AI use cases in United Kingdom
46 documented implementations
GDS pilots GOV.UK Chat, an AI assistant, with more than 10,000 users, reaching 90% answer accuracy
The UK Government Digital Service ran two public pilots of GOV.UK Chat over 18 months; more than 10,000 users asked 26,000 questions about government services. Answers draw exclusively on guidance published on GOV.UK. GDS reports answer accuracy rising from 76% to 90%, 73% of surveyed app users finding it useful, an 88% answer rate for in-scope questions and an average 10.7 seconds per answer; the latest version uses Amazon Bedrock and Anthropic Claude models.
University of Manchester uses NVIDIA Earth-2 to forecast air pollution across the UK
Manchester physicists applied NVIDIA Earth-2 generative models (CorrDiff, later StormCast) to air quality forecasting. They generated training data from existing chemistry-climate simulations and trained CorrDiff on the Isambard-AI supercomputer using a year of hourly UK pollution data, producing a UK-wide model at 2-3 square km resolution. Training took two days on a single eight-GPU node, and the workflow also runs on an NVIDIA DGX Spark desktop system for inference and smaller training runs.
University of Manchester· United KingdomNVIDIA Earth-2
Capita deploys Microsoft 365 Copilot and employee-built agents, saving 9,000 hours in one month
UK outsourcing firm Capita adopted Microsoft 365 Copilot, growing from a small trial to three thousand licences, and worked with Microsoft's legal teams on EU AI Act compliance. The Microsoft customer story reports that in one month Copilot enabled employees to save 9,000 hours, and that employees have built over 169 no-code agents, including an AskMeAnything search agent over its SharePoint estate.
Capita· United KingdomMicrosoft 365 Copilot · Copilot Agents
Virgin Money's AI Assistant Redi Drives 54% Engagement on Outbound Messages
Virgin Money partnered with Microsoft to build Redi, an AI-powered assistant using Microsoft 365 Copilot and Microsoft Copilot Studio that consolidates multiple virtual assistants into one solution for real-time customer support, proactive outbound messaging such as replacement-card notifications, and intelligent automation. Engagement for these outbound messages sits at around 54%, and of those who engage, 97% complete the journey.
Virgin Money· United KingdomMicrosoft 365 Copilot · Copilot Studio · Microsoft Power AutomateNorthumbria Healthcare NHS Trust Predicts Surgical Risk with Azure Machine Learning
Northumbria Healthcare NHS Foundation Trust surgeons built a machine learning model using 220 input parameters from historical surgical-outcomes data on Azure Machine Learning and its Responsible AI dashboard to produce individualized, explainable patient risk profiles for joint-replacement surgery, helping patients make informed decisions and the Trust place surgical candidates at appropriately specified facilities.
PwC delivers the human-led tech-powered future of auditing with Azure OpenAI Service
PwC is building Next Generation Audit, a $1 billion initiative using Azure OpenAI Service, Azure AI Document Intelligence and Azure AI Search to extract information from unstructured audit documents and compare it against standardized data sources at enterprise scale, aiming to reduce unnecessary audit burden on clients.
PricewaterhouseCoopers (PwC)· United KingdomAzure OpenAI Service · Azure Cosmos DB · Azure Kubernetes Service +4CrossTech Cuts High-Risk Rail Faults 96% with Computer Vision Predictive Maintenance on Google Cloud
UK startup CrossTech built Hubble, an AI computer vision platform that analyzes video captured from trains to detect hazards such as overgrown vegetation, signal obstructions and track ballast issues, running on Google Cloud's Compute Engine, Cloud Run and Vertex AI. Using Vertex AI, CrossTech halved the time to build a first model version to six weeks and cut deployment cycles by 70%. The predictive maintenance has delivered roughly £20 million in annual net maintenance efficiency for customers, reduced unplanned service interruptions by 30%, cut high-risk faults on key lines by 96%, and enabled frontline teams to remediate 6,000 faults.
