit Union runs a voice agent on its inbound phone line that answers member questions, resolves routine requests and hands the rest to a person, drawing on one knowledge base that the branch, contact centre and chat channels also use. The vendor reports that the agent now contains the majority of inbound calls, 12 points more than at the start, that after hours escalations to an outsourced contact centre fell, and that member satisfaction held above 94% during the rollout.",[33],[279],[530,537],{"kpi":51,"value":531,"unit":233,"qualifier":338,"period":532,"baseline":533,"claimant":534,"quote":535,"sourceUrl":536},66,"total inbound calls, as reported by the vendor","12 points lower at the start of the rollout","vendor","Heather, Together CU's Posh-powered voice agent, now contains 66% of total inbound calls","https://www.posh.ai/client-stories/client-story-together-credit-union",{"kpi":538,"value":446,"unit":233,"qualifier":338,"period":539,"claimant":534,"quote":540,"sourceUrl":536},"contact-deflection","after hours escalations to the outsourced contact centre","After-hours escalations to their third-party contact center dropped 14%.",[542],{"url":536,"title":543,"publisher":525},"How Together Credit Union Built One Source of Truth Across Every Channel",{"level":259,"checkedAt":260},"together-credit-union-voice-agent",{"title":547,"useCases":548,"organization":549,"vendors":552,"summary":554,"stage":226,"year":364,"channels":555,"languages":556,"metrics":557,"outcomeDisclosed":245,"sources":563,"verification":568,"grade":516,"id":569,"organizationSlug":570},"Commonwealth Bank: AI orchestration for messaging service with human handoff",[203,388,213],{"name":550,"anonymized":221,"country":551,"region":309,"industry":19},"Commonwealth Bank of Australia","AU",[553],{"name":431,"role":362},"Commonwealth Bank built a central AI orchestration agent that reads the customer's intent and routes it to a conversational AI, retrieval over public content, a deterministic guarded path for regulated journeys such as fraud disputes, or a human specialist with the full context, on its messaging channel. It migrated nearly 700 chatbot topics and launched a generative AI banking chatbot in November 2024. Voice bots are a planned extension of the orchestration layer.",[],[279],[558],{"kpi":51,"value":559,"unit":233,"qualifier":234,"period":560,"claimant":534,"quote":561,"sourceUrl":562},84.6,"May 2026, self service messaging","In May 2026, approximately 84.6% of self-service messaging interactions were resolved end-to-end in the messaging channel.","https://news.microsoft.com/source/asia/features/how-commonwealth-bank-and-microsoft-are-reimagining-the-future-of-customer-service/",[564],{"url":562,"title":565,"publisher":566,"date":567},"How Commonwealth Bank and Microsoft are reimagining the future of customer service","Microsoft Source Asia","2026-07-08",{"level":259,"checkedAt":209},"commonwealth-bank-customer-service-orchestration","commonwealth-bank-of-australia",{"title":572,"useCases":573,"organization":574,"vendors":577,"summary":579,"stage":226,"year":364,"channels":580,"languages":581,"metrics":583,"outcomeDisclosed":245,"sources":589,"verification":592,"grade":516,"id":593,"organizationSlug":263},"Telkomsel: Veronika virtual assistant on Azure OpenAI",[213],{"name":575,"anonymized":221,"country":576,"region":309,"industry":21},"Telkomsel","ID",[578],{"name":431,"role":362},"Telkomsel, with more than 159 million mobile subscribers, rebuilt its Veronika virtual assistant on Azure OpenAI to handle routine customer questions in Bahasa Indonesia with the local accents and expressions its first chatbot could not follow, so that human agents could focus on complex issues. Telkomsel's chief information officer says the architecture can handle up to 5 million transactions a month. Telkomsel's chief marketing officer says customer self service interactions rose from 19% to 45% after the launch.",[],[582],"id",[584],{"kpi":375,"value":232,"unit":233,"qualifier":338,"period":585,"baseline":586,"claimant":236,"quote":587,"sourceUrl":588},"share of customer interactions that were self service, as Telkomsel describes it","19% before the generative AI Veronika","“I’m thrilled to share that since introducing Veronika, we’ve seen a leap in customer self-service interactions from 19 percent to 45 percent,” enthuses