United KingdomFinance and insurance2026 – ongoingYorkshire Building Society
Penelope, Sam and Alf for complaint handling
Yorkshire estimated 7 minutes saved per complaint summary
Problem
Complaint handlers searched multiple systems and drafted detailed responses.
Approach
Sam summarised complaints, while Penelope drafted final responses. Alf searched policies and previous cases.
Results
7 minutesestimated saving per Sam use, per Microsoft
up to 26 minutessaving per Penelope use, per Microsoft
Takeaway
The savings were estimates per use.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft3 Jul 2026
Microsoft described complaint-handling agents. It gave estimated time savings.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026