AMRC Uses IBM Maximo Visual Inspection for AI-Driven Manufacturing Defect Detection
The UK's Advanced Manufacturing Research Centre (AMRC) deployed IBM Maximo Visual Inspection software on an IBM Power Systems AC922 server with FlashSystem storage at its Factory 2050 facility to automate detection of faulty manufactured components, replacing manual light-beam inspection methods. The AI-optimized platform delivers 5 GB/s image-transfer speeds (versus 70 MB/s on prior on-premises infrastructure), trained an accurate vision model from about 500 images in roughly 20 minutes, and delivered a proof-of-concept for a startup customer in 5 days.
Advanced Manufacturing Research Centre (AMRC)· United KingdomIBM Maximo Visual Inspection · IBM Power Systems AC922 · IBM FlashSystem
NHS Grampian uses AI to speed up lung cancer detection in chest X-rays
NHS Grampian's GRACE Project deployed Annalise CXR AI software, which scans chest x-ray images for more than 120 potential issues, to prioritize urgent-suspected-cancer cases for radiologist review across 13 sites, the first use of the algorithm by a UK health board. All images are still manually assessed by radiologists, with AI flagging images that may show signs of lung cancer for more urgent review. The project is finding 12% more treatable cancers and getting 95% of patients through to treatment 30 days faster, even as urgent cancer referrals rose about 50% over five years. NHS Grampian reviews about 70,000 chest x-rays a year, catching roughly 300 previously unknown lung cancers.
NHS Grampian· United KingdomAnnalise CXResure Personalizes Customer Experience Using Machine Learning on AWS
UK insurer esure Group built a cloud-native platform on AWS using Amazon Connect and machine learning models to generate personalized insurance quotes and detect fraud, improving suspected fraud detection to 60% of incidents identified, up from 40% with its previous IT environment.
esure Group· United KingdomAmazon Connect Customer · Amazon S3 · Amazon EKSVodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI
Vodafone enhanced its TOBi virtual assistant with Azure OpenAI Service and built SuperAgent, a conversational AI search tool on Azure AI Foundry and Azure AI Search, piloted at its Corso, Italy call center; TOBi now handles nearly 45 million customer calls a month and fully resolves 70% of digital-channel inquiries, cutting average call times by at least a minute.
Vodafone Group· United KingdomAzure · Azure AI Search · Azure AI Studio +2The Met Office Makes Leaps in Last Mile Forecast Generation with Amazon Nova
The UK's Met Office worked with AWS to prototype automated maritime Shipping Forecast text generation using Amazon Nova Pro and a fine-tuned Nova Lite vision-language model, achieving 62% LLM accuracy for complete forecast generation and 83% gale warning accuracy versus forecaster observations, built in four weeks.
Met Office· United KingdomAmazon Nova Foundation Models · Amazon Bedrock · Amazon SageMakerOxford University Hospitals innovate with Microsoft Copilot to deliver efficiencies and improve workforce well-being
Oxford University Hospitals NHS Foundation Trust rolled out Microsoft 365 Copilot to its 18,500 network users, with over a third of users saving one to two hours per week and one meeting-notes workflow cut from 90 minutes to 25 minutes, freeing admin time for frontline care.
Manchester City Council harnesses Microsoft 365 Copilot with Copilot Studio to drive greater service for citizens
Manchester City Council deployed Microsoft 365 Copilot integrated with SharePoint for contact centre knowledge retrieval, cutting new-starter onboarding from one to two weeks down to a single day, and built an AI Foundry automation with partner ANS that classifies pothole severity from citizen-submitted photos.
Giles AI delivers 95% accuracy in data extraction with Vertex AI and Gemini
London-based Giles AI built its giles research assistant on Google Cloud's Vertex AI and Gemini, using Document AI to parse medical literature, achieving 95% accuracy in data extraction, an 85% reduction in time required for clinical research tasks, and a 98% agreement rate between the AI and human researchers.
Improving decision-making to save lives faster
Powys Teaching Health Board (PTHB), which plans NHS services for a quarter of Wales, migrated from a strained on-premises SQL warehouse to the Databricks Data + AI Platform to unify patient, workforce and partner-organization data within a year. The federated lakehouse cut time to build data pipelines by 40%, and staff using the AI-powered Databricks Assistant became 65% more productive answering data questions, while the board is now exploring predictive use cases such as forecasting feature utilization.