Heng.","https://customers.microsoft.com/en-us/story/1739790055278570755-telkomsel-azure-openai-service-telecommunications-en-indonesia",[590],{"url":588,"title":591,"publisher":431},"Telkomsel customer support teams speak volumes, with help from copilot based on Azure OpenAI Service",{"level":259,"checkedAt":209},"telkomsel-veronika-virtual-assistant",{"title":595,"useCases":596,"organization":599,"vendors":600,"summary":602,"stage":226,"year":364,"channels":603,"languages":604,"metrics":605,"outcomeDisclosed":245,"sources":619,"verification":624,"grade":516,"id":625,"organizationSlug":459},"Vodafone: TOBi virtual assistant across markets",[213,597,598],"device-and-connectivity-troubleshooting-agent","plan-upgrade-and-sales-assistant",{"name":428,"anonymized":221,"country":329,"region":165,"industry":21},[601],{"name":431,"role":362},"TOBi is Vodafone's digital assistant on the website, the My Vodafone app, messaging and telephony, first launched in Italy and extended to 15 language versions. It handles billing questions, contract updates and simple technical troubleshooting, hands over to a live agent with a summary, and during the pandemic made the same sales offers as human agents, such as data boosts and upgrades. Microsoft reports that TOBi now fully resolves 70% of inquiries arriving through digital channels; an earlier Microsoft story quotes Vodafone on a 12% year on year fall in contacts to call centres after launch.",[34,35,37,33],[279,435],[606,611,614],{"kpi":51,"value":607,"unit":233,"qualifier":338,"period":608,"claimant":534,"quote":609,"sourceUrl":610},70,"inquiries arriving through digital channels","Currently, TOBi handles nearly 45 million customer calls a month, fully resolving 70% of customer inquiries coming through the company’s digital channels.","https://customers.microsoft.com/en-gb/story/1770174778560829849-vodafone-group-azure-telecommunications-en-united-kingdom",{"kpi":52,"value":612,"unit":284,"qualifier":234,"period":613,"claimant":534,"quote":609,"sourceUrl":610},45000000,"per month",{"kpi":538,"value":615,"unit":233,"qualifier":338,"period":616,"claimant":236,"quote":617,"sourceUrl":618},12,"frequency of customer contacts to call centres, year over year after the TOBi launch","Since launching TOBi, we’ve reduced the frequency of customer contacts to call centers by 12 percent year-over-year","https://www.microsoft.com/en/customers/story/838350-vodafone-telecom-azure-cognitive-services",[620,622],{"url":610,"title":621,"publisher":431},"Vodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI",{"url":618,"title":623,"publisher":431},"Vodafone transforms its customer care strategy with digital assistant built on Azure Cognitive Services",{"level":259,"checkedAt":260},"vodafone-tobi-virtual-assistant",{"title":627,"useCases":628,"organization":629,"vendors":632,"summary":634,"stage":226,"year":635,"channels":636,"languages":637,"metrics":638,"outcomeDisclosed":245,"sources":648,"verification":651,"grade":516,"id":652,"organizationSlug":263},"Air India: AI.g generative AI virtual assistant",[494,213],{"name":630,"anonymized":221,"country":631,"region":309,"industry":22},"Air India","IN",[633],{"name":431,"role":362},"Air India launched AI.g in May 2023, a virtual assistant on Azure OpenAI that is integrated with the reservation system and answers questions across 1,300 topic areas including bookings, flight status, baggage, check in, frequent flyer awards and lounge access, and escalates automatically to contact centre staff when it detects the need. The airline says it has kept contact centre call volume flat while its passenger count doubled.",2023,[34,35],[],[639,644],{"kpi":375,"value":640,"unit":233,"qualifier":338,"period":641,"claimant":534,"quote":642,"sourceUrl":643},97,"cumulative, of nearly 4 million queries","To date, AI.g has successfully handled nearly 4 million customer queries, 97% of them with full automation.","https://customers.microsoft.com/en-us/story/1836108400811529412-airindia-azure-ai-search-travel-and-transportation-en-india",{"kpi":52,"value":645,"unit":284,"qualifier":234,"period":646,"claimant":236,"quote":647,"sourceUrl":643},10000,"per day","That's because AI.g is handling about 10,000 a day.",[649],{"url":643,"title":650,"publisher":431},"Air India elevates customer support while saving money with Azure AI, data, and