Business function
Back office processing, case handling, payments operations and service fulfilment.
225 organizations in 35 countries run these use cases in public. 61% of those 251 deployments disclose a measurable outcome.
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.
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.
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.
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.
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.
An AI agent that works the fraud alert queue behind the scenes as the analyst's first pass, without contacting the customer: it enriches each alert with customer, device and payment context, closes clear false positives under documented rules, merges duplicates, and routes genuine risk to an analyst with a drafted rationale.
An AI agent that does the coordination work behind moving a truckload: reading an emailed quote request and replying with a price, ranking which loads to show which carriers, matching pickup and delivery details to an open dock appointment slot, and chasing the exceptions, so a broker's or carrier's own staff plan lanes and handle disputes instead of typing quotes and making appointment calls.
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.
An AI agent in Microsoft Teams, Slack or the intranet that takes the high volume IT support queue, such as password and MFA resets, account unlocks, VPN, device and software requests, and resolves common requests by acting in the identity and IT service management systems, handing the rest to the right resolver group with the context attached.
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.
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.
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.
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.
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.
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.
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.
An AI scribe that listens, with the patient's consent, to the conversation between a clinician and a patient and drafts the clinical note, and often the letter or after visit summary, for the clinician to review, edit and sign in the health record. It documents; it does not diagnose or decide on treatment.
AI that turns the flood of readings from smart electricity, gas and water meters into usable information: it monitors meter and network health at scale, estimates which appliances drive a household's usage from the meter signal alone, flags unusual consumption, and targets efficiency and electrification programmes at the customers who will benefit most, instead of a utility treating every meter and every customer the same way.
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.
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.
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.
AI that reads structured data and clinical notes in the health record, compares each patient with the inclusion and exclusion criteria of open clinical trials, and gives research staff and treating clinicians a ranked list of likely eligible patients with the evidence for each criterion, so that people confirm eligibility and invite the patient.
An AI powered operations center that predicts patient admissions, discharges and transfers across a hospital or health system, and helps a team of coordinators sitting in one room sequence real time bed assignments, staffing levels and patient moves, so patients get into the right bed faster and existing capacity is used fully without adding beds.
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.
AI in the network operations centre (NOC) that correlates alarms and performance data from radio, transport, core and fixed networks into a small number of probable faults, ranks them by customer impact, proposes the likely root cause and fix from runbooks, vendor documentation and past tickets, and routes the ticket to the right team, while an engineer decides what to change.
A generative AI assistant for the people who run and repair machines in plants, workshops and service centres: it answers fault and procedure questions from equipment manuals, fault reports, shift logs and live machine data, in the technician's language, with links to the sources, so faults are diagnosed faster and expert knowledge is not lost when experienced staff retire.
Decision support in an airline's operations control center that watches the day's operation, predicts where weather, delays, crew limits or technical problems will break the plan, and proposes recovery options across aircraft, crew and passengers, such as retiming flights, swapping aircraft or holding a connection, with the cost and passenger impact of each, for controllers to approve.
Machine learning that forecasts demand for every item in every store or fulfillment center, day by day, from sales history, promotions, prices, weather and local events, and turns the forecast into automatic store and warehouse orders within limits set by planners, who handle the exceptions.
AI that takes documents in any format, such as scanned forms, PDFs, photos, emails and handwritten notes, splits and classifies them, extracts the required fields with a confidence score, validates them against business rules and source systems, and sends only the uncertain cases to a person before the data enters the downstream process.
Generative AI that drafts clinical study reports and other regulated documents, such as protocols, patient materials and submission modules, from the trial's statistical tables, listings and figures and from approved template text, for medical writers to verify, edit and approve before anything is submitted to a regulator.
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.
AI that reads the full document presentation under a letter of credit or collection (bill of lading, commercial invoice, packing list, certificates), extracts and cross checks the data, tests it against the instructions and the ICC rules (for letters of credit, the credit terms, UCP 600 and ISBP), and lists discrepancies by severity with the rule cited, so qualified examiners focus on the genuine exceptions.
AI that executes the servicing requests that land in operations queues, such as address and mandate changes, standing instructions, beneficiary updates, reissues, payoff and reference letters and loan maintenance, by reading the request, checking it against policy and entitlements, and preparing or making the change in core systems under dual control.
AI that continuously predicts a building's heating, cooling and ventilation needs and adjusts setpoints, equipment sequencing and start times in real time through the existing building management system, instead of following fixed schedules, so the building uses less energy without a person retuning it by hand.
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.