NHS England accelerates AI adoption with Microsoft 365 Copilot to improve service delivery and create more time for care
Following the largest healthcare AI trial of its kind globally, which gave more than 30,000 NHS workers across 90 NHS organizations access to Microsoft 365 Copilot and found it saved an average of 43 minutes per staff member per day on administrative tasks (about five weeks per person annually), NHS England is rolling out Microsoft 365 Copilot to 505,000 clinicians and support staff. Ward clerks use it for discharge processes, data analysis, rota building, and bed management; medical secretaries for meeting minutes and templates; and HR, finance, and procurement teams for core administrative functions. The agreement also gives NHS organizations access to Copilot Studio, letting NHS England build agents centrally and individual trusts build custom agents for tasks like reducing help desk burden or accelerating freedom-of-information requests, governed through Agent 365. The deployment follows a 12-month onboarding plan with 200,000 users targeted within the first six months.
NHS England· United KingdomMicrosoft 365 Copilot · Copilot Studio · Agent 365GOSH-led trial of AI-scribe technology shows transformative benefits for patients and clinicians across London
A Great Ormond Street Hospital (GOSH)-led, NHS England-sponsored study tested TORTUS, an ambient voice AI-scribing tool, across nine NHS sites in London including hospitals, GP practices, mental health services, and ambulance teams, evaluating over 17,000 patient encounters. The AI listens to consultations and drafts a clinic note and letter in a template personalized to each clinician's style, using generative AI, with clinicians reviewing and editing every note before it is saved to the patient record; the AI performs no clinical decision-making. Results showed a 23.5% increase in direct patient interaction time, an 8.2% reduction in overall appointment length, a 13.4% increase in patients seen per shift in A&E, and a 35% reduction in clinicians feeling overwhelmed by notetaking, with 92% of patients consenting to its use. At St George's University Hospital, time to complete the initial A&E patient note halved; economic modeling by York Health Economics Consortium estimated that national scaling to England's 11,055 A&E clinicians could yield 9,259 extra A&E consultations daily, saving GBP 176 million in documentation time and unlocking GBP 658 million in capacity annually.
Great Ormond Street Hospital / NHS England· United KingdomTORTUSLloyds Banking Group cuts mortgage income verification from days to seconds with ML
Lloyds Banking Group, the UK's largest digital bank, migrated 15 modelling systems from on-premise infrastructure to Google Cloud's Vertex AI (now Agent Platform), giving over 300 data scientists and AI developers scalable machine learning capabilities. In six months the bank ran 80 new ML experiments and launched 18+ GenAI systems into production, including an algorithm that reduces the income verification step in mortgage applications from days to seconds. The migration also cut unplanned ML platform downtime to zero and saved 27 CO2 tonnes of operational emissions.
Glass Futures builds AI-driven digital twin to reinvent glass manufacturing
Glass Futures, based in St Helens, England, built an AI-driven digital twin of its first-in-the-world multi-fuel pilot glass furnace, developed with NVIDIA and the University of Liverpool's Virtual Engineering Centre as part of the AI-GLASS project (£1.5m Innovate UK/Made Smarter UK funding). Using NVIDIA RTX Pro 6000 GPUs and NVIDIA PhysicsNeMo, the digital twin combines real pilot-line sensor data (16 sensor points) with physics-informed neural networks to run over 11,530 calculations simultaneously, accurately predicting glass output and letting manufacturers test new fuels, electric heating and low-carbon alternatives like hydrogen and biofuels before trying them on the real furnace.
Aberdeen City Council saves $3M annually with Microsoft 365 Copilot rollout
Aberdeen City Council in Scotland, an 8,000-employee local government body serving 230,000 residents amid budget cuts and rising demand for health, mental health and housing services, deployed Microsoft 365 Copilot to 700 staff to automate repetitive administrative tasks like meeting minutes, reports, policy documents and translation. The council also piloted a Dynamics 365 telephony/Contact Center solution for personalized resident messaging via Facebook Messenger. The council reports a projected 241% ROI in time savings and productivity, saving an estimated $3 million annually, alongside gains in staff job satisfaction and faster delivery of priority resident services.