apps",{"level":259,"checkedAt":260},"air-india-aig-virtual-assistant",{"title":654,"useCases":655,"organization":656,"vendors":660,"summary":663,"stage":226,"year":664,"channels":665,"languages":666,"metrics":667,"outcomeDisclosed":245,"sources":674,"verification":678,"grade":516,"id":679,"organizationSlug":263},"Mobily: AI self service agents across eight messaging channels",[356,213,598],{"name":657,"anonymized":221,"country":658,"region":659,"industry":21},"Mobily","SA","middle-east",[661],{"name":662,"role":362},"NiCE Cognigy","Mobily deployed customer facing AI agents on eight channels, including WhatsApp, Twitter and Apple Business Chat, connected to its internal systems. The agents answer billing, balance and data usage questions, change subscriptions, sell add ons, take payments and recharges, and handle feedback and complaints, with a warm handover to a specialist who can take over or hand back. NiCE Cognigy reports that the first response time fell from 20 minutes to about 6 seconds. The deployment was already live in 2022, when the case study described it as conversational AI; the current version presents it as agentic AI.",2022,[36,37],[],[668],{"kpi":53,"value":669,"unit":233,"qualifier":338,"period":670,"baseline":671,"claimant":534,"quote":672,"sourceUrl":673},99.5,"first response time on messaging channels","first response up to 20 minutes before","An AI agent picks up any inquiry in around 6 seconds, reducing first response times significantly from the previous 20 minutes: a 99,5% improvement.","https://www.cognigy.com/en/case-study/mobily",[675],{"url":673,"title":676,"publisher":662,"archivedUrl":677},"Mobily: 99.5% faster response times with Agentic AI","https://web.archive.org/web/20220413151348/https://www.cognigy.com/en/case-study/mobily",{"level":259,"checkedAt":209},"mobily-agentic-ai-self-service",{"title":681,"useCases":682,"organization":683,"vendors":686,"summary":689,"stage":226,"year":690,"channels":691,"languages":693,"metrics":694,"outcomeDisclosed":245,"sources":699,"verification":703,"grade":516,"id":704,"organizationSlug":263},"Lufthansa Group: self service AI agents for rebookings, refunds and alternative flights",[494,213],{"name":684,"anonymized":221,"country":685,"region":165,"industry":22},"Lufthansa Group","DE",[687],{"name":688,"role":362},"Cognigy (NiCE)","During the pandemic, when passengers flooded call centres to change or cancel flights, Lufthansa Group replaced its in house chatbot with a conversational AI platform and built self service AI agents that manage rebookings, check alternative flights, give travel information and process refunds. The agents run on the airline websites and through SMS links that open a self service chat, with multilingual support and real time translation, and are used to absorb peaks such as strikes.",2020,[34,692],"sms",[],[695],{"kpi":52,"value":696,"unit":284,"qualifier":234,"period":89,"claimant":534,"quote":697,"sourceUrl":698},16000000,"By leveraging AI-driven Self-Service Agents, the airline managed to significantly increase its interaction capacity, handling about 16 million conversations throughout the year with AI, with peak days seeing up to 375,000 interactions.","https://www.cognigy.com/en/case-study/lufthansa",[700],{"url":698,"title":701,"publisher":702},"Lufthansa | NiCE Cognigy","Cognigy",{"level":259,"checkedAt":260},"lufthansa-group-self-service-ai-agents",{"title":706,"useCases":707,"organization":708,"vendors":710,"summary":715,"stage":226,"year":690,"channels":716,"languages":717,"metrics":719,"outcomeDisclosed":245,"sources":726,"verification":729,"grade":516,"id":730,"organizationSlug":263},"Vodafone Germany: TOBi on WhatsApp, Apple Business Chat and SMS",[213,597],{"name":709,"anonymized":221,"country":685,"region":165,"industry":21},"Vodafone Germany",[711,713],{"name":712,"role":362},"Genesys",{"name":714,"role":396},"IBM","Vodafone Germany moved its messaging channels into one central team and put the TOBi chatbot in front of every WhatsApp, Apple Business Chat and SMS conversation, with a handover to a human agent on the same screen. TOBi understands more than 230 intents and can classify the photos and screenshots customers send, such as a bill or a router with a flashing red light. Genesys reports that the share of inquiries resolved by AI (which it calls first contact success) rose