AI that reads each new insurance claim and its documents, scores its complexity, cover questions, fraud and recovery signals, sends it to the right handling path and handler, and settles simple, low risk claims end to end within set limits without a person touching them.
AI that reads incoming broker submissions for commercial insurance (emails, applications, schedules of values, loss runs and supplements), extracts the risk data into a structured record, checks clearance and appetite, enriches the risk with internal and third party data and ranks it, so underwriters open a complete, prioritized file instead of an inbox.
AI that moves control testing from periodic samples to continuous, full population assurance: it collects evidence from source systems, maps each artefact to the control it supports, tests every transaction or record against the control's rule, flags exceptions for a human to judge and prepares the risk and control self assessment from incident and loss data for the business to review.
AI that reads what is being shipped (the commercial invoice, the product data and sometimes a photo), proposes the tariff classification code with its reasoning and a confidence score, drafts the customs declaration with value, origin and parties, and sends only uncertain or high risk entries to a licensed customs specialist before filing.
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.
An independent verification layer that recomputes what each fee, FX margin, spread and interest charge should have been under the contract and pricing tables, compares it with what was actually billed, and surfaces overcharges and undercharges account by account for correction, customer remediation and revenue recovery.
AI that reads prior authorization requests, medical claims and appeals with their clinical and billing documents, extracts diagnoses, treatments and costs, checks them against the policy and published clinical criteria, and prepares a summary and recommendation for a clinician or adjudicator, who makes every adverse decision.
AI that helps applicants understand immigration and visa requirements and submit complete applications, and helps immigration staff prepare cases by extracting form data, classifying evidence, routing applications and supporting interviews, while every grant or refusal is decided by an officer against the immigration rules.
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.
AI that turns a flood of monitoring alerts into one probable incident, routes it to the right team, proposes likely root causes and remediation from runbooks and past incidents, and drafts the stakeholder updates and the post incident review, while an engineer authorizes every change.
AI that matches entries across nostro and vostro statements, card and scheme settlement files, the general ledger and suspense accounts, proposes matches and clearing journals, and routes only the genuine breaks to an operator with a plain language explanation.
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.
AI that takes in adverse event reports about medicines, vaccines and devices from calls, emails, forms, literature and partner files, decides whether each is a valid case, flags seriousness, extracts and codes the case data into the safety database format, and routes it to drug safety professionals, who review medical content and regulatory reporting.
Machine learning that spots the early signs of network failure, such as degrading cells, faulty customer equipment, ageing hardware or planned digging near fibre, and triggers a preventive fix, a remote reset or a targeted intervention before customers lose service.
AI that scores each pending securities settlement instruction for its likelihood of failing, names the probable cause (unmatched instruction, wrong settlement details, lack of securities or cash), and helps operations teams work the exceptions and counterparty queries before the intended settlement date, so fewer trades fail and fewer late settlement penalties are paid.
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.
AI that reads a commercial lease, amendment or letter of intent and extracts the key terms, such as parties, dates, rent, escalations, options and renewal notices, into structured data, so a property owner, occupier or brokerage does not retype every clause by hand into its lease administration and portfolio systems.
AI that reads the clinical documentation of an encounter and assigns the diagnosis and procedure codes (such as ICD-10, CPT and HCPCS) needed for billing and reporting, either as suggestions for a certified coder or autonomously for encounters it can code with high confidence, sending the rest to coders with the reasons.
An AI notetaker for wealth advisors that turns a client advice meeting, recorded with the client's consent, into the file note, follow up message and CRM record the firm needs to evidence its advice; unlike a general meeting summarizer, its output becomes part of the regulated client record. It drafts a structured note with the client's goals, circumstances, decisions and action items, and writes it into the CRM once the advisor has approved it.
AI that summarizes internal and operational meetings, such as team, project, board and case meetings: it transcribes an online or in person meeting with the participants' knowledge and produces a summary, decisions and action items with owners and dates for the organizer to check and share. It is the general purpose tool; client advice meetings and sales calls, which feed a regulated record or a sales pipeline, have their own pages.
AI that watches and listens to a broadcaster's or publisher's video and audio archive and generates rich, structured metadata, such as what is shown, who appears, spoken content, on screen text, logos and objects, so that content makers can find and reuse footage through natural language search instead of relying on the sparse, inconsistent tags an archive accumulated by hand over decades.
An AI native research platform that prioritizes disease targets from biological data, generates and optimizes candidate drug molecules computationally, and predicts their properties before a chemist synthesizes and tests them, so a pharmaceutical or biotech company reaches a validated preclinical candidate with far fewer molecules made and tested than a conventional medicinal chemistry program.
