AI pattern
An AI agent that speaks and listens on the phone or another voice channel, with streaming speech recognition and synthesis.
116 organizations in 25 countries run these use cases in public. 63% of those 125 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 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.
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 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.
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.
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.
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.
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.
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.
An AI agent that engages inbound prospects the moment they arrive on the website, chat, messaging or the sales phone line, answers their first questions, qualifies them against the organization's criteria, and books a meeting or hands a ready conversation to the right salesperson, with the context written into the CRM.
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 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.
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 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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Computed from the 125 public deployments behind these use cases. Numbers update with every checked record.
| KPI | Median | Reported range | Data points | Claimed by |
|---|---|---|---|---|
| Containment rate | 66.5% | 20% to 96% | 16 | 8 organization, 8 vendor |
| Accuracy | 83% | 76% to 97% | 6 | 4 organization, 2 vendor |
| Contact deflection | 20% | 5.6% to 73% | 5 | 4 organization, 1 vendor |
| Response time reduction | 87% | 40% to 99.5% | 5 | 2 organization, 3 vendor |
| Satisfaction uplift | 22% | 4% to 150% | 5 | 3 organization, 2 vendor |
| Customer satisfaction | 83% | 50% to 98% | 4 | 1 organization, 3 vendor |
8x8, Absa Bank, Abu Dhabi Government (TAMM), Air India, Airbnb, Allianz Partners, Art Basel, Asset Living, Audibel, AvalonBay Communities, Aydem Energy, BARK, BMW Group, BT Group, Bank of America, Bank of the Philippine Islands, Best Buy, Bloomberg Connects, Capital One, CarMax, Chronopost, City of Kelowna, ClearTax, Comcast, Commonwealth Bank of Australia, DBS Bank, DOMCURA, DPD Deutschland, DPD UK, Day Knight & Associates, Delta Air Lines, Department for Work and Pensions, Driver and Vehicle Licensing Agency, Dubai Electricity and Water Authority, EDF, Equity Residential, Estonian Information System Authority (RIA), Evri, Federal Emergency Management Agency, Federal Student Aid (U.S. Department of Education), Figure, Foreign, Commonwealth and Development Office, Galt Police Department, Gemeente Nissewaard, Gemeente Tilburg, General Insurance Association of Singapore, GoHealth, Government Digital Service, Government of the City of Buenos Aires, HM Revenue and Customs, Hemominas, Hippo, Howard Brown Health, Ingka Group, Internal Revenue Service, JetBlue, Klarna, LAQO, Leeds City Council, Lemonade, Lloyds Banking Group, Loft, London Borough of Barnet, Lufthansa Group, MOGUL.sg, Macquarie Bank, Madrid Destino, Mastercard, Mercedes-Benz Group, Mid and South Essex NHS Foundation Trust, Mobily, Montgomery County Government, NatWest Group, National Gallery Singapore, Newcastle City Council, Next, Nsure.com, Octopus Energy, Oper Credits, Orange France, Pacific Gas and Electric Company, Pegasus Airlines, PostNL, Progressive, Reliance Jio, Revolut, Rio de Janeiro City Data Office (Escritório de Dados), Rocket Mortgage, Région Provence-Alpes-Côte d'Azur (Région Sud), SUSE, Safe Rate, SameDay Auto Finance, Sheffield Children's NHS Foundation Trust, Singtel, Starling Bank, Sun & Ski Sports, Sun Life, T-Mobile, Telenet, Telkomsel, Together Credit Union, Travelers, U.S. Department of Veterans Affairs, United Airlines, University Hospitals Coventry and Warwickshire NHS Trust, Verizon, Virgin Media O2, Visa, Vodafone, Vodafone Germany, Volkswagen, Waterdrop, WellSpan Health, Westpac, YoungWilliams, Zurich Insurance (Hong Kong).
