BANKING
Meridian — dispute triage
A card-dispute queue running nine days behind. The intake agent reads the claim, pulls the transaction trail and drafts the regulator-ready summary for an analyst to approve.
9d → 4hQueue age
71%Straight through
Case studies
Proof that operating model design matters more than tool choice.
The pattern is consistent. Organisations that align leadership intent, team design, governance, and delivery flow see meaningful gains. Those that treat AI as a tool alone usually end up with pilots, confusion, and more overhead.
HEALTHCARE
Kestrel — prior authorisation
Twelve staff assembling authorisation packets by hand. The agent gathers the clinical evidence, checks it against payer rules, and stops dead on anything ambiguous.
3.1xPackets per day
0Unreviewed sends
LOGISTICS
Northwind — exception desk
Every delayed load used to generate four emails and a phone call. The agent chases the carrier, updates the customer, and wakes a coordinator only when the ETA slips twice.
4,200hSaved per year
-38%Inbound calls
Need the same evidence in your organisation?
Consult Zhi Lee to align leadership, delivery flow, and change design.