An AI agent that runs the operational setup of a corporate client after the due diligence has been approved: it reads mandates, board resolutions and signatory documents, prepares accounts, users, roles and payment entitlements for approval, configures channel access, and chases outstanding items with the client, turning a manual setup that passes between several teams into a tracked, guided flow.
Continuous monitoring of every client portfolio against its mandate or model, which detects drift beyond agreed bands and prepares a tax aware, low turnover rebalancing proposal with its rationale for an advisor or portfolio manager to approve before any trade is placed.
Machine vision and machine learning that inspect freight railcar wheels, bearings and other running gear as trains pass wayside sensors and camera portals at track speed, learn what a healthy wheel or a healthy reading looks like, and flag the ones that need attention before a crack, an overheating bearing or a worn wheel causes a service failure or a derailment.
Machine learning that learns the normal behaviour of industrial and energy equipment from sensor and process data, flags early signs of degradation weeks or months before a failure, and turns them into prioritised maintenance work, so plants and utilities plan repairs instead of reacting to breakdowns.
An AI system that analyzes a medical image immediately after a scan, flags time sensitive findings such as a brain bleed, a stroke causing large vessel occlusion or a pulmonary embolism, and reorders the radiologist's worklist and notifies the care team so the most urgent cases are read and acted on first, while a radiologist confirms every finding before it changes a patient's treatment.
AI that writes and repairs product content at catalog scale: it drafts titles, descriptions and image alt text, and extracts missing attributes such as color, size and material from supplier text and product images, then checks its own output before the content is published to the store and to search engines. A human owns the rules, the quality thresholds and the exceptions.
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.
AI that inspects every unit on a production line, from camera images, sound or machine process data, to find defects, missing parts and wrong variants in real time, and routes the few anomalies it flags to a quality inspector instead of relying on manual sampling at the end of the line.
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.
AI that scores students' essays and short written answers against a rubric, trained on responses scored by human raters, with human raters rescoring a sample of responses and every response the engine is unsure about. In hybrid programmes such as Texas, a human score is the score of record whenever a human scores a response.
AI that screens every trade finance transaction for financial crime risk: it checks parties, vessels and ports against sanctions and watchlists, tests goods descriptions against dual use and controlled goods lists, compares unit prices with benchmarks for over or under invoicing, and reads trade documents and messages for laundering red flags, then prepares a case narrative for a human investigator.
AI that supports emergency call takers and dispatchers during 112 and 911 calls, with live transcription, translation, summaries, location cues and alerts for critical conditions such as cardiac arrest, while the call taker keeps every triage and dispatch decision.
AI, most often an automated valuation model, that estimates a property's market value from comparable sales, property characteristics and location data, and either offers to replace a full appraisal within set limits or gives a professional valuer a first pass estimate, the closest comparable sales and a reliability score, so the valuer's time goes to the properties that need a person's judgment.
AI that transcribes recorded audio and video, such as podcasts, broadcasts, lessons, interviews and hearings, in several languages, separates the speakers and produces timed transcripts, subtitles and captions for a human editor to check, delivered as files for publishing or the archive.
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.
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.
Computed from the 251 public deployments behind these use cases. Numbers update with every checked record.
