Legal & General has expanded its Microsoft partnership with a three-year deal to deploy Microsoft 365 Copilot to all 10,000 employees and move more workloads to Azure. The agreement builds on earlier AI work that has already raised customer satisfaction scores, signaling a significant investment in technology that directly affects customer support operations.
Copilot for every employee
Under the new agreement, L&G will embed generative AI into everyday tools through Microsoft 365 Copilot. The aim is to reduce administrative tasks, speed up insight generation, and allow staff to focus more on customer needs. The move is designed to improve collaboration and productivity across the organisation.
Cloud modernisation through Azure
L&G is also expanding its use of Microsoft Azure to modernise its technology estate. By moving key platforms to the cloud, the Group will enhance its ability to securely manage and analyse large volumes of data, unlocking new capabilities that support customers. This strengthens the foundation of its digital strategy.
Early results in customer service
The collaboration has already delivered measurable improvements in customer support. L&G's Retail business now provides faster, more streamlined support for more than 12 million customers. Service teams get a real-time view of customer interactions, and AI helps simplify processes. The early results underscore the impact of AI for Customer Support, with the company's DC & Workplace Savings business reporting an eight point year-on-year increase in Net Promoter Score, a common measure of customer satisfaction.
Leadership views
Katie Worgan, Group Chief Operating Officer at L&G, said: "At L&G, we see AI as a powerful enabler of better outcomes for both our customers and our colleagues. This collaboration will move us forward on two fronts: it will help us modernise our technology platforms, and it will embed AI-driven tools across the business. The result will be more efficiency and more consistent customer service."
Darren Hardman, CEO of Microsoft UK & Ireland, added: "AI is the technology that will define the next decade of growth, resilience and customer trust in the UK insurance sector. Legal & General is showing what real ambition looks like, by embedding AI across its entire organisation to transform how it serves millions of customers. By bringing Microsoft 365 Copilot and Azure together at scale, L&G is freeing up its people to spend more time on more important work: understanding and supporting its customers. We're proud to deepen our collaboration and to help L&G build a smarter, more human, more digitally empowered future."
Why this matters for customer support professionals
L&G's investment signals that large financial services firms are putting AI tools directly into the hands of customer support teams. For professionals in the field, this means day-to-day work will likely shift from repetitive administrative tasks toward higher-value customer interactions. Understanding how to work alongside AI, and how tools like Copilot can surface insights from data, will become a core skill. The eight-point NPS jump shows that effective AI support can measurably boost satisfaction-a metric that support leaders can use to build the case for similar investments in their own organisations.
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