{"slug":"legal-general-use-aws-ai-to-transform-customer-experience-speed-and-productivity","url":"https://findausecase.com/use-cases/legal-general-use-aws-ai-to-transform-customer-experience-speed-and-productivity","title":"Legal & General use AWS AI to transform Customer Experience, Speed, and Productivity","description":"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.","company":"Legal & General","industry":"Financial Services","country":"United Kingdom","aiCapabilities":["Document Intelligence","Machine Learning"],"technology":["Amazon Textract","Amazon SageMaker"],"deployment":"Unknown","problemStatement":"Legal & General's UK Retail Retirements Division has 5.2 million workplace pension members who send in more than 1 million paper documents a year (about 5,000 pieces daily), each of which must be processed and responded to within a set regulatory SLA period. Its legacy scanning solution limited processing to the number of people handling the documents, and the division wanted a more efficient, scalable and cost-effective process.","solutionApproach":"L&G's UK RRD, with its local AWS team, built a proof of concept using Amazon Textract, then engaged AWS Professional Services to scale it into full production as Docusort, a cloud-focused document management solution. Docusort processes documents with Amazon Textract and Amazon SageMaker, classifying documents, extracting relevant datasets, and pushing that data to backend systems to update customer information.","businessValue":"Using AWS, L&G can now process 1,000 documents concurrently in 30 minutes with a serverless architecture that scales up and down to meet workload, meeting SLA requirements more accurately and consistently, and the division has been able to redeploy five employees, improving business productivity.","evidence":{"band":"high"},"sourceUrl":"https://aws.amazon.com/solutions/case-studies/legal-general/","dates":{"publishedAt":"2026-09-23T05:48:52.343Z","publishedAtSource":"pipeline","updatedAt":"2026-09-23T05:48:52.343Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/legal-general-use-aws-ai-to-transform-customer-experience-speed-and-productivity. Bulk republication requires permission."}