210 organizations in 31 countries run these use cases in public. 58% of those 241 deployments disclose a measurable outcome.
Education
An AI assistant that answers students' questions about degree requirements, course selection, prerequisites and majors, grounded in the institution's own catalog and advising documents, so students get quick answers to routine questions and are directed to a human advisor for anything that needs judgment, is time sensitive, or falls outside what the assistant can see.
Deployments
3 public, best grade B
BankingPayments and cards
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.
Deployments
2 public, best grade B
Reported containment rate
about 90%
DBS Bank, organization claim
Real estate
An AI agent that answers rental prospects and residents by chat, text, email and phone for a property manager: it answers questions about apartments and policies, books tours, takes maintenance requests, sends renewal and payment reminders, and hands anything that needs judgment to leasing or service staff.
Deployments
3 public, best grade B
Banking
An AI agent that helps customers with problems at or around ATMs and other self service devices, such as a withdrawal that did not pay out, a retained card, a blocked PIN or finding a working machine with cash, over the app, chat or phone, and that opens and tracks the claim or hands it to a person when it cannot be resolved.
Deployments
1 public, best grade B
Reported satisfaction uplift
150%
NatWest Group, organization claim
Cross industryBanking
A conversational agent that finds the nearest suitable location, checks opening hours and which services it offers, books an in person or video appointment with the right specialist, and records the reason for the visit so staff are prepared. In banking it answers "where is my nearest branch" and books the mortgage or business banker; the same job exists in retail, healthcare and property.
Deployments
4 public, best grade B
BankingPayments and cards
A customer facing AI agent that handles the "I do not recognise this charge" moment: it finds the transaction, separates suspected fraud from merchant disputes and simple confusion, explains the customer's rights and timelines, collects the details and evidence the rules require, and opens a correctly classified dispute case for the operations team.
Deployments
3 public, best grade B
Cross industryBanking
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.
Deployments
2 public, best grade B
Reported time saved per task
about 5 minutes
Lloyds Banking Group, organization claim
Telecommunications
An AI agent that diagnoses and fixes a customer's broadband, mobile, TV or device problem by conversation on the phone or in chat, running line tests and remote resets through the operator's systems, guiding the customer step by step, and booking an engineer or handing over to a technician when the fault needs a person.
Deployments
4 public, best grade B
Median containment rate
70%
3 deployments
Cross industryBanking
A voice and messaging agent that contacts customers in early arrears and answers their inbound calls, takes payments and sets up payment arrangements within preapproved rules, and recognises signs of hardship or vulnerability so those customers go straight to a trained person.
Deployments
2 public, best grade C
Reported cost reduction
75%
SameDay Auto Finance, vendor claim
Cross industryBanking
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.
Deployments
18 public, best grade B
Median containment rate
47%
7 deployments
Insurance
An AI agent that takes the first notice of loss from a policyholder by phone, chat or app, identifies the policy, collects the facts of the incident and the evidence the claim type needs, opens the claim in the claims system and tells the customer what happens next, handing complex, injured or vulnerable claimants to a human handler.
Deployments
5 public, best grade B
Reported accuracy
90%
DOMCURA, vendor claim
Travel and hospitality
An AI agent that tells passengers proactively when their flight is delayed, cancelled or misconnected, explains why, and lets them rebook, request a refund or voucher, or claim care such as meals and hotels in one conversation on app, messaging, web or phone, within the airline's reaccommodation rules and passenger rights, handing complex itineraries and upset customers to a human with the context attached.
Deployments
6 public, best grade B
Reported automation rate
97%
Air India, vendor claim
BankingPayments and cards
A customer facing AI agent that contacts the cardholder as soon as the fraud engine flags a card transaction, in the channel they actually respond to, verifies them, asks whether they made the transaction and acts on the answer: releasing the block so a retry succeeds, or freezing the card and starting the fraud claim.
Deployments
5 public, best grade B
Reported fraud loss reduction
76%
Commonwealth Bank of Australia, organization claim
Insurance
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.
Deployments
6 public, best grade B
Reported containment rate
at least 50%
Lemonade, organization claim
Telecommunications
An AI agent that turns network alarms into a clear picture of which customers are affected by an outage and why, tells them proactively by message, app or phone with a cause and an estimated fix time, answers their questions during the incident, and updates them until service is restored.
