Benefits Administration Provider
Public Sector • National
How a custom AI assistant transformed benefits casework, delivering 35% productivity gains and 40% faster decisions for 200,000+ claimants.
Key Results
The Challenge
The benefits provider was handling over 50,000 cases annually, each requiring assessment against complex, frequently-changing policy. Caseworkers spent significant time on policy research, case summarisation, and decision drafting—leaving less time for the judgement work only humans can do.
Decision quality varied across the team, and newer caseworkers took months to become fully productive. The organisation needed a way to augment their workforce without compromising on quality or compliance.
Key challenges identified:
The Solution
We built a custom Copilot using Microsoft Copilot Studio, grounded in the organisation's full policy corpus. The copilot assists caseworkers with policy lookup, case summarisation, and decision drafting—always with audit trails and human oversight.
17 weeks
Discovery to go-live
Copilot Studio
Microsoft ecosystem
Full audit trail
Compliance-ready
Copilot Capabilities
Instant answers to policy questions with source citations, replacing hours of manual research.
One-click summary of case history, evidence, and key dates from across multiple systems.
AI-generated first drafts of decision letters, saving caseworkers significant writing time.
Automated review against common errors and policy requirements before submission.
Project Timeline
Workflow analysis, knowledge audit, success criteria
Policy ingestion, embedding, retrieval optimisation
Copilot Studio build, prompt engineering, integration
User testing, feedback iteration, phased deployment
The Results
“The copilot has become an essential tool for our caseworkers. It doesn't make decisions for them—it gives them the information they need to make better decisions, faster.”Director of Operations
Get Your AI Roadmap to discuss how a custom Copilot could augment your team's capabilities.