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L&G expands Microsoft collaboration to accelerate AI enablement and transform customer experience

Under the new agreement, L&G will continue to deploy Microsoft 365 Copilot to all 10,000 employees globally. Written by Microsoft reporter Published June 16, 2026 Category Financial services Legal & General (L&G) has announced a significant expansion of its relationship with Microsoft, entering a new three-year agreement to support delivery of its digital strategy. This has already provided faster, more seamless support for more than 12 million L&G customers.

Agent or tool
Microsoft 365 Copilot
Topic
Customer Support
Reported on
Case study (Microsoft)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 355 by interest), and one of 122 involving Microsoft 365 Copilot.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Microsoft 365 Copilot or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Microsoft 365 Copilot.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://ukstories.microsoft.com/features/lg-expands-microsoft-collaboration-to…. Our summary is a paraphrase; details are in the source.

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