Deployments
1 public, best grade B
Cross industryRetail and ecommerce
An AI agent that answers "where is my order", changes delivery details and arranges returns, exchanges and refunds end to end for online and omnichannel shoppers, by reading and writing to the order, carrier and returns systems within the retailer's policy, and hands exceptions such as damaged goods, disputes and upset customers to a person.
Deployments
5 public, best grade B
Reported customer satisfaction
98%
BARK, vendor claim
Cross industryHealthcare
An AI agent that contacts customers about something they already booked or ordered (an appointment, a delivery, a reservation or a service visit) to remind them, confirm attendance and let them cancel or move it in the same conversation, by phone, SMS, WhatsApp or email. It is operational service outreach, not marketing: nothing is sold, and success is measured in kept appointments and reused slots, not in conversion.
Deployments
4 public, best grade B
Logistics and transportation
An AI agent that answers "where is my parcel" and resolves delivery exceptions for parcel carriers and postal operators, such as missed deliveries, redelivery or a change of address or pickup point, delays, customs holds and lost or damaged parcel claims, on chat, messaging and phone, and hands disputes and claims above set limits to a human with the tracking history attached.
Deployments
5 public, best grade B
Reported contact deflection
50%
Evri, organization claim
Healthcare
An AI agent that books, moves and cancels patient appointments by phone and messaging while following the provider's scheduling rules (referral, triage level, clinician and visit type, preparation), confirms and reminds patients in two way conversations, predicts who is likely to miss an appointment, and offers freed slots to patients on the waiting list. Unlike a general branch and appointment booking agent, it writes into the electronic health record and must respect clinical constraints, so anything clinical goes to staff.
Deployments
6 public, best grade B
Reported containment rate
30%
Howard Brown Health, vendor claim
Payments and cardsBanking
An AI agent that initiates and completes payments or purchases on a customer's behalf, within a mandate the customer set in advance (spending caps, allowed merchants or categories, a tokenized credential and rules for when to ask for confirmation), and then confirms and reconciles every transaction it made.
Deployments
7 public, best grade B
BankingPayments and cards
A customer facing AI agent for banks and card issuers that picks the offer, reward or loyalty action most relevant to each customer at each moment from their transactions and context, delivers it in the app, in messaging or through a colleague, and helps the customer understand, track and redeem rewards in conversation. Unlike campaign personalization, it works inside the customer's own account and loyalty relationship, one moment at a time.
Deployments
3 public, best grade B
BankingPayments and cards
An AI agent that holds the conversation when a bank reaches out first to change something about the customer's account or products, triggered by an event or a campaign: low balance and fee avoidance alerts, payment and renewal reminders, card activation, dormant account reactivation and offers the customer already qualifies for, over messaging or voice, while the bank's own systems decide who is contacted and why. Reminders about appointments and deliveries the customer booked, and the in app coach the customer opens, are separate use cases.
Deployments
3 public, best grade B
Logistics and transportation
An AI agent on a public transport operator's website, app or messaging channel that answers riders' real time questions ("when is my bus coming", "why is my train delayed") from live service data, takes a structured report when something is wrong on board or at a station, and flags urgent or safety related reports for fast human follow up, in the rider's own language.
Deployments
2 public, best grade C
Telecommunications
An AI agent that explains a customer's telecom bill line by line, in plain language and on any channel, answers why a charge changed or appeared, corrects clear errors within set limits and opens a billing dispute with the evidence attached when a human has to decide.
Deployments
4 public, best grade B
Reported first contact resolution
60%
Vodafone, organization claim
InsuranceTravel and hospitality
An AI agent that helps insured travellers around the clock and in their own language: it answers cover questions, takes claims for delays, cancellations, lost baggage and medical costs, reads the receipts and certificates they upload, settles simple claims within set limits, and connects medical emergencies and complex cases to the assistance team at once.
Deployments
2 public, best grade B
Reported automation rate
up to 70%
Allianz Partners, organization claim
Energy and utilities
An AI agent for energy and water customers that explains bills and tariffs, takes meter readings, sets up or changes payments, and handles move in and move out (final reads, closing one account and opening the next), across phone, messaging, email and the app, while anyone in payment difficulty, in a vulnerable situation or with a complaint is handed to a person.
Deployments
5 public, best grade B
Reported containment rate
75%
Aydem Energy, organization claim
Media and entertainment
A generative AI search and answer tool on a publisher's own site or app that answers readers' questions only from that publisher's published journalism and archive, cites the articles it used, and declines to answer when its own reporting does not cover the question.