Aberdeen City Council· United KingdomMicrosoft 365 Copilot · Dynamics 365 Customer Service · Dynamics 365HM Land Registry automates 95% of supplier invoices with Oracle Intelligent Document Recognition
HM Land Registry, the UK government agency responsible for registering property ownership across England and Wales, implemented Oracle Cloud ERP's Intelligent Document Recognition to automate processing of supplier invoices as part of a broader Oracle Fusion Cloud ERP and HCM rollout connecting finance and HR.
Legal & General use AWS AI to transform Customer Experience, Speed, and Productivity
Legal & General's UK Retail Retirements Division modernized processing of more than 1 million paper pension documents per year by building Docusort, a document management solution using Amazon Textract and Amazon SageMaker to classify documents, extract data and update backend systems. The machine-learning-powered solution now processes 1,000 documents concurrently in 30 minutes, improving regulatory SLA compliance and enabling the division to redeploy five staff to other work.
Legal & General· United KingdomAmazon Textract · Amazon SageMakerPersonalizing the consumer lending experience
Oakbrook Finance, a UK consumer lending fintech, moved to the Databricks Data + AI Platform on Google Cloud to unify data science and analytics for its loan decisioning platform, O6K, replacing a legacy SQL Server Integration Services environment that could not support advanced risk-prediction analytics. The new platform enabled faster development of data science models for personalized lending decisions, projected 14% cost savings over three years, supported two new financial products launched in 12 months, and is forecast to drive a 5% revenue increase from new top-up loans.
Medigold Health uses Azure OpenAI to automate clinical report generation, lifting clinician retention 58%
Medigold Health, a UK occupational health provider serving over 3,500 businesses, migrated to Azure App Service and used Azure OpenAI Service with Azure Cosmos DB and Azure SQL Database to automatically generate medical reports from clinicians' consultation notes in about 15 seconds, down from extensive manual notetaking, dictation and typing. The automation significantly cut clinicians' administrative burden and led to a 58% rise in clinician retention and greater job satisfaction.
Rolls-Royce uses AI turbine blade inspection and engine health monitoring to prevent 400 maintenance events a year
Rolls-Royce uses Microsoft Cloud for Manufacturing, Azure Databricks, and generative AI across engine design, turbine production, and engine health monitoring. Its 'Signature Analyzer' AI/machine learning system inspects turbine blade cooling holes (previously about 2 million inspected manually per month), using machine vibration analysis and generative AI to optimize defect detection, boosting machine utilization 30% and accelerating fault resolution from days to near real time. AI-powered engine health monitoring tracks more than 10,000 engine parameters and detects and prevents around 400 unplanned maintenance events a year, saving millions in repair costs.
NHS Shared Business Services migrates financial systems to Oracle Fusion Cloud
NHS Shared Business Services (NHS SBS) rebuilt the finance and procurement platform for England's National Health Service on Oracle Fusion Cloud ERP and EPM, running on Oracle UK Sovereign Cloud, standardizing some 450 individual finance applications. The organization is using built-in AI capabilities of these cloud applications with the goal of reducing repetitive work and giving staff more time to support frontline services, processing 7.1 million invoices and £355 billion in NHS transactions per year.
PwC applies embedded predictive, generative, and agentic AI to finance processes with Oracle Cloud ERP
PwC deployed Oracle Fusion Cloud ERP across several territories supporting approximately 34,000 employees, using embedded predictive, generative, and agentic AI capabilities to increase productivity, strengthen financial controls, and align planning. PwC also uses the document IO agent in Oracle Cloud ERP to automate document handling across financial processes.
Virgin Atlantic Elevates Travel Experiences with the Databricks Data + AI Platform
Virgin Atlantic unified data across commercial and finance teams on the Databricks Data + AI Platform, using AI/BI Genie for natural language queries and Unity Catalog for governance, reducing booking analysis from weeks to hours.