from 16% at launch to 44%.",[36,37,692],[718],"de",[720],{"kpi":51,"value":721,"unit":233,"qualifier":338,"period":722,"baseline":723,"claimant":534,"quote":724,"sourceUrl":725},44,"share of messaging inquiries resolved by TOBi without a human","16% at launch","44% of inquiries now resolved by AI, up from 16%.","https://www.genesys.com/customer-stories/vodafone",[727],{"url":725,"title":728,"publisher":712},"Vodafone Germany unifies AI-based digital messaging to amplify the customer experience",{"level":259,"checkedAt":209},"vodafone-germany-tobi-messaging",{"title":732,"useCases":733,"organization":734,"vendors":736,"summary":739,"stage":226,"year":740,"channels":741,"languages":742,"metrics":744,"outcomeDisclosed":245,"sources":755,"verification":762,"grade":516,"id":763,"organizationSlug":263},"JetBlue: AI virtual agent and digital messaging support",[494,213],{"name":735,"anonymized":221,"country":222,"region":171,"industry":22},"JetBlue",[737],{"name":738,"role":362},"ASAPP","JetBlue moved its customer support to an AI platform from late 2019, opening messaging channels (Apple Messages for Business, Google Business Messaging, web and app chat, WhatsApp) with Spanish language support, a virtual agent that resolves routine requests and AI assistance for the crewmembers who handle the rest. In a January 2026 conference session published by the vendor, a JetBlue customer support leader described weather disruptions, when passengers ask for their options, and said the conversations crewmembers now handle (rebooking, refunds, alternatives weeks away) are multifaceted, which is why the airline has looked at AI that orchestrates several workflows. The ASAPP speaker in the same session warned against reading containment gains without checking whether customers still have the option to escalate.",2019,[34,35,36,37],[279,743],"es",[745,749],{"kpi":51,"value":232,"unit":233,"qualifier":338,"period":746,"claimant":534,"quote":747,"sourceUrl":748},"May 2023, virtual agent","The integration of virtual agent experiences facilitated streamlined interactions and contributed to a remarkable 36% year-over-year growth in containment, with a 45% containment rate achieved in May 2023.","https://www.asapp.com/case-studies/jetblue",{"kpi":750,"value":751,"unit":752,"qualifier":338,"period":753,"claimant":534,"quote":754,"sourceUrl":748},"hours-saved",73000,"hours","Q1 2023 only (one quarter, not annualized)","In Q1 2023 alone, this AI-driven efficiency translated into significant savings of 73,000 workforce hours.",[756,758],{"url":748,"title":757,"publisher":738},"ASAPP X JetBlue | ASAPP",{"url":759,"title":760,"publisher":738,"date":761},"https://www.asapp.com/blog/what-airlines-like-jetblue-teach-us-about-building-agentic-customer-experience","What airlines like JetBlue teach us about building agentic customer experience","2026-03-10",{"level":259,"checkedAt":260},"jetblue-asapp-digital-customer-support",7,[766,780,794,801],{"kpi":51,"label":767,"unit":233,"aggregate":245,"higherIsBetter":245,"n":764,"nUpTo":768,"median":472,"min":721,"max":559,"byClaimant":769,"vendorOnly":221,"points":772},"Containment rate",0,{"organization":770,"vendor":771,"regulator":768,"independent":768},2,5,[773,774,775,776,777,778,779],{"evidenceId":569,"organization":550,"value":559,"qualifier":234,"claimant":534,"grade":516,"pooled":245},{"evidenceId":625,"organization":428,"value":607,"qualifier":338,"claimant":534,"grade":516,"pooled":245},{"evidenceId":545,"organization":522,"value":531,"qualifier":338,"claimant":534,"grade":516,"pooled":245},{"evidenceId":490,"organization":464,"value":472,"qualifier":234,"claimant":236,"grade":261,"pooled":245},{"evidenceId":262,"organization":220,"value":232,"qualifier":234,"claimant":236,"grade":261,"pooled":245},{"evidenceId":763,"organization":735,"value":232,"qualifier":338,"claimant":534,"grade":516,"pooled":245},{"evidenceId":730,"organization":709,"value":721,"qualifier":338,"claimant":534,"grade":516,"pooled":245},{"kpi":52,"label":781,"unit":284,"aggregate":221,"higherIsBetter":245,"n":84,"nUpTo":782,"median":783,"min":645,"max":289,"byClaimant":784,"vendorOnly":221,"points":786},"Interactions