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brianletort.aiD. Brian Letort, Ph.D.

AI Transformation Library

See how AI changes the work.

105 real-world cases. What changed, what improved, and where people still decide.

CardsTable

12 cases

1–12

CaseIndustryFunctionTypeAI valueBefore → AfterEvidenceOpen
An editorial scene for Klarna contrasts opens an in-app service chat about a refund, return, payment issue, cancellation, dispute, or invoice. with opens a customer-service chat in the klarna app and is met by the ai assistant. in the first-line customer-service errand resolution workflow.KlarnaFinancial servicesCustomer serviceDecision rights movedAverage resolution time: 11 → under 2 minutesHuman decisionAI decisionmixed evidencemixed
An editorial scene for Twenty-eight South-East Queensland long-term care facilities contrasts provides usual care and available psychosocial activities. with participates in an individual non-facilitated 15-minute responsive-robot session three times weekly. in the paro robotic-seal engagement sessions workflow.Twenty-eight South-East Queensland long-term care facilitiesHealthcareCustomer serviceCreator to judgePARO participants were significantly more verbally and visually engaged than plush-toy participants.CreateReviewverified evidenceverified
An editorial scene for Ocado Group / Ocado Retail contrasts retrieves and picks grocery items through the established cfc process. with selects eligible grocery items robotically from the storage grid. in the on-grid robotic pick at luton cfc workflow.Ocado Group / Ocado RetailRetail & consumerCustomer serviceExceptions only227 units per labor hour in FY24, a 9.1% improvement.Handle allExceptionsverified evidenceverified
An editorial scene for Estonian Unemployment Insurance Fund contrasts provides registration information to the estonian unemployment insurance fund. with combines registry events and client changes to refresh employment-prospect assessments regularly. in the ott employment-prospect decision support workflow.Estonian Unemployment Insurance FundGovernment & public servicesCustomer serviceAutonomous + backstopOTT1 achieved over 95% prediction accuracy; OTT2 above 98% remains a 2026 pilot targetManualAutonomousreported evidencereported
An editorial scene for IKEA (Ingka Group) contrasts receive routine customer enquiry with resolve routine customer enquiry in the contact-center reskilling workflow.IKEA (Ingka Group)Retail & consumerCustomer serviceCreator to judge47%CreateReviewmixed evidencemixed
An editorial scene for Justice Connect contrasts selects a legal category from a fixed list, often choosing the wrong area or 'something else'. with describes the legal problem in ordinary language without selecting an area of law. in the free-text legal-problem classification workflow.Justice ConnectGovernment & public servicesCustomer serviceIntake redesigned9% among users offered the classifierFormsDescribereported evidencereported
An editorial scene for Mayo Clinic primary-care practices contrasts order ecgs for routine clinical reasons and evaluate heart failure using usual-care signals. with analyzes routine ecgs and reports high likelihood of low ejection fraction. in the eagle ai-ecg clinical decision support workflow.Mayo Clinic primary-care practicesHealthcareCustomer serviceContinuous decisioning2.1% with clinician access to AI-ECG results; odds ratio 1.32, P=0.007PeriodicContinuousverified evidenceverified
An editorial scene for NHS England stroke networks contrasts acquire ct imaging and wait for local interpretation and sequential specialist consultation. with analyzes ct images and rapidly surfaces features consistent with large-vessel occlusion. in the brainomix e-stroke ai decision support in the thrombectomy pathway workflow.NHS England stroke networksHealthcareCustomer serviceExceptions only79 minutes after deployment, a 62-minute reductionHandle allExceptionsverified evidenceverified
An editorial scene for Octopus Energy contrasts read and draft response to customer email with draft response to customer email (2023) or answer straightforward emails autonomously (2026) in the ai-drafted customer email / arlo assistant workflow.Octopus EnergyEnergy & utilitiesCustomer serviceCreator to judge34%CreateReviewmixed evidencemixed
An editorial scene for Vodafone Germany contrasts handle simple navigation questions and requests that followed fixed decision processes. with interpret complex or vague requests and generate answers from vodafone web and internal product information. in the tobi to supertobi customer-service triage workflow.Vodafone GermanyRetail & consumerCustomer serviceExceptions onlyVodafone reported that SuperTOBi resolved 25% more issues at first contact and independently resolved 74% of all inquiries in under ten seconds.Handle allExceptionsmixed evidencemixed
An editorial scene for Montgomery County, Maryland contrasts calls mc311 and waits for a customer-service representative. with answers information requests and directs residents across covered 311 topics and languages. in the monty conversational assistant for county services workflow.Montgomery County, MarylandGovernment & public servicesCustomer serviceCoordination compressedTwo minutes within two months.SequentialTogetherverified evidenceverified
An editorial scene for Google Research Project Relate contrasts speak, repeat, gesture, or switch to typing when a listener or device does not understand. with records at least 500 phrases to create a personalized recognition model. in the personalized speech recognition for transcription, restatement, and text entry workflow.Google Research Project RelateTechnology & softwareCustomer serviceCreator to judgeTwenty people with communication difficulties completed a Ghana user study; the study identified feasibility but also access, adaptation, support, and accuracy limitationsCreateReviewverified evidenceverified
Curated collections →Evidence methodologyPublication history
Transformations | Brian Letort