Virgin Atlantic· United KingdomDatabricks · Agent Bricks · AI/BI +1DEFRA and Natural England Use Databricks to Accelerate Peatland Restoration with AI
DEFRA, working with Natural England and Databricks, uses AI to accelerate peatland mapping across England. Tasks that previously took a week of manual work can now be completed in less than a day, saving weeks or months of effort each year. Automating the mapping of peatlands and restoration features supports protection of habitats that store carbon, support biodiversity, and provide drinking water, advancing nature recovery at a national scale.
Transforming Data Into Member Value: Building a Modern Data Ecosystem
Nationwide Building Society, the UK's largest building society managing £367.9 billion in assets, implemented the Databricks Data + AI Platform in 12 months to consolidate 17 of its 19 data warehouses into a single governed lakehouse on Azure. The platform uses Unity Catalog for governance across more than 5,000 internal users, MLflow for model management, and AI/BI Genie for natural-language queries, supporting personalization, fraud prevention and regulatory reporting for over 24.5 million customers.
Nationwide Building Society· United KingdomUnity Catalog · MLflow · Delta Lake +2NatWest Group Takes on Digital Transformation to Make Home Buying Easier
NatWest Group, a UK banking and financial services company headquartered in Edinburgh serving approximately 19 million people, families, and businesses throughout the UK and Ireland, co-created an AI-powered, cloud-based platform called "Marge" with IBM Consulting. Built with IBM watsonx Assistant technology on IBM Cloud, Marge gives mortgage call center employees real-time digital mortgage support, embedded in NatWest's existing data structures with new data added every minute through content updates and customer interactions. Employees access mortgage policy information by typing keywords into a console while on calls with customers. Since implementing the tool, NatWest saw a 20% improvement in customer Net Promoter Score (a customer loyalty metric) and a 10% decrease in call duration.
ASOS uses Azure AI Foundry to surprise and delight young fashion lovers
UK fashion retailer ASOS used Azure OpenAI Service and Azure AI prompt flow (part of Azure AI Foundry) with ChatGPT language models to build a conversational, AI-powered shopping experience that curates fashion recommendations based on customer preferences and trend data. The team built a working prototype in a few weeks, tested it with 150 internal users plus a sample of real customers with zero safety or security red flags, and verified the absence of jailbreaks during that initial testing; ASOS is confident that Azure AI Content Safety, built into Azure AI Foundry, will play a key role in assuring responsible, top-quality interactions as it moves toward wider customer testing.
ASOS· United KingdomAzure OpenAI Service · Azure AI prompt flow · Azure AI Foundry +1Swindon Borough Council makes public information accessible with an Easy Read generative AI tool built on Amazon Bedrock
Swindon Borough Council, a local authority in England, built an Easy Read solution using Amazon Bedrock to make council documents accessible to residents with learning disabilities, low literacy or cognitive impairment. The generative AI summarizes and simplifies complex text and generates matching images, presenting simplified text alongside images on the page. The council tested the tool on a complex tenancy agreement over 50 pages long and, working with a group of Experts by Experience of a Learning Disability, refined the format based on their feedback. Combined with the council's existing Translate solution, content can be produced in 75 languages. Manually adapting a five-page document into Easy Read format previously cost around £500 and took two weeks; the council can now create an accessible multi-page document for 7-10 pence per page. The council plans to make the tool open source for other councils to use.
Swindon Borough Council· United KingdomAmazon BedrockCity of Edinburgh Council cuts translation costs by 90% using Amazon Translate with AWS Partner City Trax
The City of Edinburgh Council, which provides services to over 500,000 residents including more than one in five who speak English as a second language, worked with AWS Partner City Trax to deploy an AI-powered document translation solution using Amazon Translate inside the council's secure AWS environment, with data residing in the UK to meet public sector data compliance standards. City Trax implemented the solution in 10 days, and within weeks 16 members of the customer services team were using it to translate documents into 75 languages within minutes. The council reduced translation costs from as much as £55 per document to £0.07, saving around £39,000 in fees within 10 months of going live, and cut translation delivery times from one week to 24 hours. Human translators still handle documents relating to legal processes as required by UK law.