Deployments
3 public, best grade B
Telecommunications
An AI assistant that serves business customers of a telecom operator and the sellers who look after them: it answers product, pricing and contract questions, prepares configurations and quotes for connectivity, mobile fleets and devices, drafts responses to tenders, and handles routine service requests and fault tickets, with a sales or service specialist approving anything binding.
Deployments
5 public, best grade B
Reported containment rate
70%
SoftBank Corp., organization claim
Government and public sector
An AI assistant that helps people understand which public benefits and grants may apply to them, explains the rules and documents in plain language, guides them through the application and checks it for completeness, while the eligibility decision stays with the agency's rules and caseworkers.
Deployments
7 public, best grade B
Reported accuracy
97%
Department for Work and Pensions, organization claim
Government and public sector
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.
Deployments
9 public, best grade B
Reported accuracy
at least 76%
Foreign, Commonwealth and Development Office, organization claim
BankingPayments and cards
A conversational assistant inside the corporate banking portal, app and messaging channels that answers finance and treasury teams' servicing questions, such as payment status, balances, cut off times, fees and how to submit an instruction, resolves routine requests end to end and hands the rest to a service specialist who has an AI copilot.
Deployments
2 public, best grade B
Reported contact deflection
16%
Bank of America, organization claim
Cross industryBanking
An AI assistant on a developer portal and in its documentation that answers integration questions, recommends the right endpoints, helps debug connections and generates sample calls, grounded in the API catalogue, reference docs and test material, so clients and partners integrate faster with fewer support tickets.
Deployments
4 public, best grade B
Reported contact deflection
30%
Mapbox, organization claim
BankingPayments and cards
A customer facing AI assistant that guides a new applicant, a person or a small merchant, through a digital account, card or relationship application: it collects and checks identity and supporting documents, orchestrates the know your customer and anti money laundering checks, prefills what it can and sends only the unclear cases to a human reviewer with a summary. The ownership research for complex corporate clients is a separate back office job.
Deployments
3 public, best grade C
Reported productivity gain
30x
M-DAQ Global, vendor claim
Wealth and asset managementBanking
An AI assistant that turns a client's goals into projections and what if scenarios using a rules based planning engine, explains the trade offs in plain language and prepares the plan for an advisor to validate, with every assumption disclosed and reproducible.
Deployments
2 public, best grade B
Education
An AI assistant that answers admitted and current students' questions about admissions, financial aid, registration, housing and deadlines by text message and web chat, sends timely reminders for the tasks each student still has to complete, and hands personal or complex cases to staff.
Deployments
3 public, best grade B
Government and public sector
An AI assistant that answers taxpayers' questions about taxes, deadlines, refunds and payments, lets authenticated taxpayers check their status or set up a payment plan within set rules, and guides them through filing, while assessments, penalties and disputes stay with the tax authority's staff and systems.
Deployments
4 public, best grade B
Reported accuracy
83%
HM Revenue and Customs, organization claim
Telecommunications
An AI assistant that takes a new or existing customer from order to a working service: it collects and checks the order details, guides number porting, eSIM download or SIM activation and installation appointments, tracks the order and fixes or escalates the step that is stuck, on messaging, app, web or phone.
Deployments
3 public, best grade B
Reported automation rate
76%
Singtel, organization claim
Telecommunications
An AI assistant that helps existing and prospective customers choose, compare and buy the right mobile, broadband or TV plan, device or extra, in the app, in messaging, on the phone or through a human advisor, using the customer's usage and eligibility and the operator's current offers, and that completes the order or passes a ready quote to a person.
Deployments
9 public, best grade B
Reported conversion uplift
75%
Telenet, vendor claim
Telecommunications
An AI assistant for telecom shops that gives store associates quick, sourced answers on plans, promotions, devices and the customer's account during the conversation, and that can also greet and serve customers directly on an in store screen or kiosk, sometimes as a digital human, handing them to an associate when they are ready to buy or need help.
Deployments
3 public, best grade C
Reported accuracy
95%
Bouygues Telecom, vendor claim
Telecommunications
AI that decides whether a fault needs a site visit at all, predicts what work and parts a job will need, helps plan and update appointments, and gives technicians on site guided diagnosis and instant answers from manuals and past jobs, so more jobs are fixed on the first visit.
Deployments
2 public, best grade B
BankingPayments and cards
An assistant that turns the reason codes of a credit model into an accurate, specific and readable explanation of a decline, reduced limit or repricing for the customer, and a matching internal rationale for the file, without adding any reason the model did not produce.