handled",1,9600000,{"organization":785,"vendor":770,"regulator":768,"independent":768},4,[787,788,789,790,791,792,793],{"evidenceId":301,"organization":272,"value":289,"qualifier":290,"claimant":236,"grade":261,"pooled":245},{"evidenceId":625,"organization":428,"value":612,"qualifier":234,"claimant":534,"grade":516,"pooled":245},{"evidenceId":704,"organization":684,"value":696,"qualifier":234,"claimant":534,"grade":516,"pooled":245},{"evidenceId":490,"organization":464,"value":477,"qualifier":234,"claimant":236,"grade":261,"pooled":245},{"evidenceId":423,"organization":391,"value":404,"qualifier":338,"claimant":236,"grade":261,"pooled":245},{"evidenceId":383,"organization":358,"value":369,"qualifier":370,"claimant":236,"grade":261,"pooled":221},{"evidenceId":652,"organization":630,"value":645,"qualifier":234,"claimant":236,"grade":516,"pooled":245},{"kpi":53,"label":795,"unit":233,"aggregate":245,"higherIsBetter":245,"n":770,"nUpTo":768,"median":796,"min":409,"max":669,"byClaimant":797,"vendorOnly":221,"points":798},"Response time reduction",90.75,{"organization":782,"vendor":782,"regulator":768,"independent":768},[799,800],{"evidenceId":679,"organization":657,"value":669,"qualifier":338,"claimant":534,"grade":516,"pooled":245},{"evidenceId":423,"organization":391,"value":409,"qualifier":338,"claimant":236,"grade":261,"pooled":245},{"kpi":55,"label":802,"unit":233,"aggregate":245,"higherIsBetter":245,"n":782,"nUpTo":768,"median":439,"min":439,"max":439,"byClaimant":803,"vendorOnly":221,"points":804},"First contact resolution",{"organization":782,"vendor":768,"regulator":768,"independent":768},[805],{"evidenceId":458,"organization":428,"value":439,"qualifier":338,"claimant":236,"grade":261,"pooled":245},{"low":807,"high":808},900000,3780000,[810,824,848,866,887,910],{"slug":203,"title":811,"shortTitle":812,"definition":813,"status":9,"industries":814,"functions":815,"patterns":817,"audience":38,"autonomy":39,"adoptionStage":40,"segment":41,"evidenceCount":785,"publicEvidenceCount":770,"organizations":819,"bestGrade":261,"headline":821,"lastVerified":209,"indexable":245},"AI agent for account and card servicing","Account and card servicing","An AI agent that resolves routine account and card requests end to end, such as balances, statements, card blocks and replacements, PIN resets and limit changes, across app, web, messaging and phone, and hands anything sensitive or unusual to a human with the full context.",[19,20],[26,816],"operations",[28,29,818,30],"agentic-workflow",[550,820],"DBS Bank",{"kpi":51,"label":767,"unit":233,"n":770,"nUpTo":768,"kind":822,"value":823,"qualifier":234,"claimant":236,"organization":820,"vendorReported":221},"reported",90,{"slug":204,"title":825,"shortTitle":826,"definition":827,"status":9,"industries":828,"functions":832,"patterns":833,"audience":837,"autonomy":838,"adoptionStage":40,"evidenceCount":764,"publicEvidenceCount":771,"organizations":839,"bestGrade":261,"headline":844,"lastVerified":209,"indexable":245},"Real time AI assist for contact centre agents","Live agent assist","A real time copilot for human contact centre agents during a live call or chat: it transcribes the conversation as it happens, surfaces the relevant knowledge and next step, drafts responses, and writes the after call summary and CRM notes, while the agent stays in control of what is said and done.",[18,19,829,21,830,23,831],"insurance","healthcare","technology",[26,816],[834,30,835,836],"speech-analytics","summarization","content-generation","employee-facing","assist",[820,840,841,842,843],"Definity","Oportun","SEB","SIGNAL IDUNA",{"kpi":845,"label":846,"unit":233,"n":770,"nUpTo":768,"kind":822,"value":847,"qualifier":338,"claimant":534,"organization":840,"vendorReported":245},"productivity-gain","Productivity gain",15,{"slug":205,"title":849,"shortTitle":850,"definition":851,"status":9,"industries":852,"functions":853,"patterns":856,"audience":837,"autonomy":857,"adoptionStage":858,"segment":859,"evidenceCount":770,"publicEvidenceCount":770,"organizations":860,"bestGrade":261,"headline":862,"lastVerified":209,"indexable":245},"AI agent for complaints recognition, investigation and response","Complaints handling","An AI agent that recognizes when a customer interaction is a complaint, logs it against the regulatory definition, classifies its root cause and severity, gathers the evidence, drafts the acknowledgement and the response for a human handler to approve, and tracks every statutory deadline until the case is