City of Edinburgh Council· United KingdomAmazon TranslateAI-Media and ITV Announce Landmark Partnership to Revolutionize Captioning Services
ITV, the UK's largest commercial broadcaster, partnered with AI-Media to deploy its LEXI live automatic captioning solution across ITV's broadcast network, including its 18 regional news variants, using AI-Media's SDI Encoder Pro Cards to deliver captioning as VANC embedded data, plus AI-Media's Alta product for ITVX and other IP video workflows. The shift from a manual regional-news captioning workflow to LEXI's automated system is expected to significantly reduce staffing requirements and costs while enabling more captions, increased reliability and reduced latency; ITV's captioning team continues to develop bespoke topic models to maintain accuracy.
ITV· United KingdomAI-Media LEXI · AI-Media SDI Encoder Pro Cards · AI-Media Alta
Lloyds Banking Group's Pioneering Use of AI at Scale Transforms Employee Experience and Operations
As part of a £4bn technology investment, Lloyds Banking Group rolled out Microsoft 365 Copilot starting with 300 licences via Microsoft's Early Access Program, scaling to a commitment of 40,000 licences by March 2025. A 1,000-strong network of volunteer 'flight-instructors' and weekly 'promptathons' supported adoption, reaching a 93% daily usage rate among licensed colleagues. Nearly 5,000 UK engineers use GitHub Copilot; one team converted 11,000 lines of code across 83 files, cutting a 65-hour task to 30 hours.
Lloyds Banking Group· United KingdomMicrosoft 365 Copilot · GitHub CopilotNewDay lifts generative AI agent-assist accuracy from 60% to over 90%
NewDay, whose contact centre handles 2.5 million calls a year, built NewAssist, a generative AI assistant on Amazon Bedrock using Retrieval Augmented Generation, out of an internal hackathon. Through iterative experiments — including a custom parser for its knowledge base and injecting internal acronyms into prompts — NewDay raised NewAssist's accuracy from below 60% to over 90%, cut the average time to retrieve an answer from 90 seconds to 4 seconds, and rolled it out to over 150 agents, running on serverless AWS infrastructure for under $400 a month.
NewDay· United KingdomAmazon Bedrock · AWS Fargate · AWS Lambda +8UK Solicitors Regulation Authority Approves Garfield.Law as First AI-Driven Law Firm
In May 2025 the UK Solicitors Regulation Authority (SRA) authorised Garfield.Law Ltd, co-founded by Philip Young and Daniel Long, as the first law firm authorised to deliver legal services entirely through AI technology. Garfield operates an AI-powered litigation assistant for small claims debt recovery up to £10,000, guiding users from calculating amounts owed through filing for default judgment, and charges per document rather than hourly. The SRA authorisation included safeguards such as client confidentiality protection, conflict avoidance, user approval at each stage, and controls preventing the AI from proposing case law to address hallucination risk.
Investec bankers save 200 hours a year with Microsoft Copilot for Sales
Investec, an international bank and wealth manager, was the first Microsoft customer to go live in production with Microsoft Copilot for Sales, rolling it out to 900 bankers in the UK. Copilot generates client history summaries and AI-powered email drafts inside Outlook and Teams, saving roughly 200 hours a year across the bank and shaving about 10 seconds off each post-call CRM update. Investec is extending the rollout to 700 bankers in South Africa.
Balfour Beatty invests 7.2 million pounds in Microsoft 365 Copilot and AI 'smart agents' for construction quality checks
Balfour Beatty announced a 7.2 million pound investment in Microsoft 365 Copilot, one of the largest AI investments of its kind in UK construction and infrastructure. Balfour Beatty is also partnering with Microsoft to develop AI-powered 'smart agents' to improve Quality, Health & Safety and Assurance processes; the first trial is on the A9 Dualling: Tomatin to Moy project in Scotland, automating early-stage reviews of Inspection and Test Plans that traditionally took several hours.