Deployments
2 public, best grade B
Cross industryBanking
An assistant that lets any employee ask a question in plain language and get a synthesized answer from the organization's own policies, procedures, product manuals and research, with citations to the source documents and only from documents the employee is allowed to see.
Deployments
4 public, best grade B
Banking
An in app AI assistant that the customer opens to understand their own money: it uses the customer's transaction data to explain their spending, forecast upcoming bills and cash flow, set and track savings goals and answer money questions in plain language, staying on the guidance side of the line between guidance and regulated financial advice.
Deployments
6 public, best grade B
Payments and cardsBanking
AI that runs the dispute engine room for issuers, acquirers and merchants: it maps each dispute to the network reason code, gathers the matching evidence, assembles a network compliant chargeback or representment package, drafts the rebuttal, tracks every deadline and processes pre dispute alerts so a refund can be issued before a chargeback lands.
Deployments
2 public, best grade B
Cross industryBanking
AI that reads the free text of complaints across all channels, clusters them into themes, separates systemic causes from one off events, links each theme to the product, process or control behind it and routes the insight to the owner who can fix it, with a human validating every root cause and every remediation.
Deployments
3 public, best grade B
Cross industryBanking
AI that drafts the letters and notices operations must send at scale, such as arrears notices, decline letters, complaint responses, servicing confirmations and product change notices, from case data and approved templates and clauses, in the customer's language, for a person to approve where the notice is regulated.
Deployments
5 public, best grade B
Reported cycle time reduction
25%
SS&C GIDS and RS, vendor claim
Cross industryBanking
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.
Deployments
6 public, best grade B
Reported accuracy
91%
Travelers, vendor claim
Insurance
AI that prepares and runs the renewal cycle: it digitizes renewal submissions and changes in risk for underwriters, flags policies at risk of lapsing or leaving, prepares the renewal conversation and answers customers' renewal questions, while renewal prices stay governed by the insurer's pricing rules and fair value obligations.
Deployments
3 public, best grade B
Government and public sector
An AI agent on a city's 311 style phone, chat and messaging channels that answers routine municipal questions, takes service requests such as potholes, missed collections or broken street lights with the right location and details, creates the case in the work order system and routes anything urgent or complex to the right team.
Deployments
7 public, best grade B
Reported accuracy
80%
City of Kelowna, vendor claim
BankingPayments and cards
AI that works the payments that fall out of straight through processing: it reads the failure, repairs or enriches the message, drafts the ISO 20022 or SWIFT investigation, chases the counterparty bank and proposes a return, recall or correction, while an operator approves anything that moves money.
Deployments
2 public, best grade B
Reported automation rate
at least 10%
BNY, organization claim
Cross industryGovernment and public sector
AI that drafts knowledge base articles from resolved tickets, cases and conversations, detects questions the knowledge base does not answer and articles that are outdated or contradict each other, and proposes new or revised articles for a knowledge owner to review and publish.
Deployments
4 public, best grade B
Telecommunications
AI for telecom operators that scores each subscriber's risk of leaving from usage, service, billing and contact signals, explains the likely reason, and chooses the next best retention action, such as fixing a problem, adjusting a plan or making an offer, delivered through the app, messaging, an agent or an advisor within approved offer budgets.
Deployments
4 public, best grade B
Reported churn reduction
20%
Telenet, vendor claim
Cross industryRetail and ecommerce
AI that reads every piece of free text customer feedback, such as survey verbatims, NPS comments, reviews, social posts, chat and call transcripts, and turns it into themes, sentiment, drivers and suggested actions that a named owner can act on, so the organization hears all of its customers instead of a sample.
Deployments
5 public, best grade B
Reported accuracy
84%
SBF Group, vendor claim
Wealth and asset managementBanking
AI that drafts each client's periodic portfolio commentary and report narrative (performance, attribution, what drove returns, positioning and outlook) in plain language and in the client's language, where every figure comes from the portfolio system of record and a reviewer approves the text before delivery.
Deployments
2 public, best grade C
BankingReal estate
A customer facing assistant that answers home loan questions (rates, loan to value, fees, the documents needed), runs indicative affordability and borrowing estimates from the bank's published rules, and books the customer with a mortgage specialist, grounded in the bank's current, versioned product and policy documents.
Deployments
3 public, best grade C
Wealth and asset managementBanking
A conversational assistant that answers a wealth advisor's or relationship manager's questions in seconds from the firm's own research, house view, product documentation and policies, with every answer linked to the source document so the advisor can check it before using it with a client.