closed.",[18,19,20,829,21],[854,26,855],"case-management","regulatory-compliance",[31,835,836,818,30],"copilot","early-adopters","middle-office",[861,328],"Lloyds Banking Group",{"kpi":863,"label":864,"unit":865,"n":782,"nUpTo":768,"kind":822,"value":771,"qualifier":234,"claimant":236,"organization":861,"vendorReported":221},"time-saved-per-task","Time saved per task","minutes",{"slug":206,"title":867,"shortTitle":868,"definition":869,"status":9,"industries":870,"functions":872,"patterns":873,"audience":875,"autonomy":39,"adoptionStage":40,"segment":875,"evidenceCount":84,"publicEvidenceCount":84,"organizations":876,"bestGrade":261,"headline":883,"lastVerified":209,"indexable":245},"AI for inbound correspondence triage and routing","Correspondence triage and routing","AI that sorts inbound correspondence before anyone answers it: it takes every inbound letter, email, upload and secure message into one intake, identifies what it is, extracts the key fields, links it to the right customer and account, sets priority and routes it to the right team or workflow, replacing the manual sorting desk.",[18,19,829,871],"government",[816,26,854],[31,874,835],"document-processing","back-office",[877,878,879,880,881,882],"Ecclesia Group","Encova Insurance","Loadsure","The Master Trust Bank of Japan","Travelers","U.S. Department of Veterans Affairs",{"kpi":884,"label":885,"unit":233,"n":782,"nUpTo":768,"kind":822,"value":886,"qualifier":338,"claimant":534,"organization":881,"vendorReported":245},"accuracy","Accuracy",91,{"slug":207,"title":888,"shortTitle":889,"definition":890,"status":9,"industries":891,"functions":892,"patterns":895,"audience":38,"autonomy":39,"adoptionStage":40,"evidenceCount":896,"publicEvidenceCount":897,"organizations":898,"bestGrade":261,"headline":908,"lastVerified":209,"indexable":245},"AI assistant for citizen information and government services","Citizen information assistant","An AI assistant that answers residents' and businesses' questions about government services in plain language, grounded only in official guidance with links to the source, points them to the right online service or office, and hands anything personal, urgent or outside its content to a human with the context attached.",[871],[893,26,894],"citizen-services","knowledge-management",[30,28,29,31],11,9,[899,900,901,902,903,904,905,906,907],"Abu Dhabi Government (TAMM)","Driver and Vehicle Licensing Agency","Estonian Information System Authority (RIA)","Foreign, Commonwealth and Development Office","Gemeente Tilburg","Government Digital Service","Government of the City of Buenos Aires","Madrid Destino","Montgomery County Government",{"kpi":884,"label":885,"unit":233,"n":782,"nUpTo":768,"kind":822,"value":909,"qualifier":290,"claimant":236,"organization":902,"vendorReported":221},76,{"slug":208,"title":911,"shortTitle":912,"definition":913,"status":9,"industries":914,"functions":915,"patterns":916,"audience":38,"autonomy":39,"adoptionStage":858,"segment":917,"evidenceCount":84,"publicEvidenceCount":84,"organizations":918,"bestGrade":261,"headline":925,"lastVerified":209,"indexable":245},"AI agent for insurance policy servicing","Policy servicing agent","An AI agent that answers policyholders' coverage questions from their own policy documents and completes routine policy changes and document requests (address and vehicle changes, adding a named driver or item, payment method updates, certificates and proof of cover) across chat, messaging and phone, and hands anything complex or sensitive to a human with the context.",[829],[26,816],[28,29,30,818],"policy-administration",[919,920,921,922,923,924],"LAQO","Lemonade","Nsure.com","Sun Life","Waterdrop","Zurich Insurance (Hong Kong)",{"kpi":51,"label":767,"unit":233,"n":770,"nUpTo":768,"kind":822,"value":376,"qualifier":290,"claimant":236,"organization":920,"vendorReported":221},{"indexable":245,"reasons":927},[],[929,933,938,945,952,956,963,967,974,980,987,993,999,1005,1010,1015,1022,1026,1032,1038,1043,1049,1055,1060,1065,1071,1077,1082,1087,1093,1099,1105,1111,1116],{"id":155,"label":930,"issuer":164,"region":165,"url":166,"description":931,"useCases":932,"indexable":245},"EU AI Act","Regulation (EU) 