Legal & General (L&G) has partnered with Microsoft to deliver an AI-powered customer service platform designed to enhance interactions for both customers and employees.
A multi-year agreement will see the introduction of an AI-powered customer service platform built using Microsoft Dynamics 365 Contact Center, to provide faster, more seamless support to L&G’s 12.4 million customers.
L&G said the platform would empower service teams with a complete, real-time view of each customer’s relationship with the business, with the first phase addressing customers with workplace savings, retail protection policies and annuities. Other product lines are expected to be added in the future.
The AI-powered platform will also analyse conversations to suggest the most relevant next steps and will highlight useful tools to support the conversation, or prompt further outreach via a customer’s preferred channels.
CEO at L&G Retail, Laura Mason, said: “We’re combining our scale with Microsoft’s technology to make life simpler for our teams, give customers more personalised support, and to strengthen our operations.
“This is a significant next step following the progress we’ve already made in using technology to transform service, having recently launched the first fully digitised claims process, cutting average claim times by nearly two weeks, while our pensions app is the highest rated among peers, using digital tools to help people take control of their savings.
“This new collaboration takes that ambition further, using AI to raise the bar while ensuring our teams can tailor support for customers who need us most.”
CEO at Microsoft UK & Ireland, Darren Hardman, added: “This collaboration is a great example of how AI can empower employees, streamline operations, and help organisations better serve their customers.
“By combining L&G Retail’s vision for customer experience with Microsoft’s AI and cloud technologies, we’re enabling teams to deliver more personalised, efficient, and secure support at scale. Together, we’re setting a new standard for customer service in the financial sector.”
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