L&G announces collaboration with Microsoft
Legal & General is collaborating with Microsoft to deliver an AI-powered customer service platform.
The multi-year agreement sees 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.
It will 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 will be added in the future.
Dynamics 365 Contact Center will analyze 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. The platform will also examine the tone and sentiment of calls, helping teams identify and manage customer vulnerabilities and ensuring they provide the best support possible.
The system reduces complexity for employees by consolidating multiple tools and minimizing the need for call transfers, while integrated Copilot will support with administrative tasks, like transcription and case summaries, allowing teams to focus on understanding and interacting with customers to better support their needs. The platform will also allow L&G to scale efficiently as its customer base grows.
“Serving our customers better, through improved technology and simpler processes, is central to delivering our Retail strategy. Our new platform will allow our teams to answer calls more quickly and deal with queries more efficiently, helping us to provide the very best support for customers at every stage of their lives. 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.” – Laura Mason, Chief Executive Officer, Retail, L&G.
“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.” – Darren Hardman, CEO, Microsoft UK & Ireland.