Balfour Beatty· United KingdomMicrosoft 365 CopilotLSEG unifies 30 data systems, reducing product development time with Fabric
LSEG, a trusted data partner to 44,000 customers in more than 170 countries, partnered with Microsoft to build a unified data platform on Microsoft Fabric, consolidating 30 systems, 1,200 datasets and 33 petabytes of data. Using Apache Spark on Fabric, Apache Airflow in Fabric, Microsoft Purview and OneLake, LSEG reduced product development timelines for new data products from years to months; onboarding data and creating a new product now happens in months, accelerating launches such as its ESG and Fundamentals data products. LSEG processes around 80,000 files daily on Spark on Fabric, consuming approximately 280,000 capacity units per day, with month-on-month consumption growing more than 50%. The company is also building AI-readiness by hosting Model Context Protocol (MCP)-powered data in OneLake and enabling financial professionals to build custom AI agents via Copilot Studio.
LSEG (London Stock Exchange Group)· United KingdomMicrosoft Fabric · Apache Spark · Apache Airflow +4Southeastern Railway cuts case handling time 10.8% with ServiceNow Now Assist for CSM
Southeastern Railway, working with ServiceNow partner UP3, deployed ServiceNow's Now Assist for CSM to automatically summarize customer chats and cases for its Contact Centre Agents. Since 1 April 2025, Southeastern has routed 27,500 chats to live agents; average case handling time fell by 1 minute 30 seconds, a 10.8% reduction, saving approximately 687.5 hours of agent time (85+ full working days). Southeastern's existing ServiceNow Virtual Agent already handled around a third of customer queries, resolving 80% of those autonomously, with each Virtual Agent interaction 825% more cost-effective than a phone call.
Automation accelerates AstraZeneca's mission to save millions of lives by releasing 20 new medicines by 2030
AstraZeneca partnered with ServiceNow to replace manual research and administrative tasks with the ServiceNow AI Platform as part of its goal to launch 20 new medicines by 2030. A digitized, automated, AI-powered equipment and supplies ordering system on the AskAZ employee portal cut tasks that previously took up to 30 minutes, such as handwritten lab supply orders, down to seconds; more than 60,000 requests across 400+ categories now flow through the platform annually, saving an estimated 30,000+ hours per year. AstraZeneca also built "Onboarding 2.0" on the ServiceNow AI Platform, with personalized portals for new hires; automating roughly 10% of the 50+ hours managers previously spent onboarding each employee is projected to save over 90,000 hours as the company recruits more than 20,000 new employees.
AstraZeneca· United KingdomServiceNow AI Platform · App Engine · Customer Service Management +7Talkmobile: Setting the standard for modern, digital customer service
Talkmobile, a UK-based mobile network operator founded in 2007, has partnered with LivePerson since 2014 on a conversational AI strategy spanning web messaging, social and digital channels, secure forms, and an intelligent routing bot. LivePerson's conversation data analytics let Talkmobile automate common inquiries such as bill payments and account updates on its Ecare platform, while migrating from web chat to asynchronous web messaging in 2022 drove a 60% increase in average monthly volume within six months. Talkmobile now maintains a 92% customer satisfaction score, a Net Promoter Score of 66, and an 89% first contact resolution rate, with agents responding to customers in under one minute using LivePerson's Agent Workspace.
Talkmobile· United KingdomFifth Dimension unlocks insights and intelligence with Google Cloud
Fifth Dimension, founded in 2023, provides an AI platform combining machine learning, predictive analytics and natural language processing to uncover hidden patterns in real estate data, processing over 1TB of data per month by 2025. Facing scalability and cost problems with its original infrastructure, the company adopted Google Cloud, building its ML stack on Vertex AI (running Google Cloud Gemini and Anthropic Claude models), plus Cloud SQL, Cloud Run and Pub/Sub. This scaled processing capacity 50x to handle document-processing surges, supported 6x global client growth across multiple regions, and decreased infrastructure costs by 30% through serverless architecture. Model deployment time dropped from weeks to days, platform engagement tripled in 2025, and annual recurring revenue grew 6x in the same year.