Deployments
6 public, best grade B
Cross industryBanking
Automated quality assurance that transcribes and scores every customer interaction, voice and chat, against the organization's own rubric, checking required disclosures and script adherence, flagging conduct and mis selling risk, and surfacing coaching opportunities, instead of the small sample a human QA team can review.
Deployments
5 public, best grade C
Reported quality score uplift
about 10%
British Gas, vendor claim
Cross industryGovernment and public sector
A copilot for asynchronous service work that drafts the reply to an incoming customer email, message or ticket once it has reached an agent: it summarizes the request, pulls the relevant customer data and approved knowledge, and drafts a reply in the organization's tone and the customer's language for the agent to check, edit and send. Live calls and chats, and the sorting of the inbox itself, are separate use cases.
Deployments
6 public, best grade B
Reported cycle time reduction
about 50%
HYPE, vendor claim
Cross industryBanking
A training simulator in which generative AI plays a realistic customer, by voice or text, so service, sales and crisis staff can rehearse difficult conversations as often as they need before they handle live ones, and receive structured feedback against the organization's own standards.
Deployments
3 public, best grade B
Reported conversion uplift
21%
GoHealth, vendor claim
BankingPayments and cards
AI that talks to the customer when they are about to authorise an instant payment that looks like a scam: it combines the payee check and the risk score, asks targeted questions about the payment in plain language, explains the specific scam pattern, and holds, delays or escalates the payment to a human specialist when the risk stays high. Unlike fraud scoring, which stops payments the customer did not make, it protects customers from payments they are being manipulated into making.
Deployments
6 public, best grade B
Reported detection improvement
300%
Starling Bank, vendor claim
Cross industryRetail and ecommerce
A conversational assistant on a retailer's site or app that answers product questions, compares items and recommends products from the retailer's own catalog for a need, project or occasion described in the shopper's own words, grounded in product data, reviews and stock, and hands the shopper to a basket, a store or a human expert.
Deployments
5 public, best grade B
Reported conversion uplift
3x
Sun & Ski Sports, vendor claim
Telecommunications
AI in the operator's network that protects subscribers from unwanted calls: it analyses incoming calls in real time, blocks known fraudulent calls, and labels suspected scam, spam and spoofed calls on the customer's screen before they answer, so subscribers can decide whether to pick up. Fraud against the operator itself, such as SIM swap or revenue share fraud, is a separate use case.
Deployments
5 public, best grade B
Government and public sector
AI that translates government content, documents and conversations between officials and the public, in writing and in real time speech, so people can use public services in their own language, with human translators and interpreters reviewing what carries legal or safety weight.
Deployments
8 public, best grade B
Travel and hospitality
A customer facing AI assistant that turns an open travel question into a concrete trip by searching live inventory for flights, hotels, rentals, cruises and activities, comparing options and answering questions about the property and the booking, then completes or hands off the booking and supports the traveller with changes and questions before and during the stay.
Deployments
5 public, best grade B
Reported automation rate
30%
Booking.com, organization claim
Education
An AI tutor that works with a student on course material in a conversation, asking questions and giving hints instead of handing over answers, grounded in the course content and set up by the school or teacher, with limits on use and a clear route to a human teacher.
Deployments
3 public, best grade B
Travel and hospitalityMedia and entertainment
A location and context aware AI guide, often spoken, that tells visitors of cities, museums, heritage sites and events the stories behind what is around them and answers their questions in their own language, grounded in the organization's curated content and in the visitor's position or the object they scan.
Deployments
4 public, best grade C
Insurance
A customer facing AI agent that sells insurance directly in a conversation: it asks the rating questions in plain language, explains cover options, returns a price from the insurer's rating engine, handles objections and takes payment to bind the policy, with a licensed human available for advice and anything outside its limits.
Deployments
1 public, best grade B
Banking
A conversational assistant on web, app, messaging or voice that explains loan products, captures the application through dialogue in the customer's language, checks documents and basic eligibility rules, and hands a complete, structured application to origination, without making the credit decision.
Deployments
5 public, best grade C
Automotive
A voice assistant built into the vehicle that uses a large language model to hold a natural conversation with the driver and passengers, controls comfort, navigation and media functions, answers questions about the car and the world, and keeps the vehicle's own commands and data under the car maker's control.
Deployments
3 public, best grade B
Cross industryBanking
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.
Deployments
5 public, best grade B
Reported productivity gain
15%
Definity, vendor claim