2024/1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",197,{"id":156,"label":934,"issuer":164,"region":165,"url":935,"description":936,"useCases":937,"indexable":245},"GDPR","https://eur-lex.europa.eu/eli/reg/2016/679/oj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",180,{"id":939,"label":940,"issuer":941,"region":223,"url":942,"description":943,"useCases":944,"indexable":245},"iso-42001","ISO/IEC 42001","ISO and IEC","https://www.iso.org/standard/81230.html","The international management system standard for AI.",110,{"id":946,"label":947,"issuer":948,"region":171,"url":949,"description":950,"useCases":951,"indexable":245},"nist-ai-rmf","NIST AI Risk Management Framework","NIST","https://www.nist.gov/itl/ai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",83,{"id":158,"label":953,"issuer":164,"region":165,"url":954,"description":955,"useCases":531,"indexable":245},"DORA","https://eur-lex.europa.eu/eli/reg/2022/2554/oj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",{"id":957,"label":958,"issuer":959,"region":165,"url":960,"description":961,"useCases":962,"indexable":245},"uk-gdpr","UK GDPR","Information Commissioner's Office","https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/","The UK's version of the GDPR, including rules on solely automated decisions.",64,{"id":157,"label":964,"issuer":176,"region":165,"url":965,"description":966,"useCases":472,"indexable":245},"FCA Consumer Duty","https://www.fca.org.uk/firms/consumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",{"id":968,"label":969,"issuer":970,"region":309,"url":971,"description":972,"useCases":973,"indexable":245},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","https://www.mas.gov.sg/news/media-releases/2025/mas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",36,{"id":159,"label":975,"issuer":976,"region":309,"url":977,"description":978,"useCases":979,"indexable":245},"APRA CPS 230","Australian Prudential Regulation Authority","https://www.apra.gov.au/operational-risk-management","Australian operational risk standard covering critical operations and material service providers.",25,{"id":981,"label":982,"issuer":983,"region":223,"url":984,"description":985,"useCases":986,"indexable":245},"pci-dss","PCI DSS","PCI Security Standards Council","https://www.pcisecuritystandards.org/","Security standard for any system that stores, processes or transmits cardholder data.",20,{"id":988,"label":989,"issuer":990,"region":171,"url":991,"description":992,"useCases":986,"indexable":245},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https://www.federalreserve.gov/boarddocs/srletters/2011/sr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":994,"label":995,"issuer":996,"region":165,"url":997,"description":998,"useCases":241,"indexable":245},"uk-atrs","UK Algorithmic Transparency Recording Standard","UK Government","https://www.gov.uk/government/collections/algorithmic-transparency-recording-standard-hub","Mandatory transparency records for algorithmic tools used by UK central government.",{"id":1000,"label":1001,"issuer":1002,"region":223,"url":1003,"description":1004,"useCases":847,"indexable":245},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https://www.fatf-gafi.org/en/publications/Fatfrecommendations/Fatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",{"id":1006,"label":1007,"issuer":164,"region":165,"url":1008,"description":1009,"useCases":446,"indexable":245},"eu-amlr","EU Anti Money Laundering Regulation","https://eur-lex.europa.eu/eli/reg/2024/1624/oj","Regulation (EU) 2024/1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",{"id":1011,"label":1012,"issuer":164,"region":165,"url":1013,"description":1014,"useCases":446,"indexable":245},"nis2","NIS2 Directive","https://eur-lex.europa.eu/eli/dir/2022/2555/oj","Directive (EU) 2022/2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",{"id":1016,"label":1017,"issuer":1018,"region":171,"url":1019,"description":1020,"useCases":1021,"indexable":245},"us-bsa","Bank Secrecy Act","FinCEN","https://www.fincen.gov/resources/statutes-and-regulations/bank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",13,{"id":160,"label":1023,"issuer":164,"region":165,"url":1024,"description":1025,"useCases":615,"indexable":245},"European Accessibility Act","https://eur-lex.europa.eu/eli/dir/2019/882/oj","Directive (EU) 2019/882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",{"id":1027,"label":1028,"issuer":1029,"region":171,"url":1030,"description":1031,"useCases":615,"indexable":245},"hipaa","HIPAA","US