United KingdomFinance and insurance2025 – ongoingNationwide Building Society
Customer letter drafting
Nationwide reported cutting customer-letter response times from 45 to 10-15 minutes
Problem
Customer correspondence required lengthy preparation.
Approach
Nationwide used GPT-4 through Azure OpenAI for letters. Humans reviewed outputs.
Results
10-15 minutesaverage response time, previously 45 minutes, per Microsoft
Takeaway
Faster preparation retained human review.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft21 Jan 2025
Microsoft reported that GPT-4 letter generation reduced average response times from 45 to 10-15 minutes. Nationwide required human review of all generative AI output.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026