Our work / Case study
AI that handles the admin, so people can make the call
An AI-assisted case-management solution that cut manual case-handling effort by around 45%, without taking the decision away from the professionals.
The problem
Case-management teams were spending a large part of their time on preparation: reading correspondence, working through case histories, reviewing supporting information and piecing together timelines. Only then could they start the part of the job that needed their professional judgement.
Our approach
We led the implementation of an AI-assisted case-management solution designed around one principle:
Use AI to remove the administration surrounding a professional decision, not the professional making it.
The AI analyses, organises and presents the case information, so the person handling the case gets to a clear picture of it faster. The judgement, and the decision, stay with them.
The result
- Around 45% less manual case-handling effort.
- Less time spent processing information, and faster understanding of complex cases.
- More capacity for professional judgement and decision-making, the work the team is actually there to do.
Work covered: artificial intelligence, case management and workflow automation.
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