Department of Health and Human Services","https://www.hhs.gov/hipaa/index.html","US rules for the privacy and security of protected health information.",{"id":1033,"label":1034,"issuer":1035,"region":223,"url":1036,"description":1037,"useCases":615,"indexable":245},"telecom-consumer-rules","Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":1039,"label":1040,"issuer":164,"region":165,"url":1041,"description":1042,"useCases":896,"indexable":245},"eecc","European Electronic Communications Code","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",{"id":1044,"label":1045,"issuer":1046,"region":171,"url":1047,"description":1048,"useCases":896,"indexable":245},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts","US consent rules for automated and prerecorded calls and texts; the FCC has confirmed AI generated voices count as artificial voices.",{"id":1050,"label":1051,"issuer":970,"region":309,"url":1052,"description":1053,"useCases":1054,"indexable":245},"mas-notice-626","MAS Notice 626","https://www.mas.gov.sg/regulation/notices/notice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",10,{"id":1056,"label":1057,"issuer":164,"region":165,"url":1058,"description":1059,"useCases":1054,"indexable":245},"mifid-ii","MiFID II","https://eur-lex.europa.eu/eli/dir/2014/65/oj","Directive 2014/65/EU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":1061,"label":1062,"issuer":164,"region":165,"url":1063,"description":1064,"useCases":1054,"indexable":245},"eu-psd2","PSD2","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":1066,"label":1067,"issuer":1068,"region":165,"url":1069,"description":1070,"useCases":897,"indexable":245},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https://www.eba.europa.eu/regulation-and-policy/credit-risk/guidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",{"id":1072,"label":1073,"issuer":170,"region":171,"url":1074,"description":1075,"useCases":1076,"indexable":245},"us-ecoa-reg-b","ECOA and Regulation B","https://www.consumerfinance.gov/rules-policy/regulations/1002/9/","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",8,{"id":1078,"label":1079,"issuer":164,"region":165,"url":1080,"description":1081,"useCases":1076,"indexable":245},"solvency-ii","Solvency II","https://eur-lex.europa.eu/eli/dir/2009/138/oj","Directive 2009/138/EC: risk based capital, governance and model requirements for insurers.",{"id":1083,"label":1084,"issuer":164,"region":165,"url":1085,"description":1086,"useCases":84,"indexable":245},"eu-idd","Insurance Distribution Directive","https://eur-lex.europa.eu/eli/dir/2016/97/oj","Directive (EU) 2016/97: conduct rules for selling insurance, including demands and needs testing and advice.",{"id":1088,"label":1089,"issuer":1090,"region":659,"url":1091,"description":1092,"useCases":771,"indexable":245},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","https://www.centralbank.ae/","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",{"id":1094,"label":1095,"issuer":1096,"region":165,"url":1097,"description":1098,"useCases":785,"indexable":245},"pra-ss1-23","PRA SS1/23 model risk management","Prudential Regulation Authority","https://www.bankofengland.co.uk/prudential-regulation/publication/2023/may/model-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",{"id":1100,"label":1101,"issuer":1102,"region":165,"url":1103,"description":1104,"useCases":785,"indexable":245},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https://www.psr.org.uk/our-work/app-scams/","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":1106,"label":1107,"issuer":1108,"region":309,"url":1109,"description":1110,"useCases":83,"indexable":245},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https://treasury.gov.au/consultation/c2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",{"id":1112,"label":1113,"issuer":164,"region":165,"url":1114,"description":1115,"useCases":83,"indexable":245},"eu-mar","EU Market Abuse Regulation","https://eur-lex.europa.eu/eli/reg/2014/596/oj","Regulation (EU) 596/2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":1117,"label":1118,"issuer":1119,"region":171,"url":1120,"description":1121,"useCases":83,"indexable":245},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https://www.ftc.gov/legal-library/browse/statutes/fair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",1790598294836]