| KPI | Median | Reported range | Data points | Claimed by |
|---|---|---|---|---|
| Cycle time reduction | 50% | 25% to 95% | 12 | 5 organization, 7 vendor |
| Accuracy | 98% | 42% to 100% | 11 | 6 organization, 5 vendor |
| Containment rate | 71% | 30% to 90% | 10 | 5 organization, 5 vendor |
| Automation rate | 83% | 10% to 99% Not pooled: up to 70% | 8plus 1 up to | 6 organization, 2 vendor |
| Handling time reduction | 50% | 8.2% to 90% Not pooled: up to 5% | 8plus 1 up to | 3 organization, 5 vendor |
| Productivity gain | 40% | 13.4% to 113% | 8 | 3 organization, 5 vendor |
7-Eleven Vietnam, ANZ, HSBC and Lloyds Banking Group, AXIS Capital, Acentra Health, Adelphi University, Admiral Seguros, AdvanceCare, Adventist Health + Rideout, Air India, Albert Heijn, Allianz Partners, Amazon, American Airlines, American International Group, Ancine, Asset Living, Ateme, Audi, Audibel, Austin Peay State University, Australian Broadcasting Corporation, AvalonBay Communities, Aydem Energy, BARK, BMW Group, BNSF Railway, BNY, Baltimore City 911 (Emergency Communications), Banco Santander, Banco Supervielle, Bank of America, Bayer, Bell Canada, Best Buy, British Gas, C.H. Robinson, CNA Financial, Cammeby's International, Centers for Disease Control and Prevention, Centers for Medicare and Medicaid Services, Central Bank, Chicago Transit Authority, Chronopost, Citi, Clearstream, Cleveland Clinic, Coast, Comeen, Commerzbank, Commonwealth Bank of Australia, Comrade Trustee Services, Consolidated Edison (Con Edison), Copenhagen Emergency Medical Services, Cushman & Wakefield, DBS Bank, DHL Express, DPD Deutschland, DPD UK, Definity, Delaware County, Delta Air Lines, Deutsche Telekom, DoorDash, Dubai Electricity and Water Authority, Duke Energy, EDF, ETS, Ecclesia Group, Encova Insurance, Equinix, Equity Residential, Etsy, Euroclear, European Commission, Evri, Fannie Mae, Federal Deposit Insurance Corporation, Federal Emergency Management Agency, First National Bank, Galt Police Department, Generali Global Corporate & Commercial, Georgia State University, Georgia-Pacific, Ginnie Mae, GitHub, Google, Government Digital Service, Great Ormond Street Hospital for Children NHS Foundation Trust, HYPE, Health Resources and Services Administration, Hiscox, Home Office (Visa, Status and Information Services), Howard Brown Health, Humber River Health, IBM, ICICI Lombard, ING, Insilico Medicine, Internal Revenue Service, J.B. Hunt Transport Services, JLL (Jones Lang LaSalle), JPMorgan Chase, JetBlue, Johns Hopkins Medicine, KDDI, Kaiser Permanente, Kinsale Capital Group, Klarna, LAQO, Lemonade, Loadsure, Loyola University Chicago, Lufthansa Group, Madrid Destino, Majid Al Futtaim, Manulife, Markel, Mass General Brigham, Massachusetts Department of Elementary and Secondary Education, Mercari US, Merck & Co., Meta, Microsoft, Mid and South Essex NHS Foundation Trust, Ministry of Justice, Mizuho Financial Group, Montgomery County Government, Morgan Stanley, Morrisons, Mount Sinai Health System, NJ Transit, NatWest Group, National Bank of Greece (Cyprus), Next, Nomad eSIM, Norfolk Southern, Novo Nordisk, Nsure.com, Octopus Energy, One Stop, Openreach, Oportun, Orange, Pacers Sports & Entertainment, Pacific Gas and Electric Company, Paragon Insurance Group, PayPal, Pegasus Airlines, Pegatron, Pension Benefit Guaranty Corporation, Pfizer, PostNL, Pupuk Indonesia, Quilter, Radiotelevisión Española (RTVE), Rand Merchant Bank, Recursion Pharmaceuticals, Reliance Jio, Riverside County Assessor-County Clerk-Recorder, SEB, SIGNAL IDUNA, SS&C Technologies, Sedgwick, Sheba Medical Center, Sheffield Children's NHS Foundation Trust, Shell, SimCorp, Singtel, Skyward Specialty Insurance Group, Softcat, Southern California Gas Company (SoCalGas), Stanbic Bank Uganda, Standard Chartered, State Bank of India, Sun & Ski Sports, Sun Life, Sveriges Television (SVT), Swiss International Air Lines, TD Bank, Telefónica España, Telstra, Texas Education Agency, Textron Aviation, The Master Trust Bank of Japan, Tokio Marine & Nichido Fire Insurance, Trace3, Transportation Security Administration, Travelers, Turing, U.S. Citizenship and Immigration Services, U.S. Department of Labor, U.S. Department of State (Bureau of Consular Affairs), U.S. Department of Veterans Affairs, U.S. Department of the Interior, U.S. Food and Drug Administration, U.S. Food and Drug Administration, Center for Drug Evaluation and Research, U.S. Immigration and Customs Enforcement, US Department of Veterans Affairs, Veterans Health Administration, Uber Freight, Ulta Beauty, UniSuper, United Airlines, United Bank Limited, United Parcel Service, University Hospitals Coventry and Warwickshire NHS Trust, Valuation Office Agency, Vanguard, Verizon, Visa, VitalityHealth, Vituity, Vodafone, Volvo Group, Walmart, Warner Bros. Discovery, Waterdrop, WellSpan Health, Wells Fargo, World Food Programme, Yale Cancer Center, Your Health, ZLS Zoll und Logistikservice GmbH, Zurich Insurance (Hong Kong), eBay, nbn.
