What challenges did Epiq Global face before AI implementation?

Customer onboarding processes were manual and time-consuming, causing delays in client service. Call center experienced high spikes in volume, leading to long wait times for claimants. Handling mass tort claims for class action lawsuits involved complex, repetitive queries from tens of thousands of claimants. Lack of pre-built integration for the existing call center platform made automation challenging. Employees spent significant time on routine IT support queries and administrative tasks.

What was the impact of the AI solution?

AI agent handled almost 50,000 claimant messages in major class action suits, reducing manual workload. Cut client request response times significantly through automation of onboarding and query resolution. Reduced call center wait times by deflecting repetitive queries to AI agents. Improved employee productivity by streamlining IT support and policy access. Enabled reuse of custom AI agent components across multiple projects and cases.

Source

MicrosoftLive sourceProductionEvidence: Medium65/100

Epiq Automates Customer Onboarding with Microsoft Power Platform

Use case typeLegal onboarding automationUpdated Jun 13, 2026

Epiq Global utilized Microsoft Power Apps and Power Automate to automate its customer onboarding process. The changes significantly reduced complexity in mass tort claim processing, enhanced operational efficiency, and cut response times for client requests.

Organization: Epiq Global
Industry: Legal
Location: Global
Published: April 2025

Reported outcomes

Strategic outcomes

Speed & agilityAutomated customer onboarding and query resolutionNew product / capabilityDeployed AI-driven claimant support agentsEmployee experienceStreamlined internal IT supportScale & capacityHandled large-scale claimant messaging

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Epiq Global
Provider: Microsoft
Maturity: Production
Linked source: Microsoft

The changes significantly reduced complexity in mass tort claim processing, enhanced operational efficiency, and cut response times for client requests

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 5

1Automated Customer Onboarding with Power Apps and Power Automate
2AI-Driven Mass Tort Claim Inquiry Agent using Copilot Studio
3Email-Based Autonomous Customer Query Resolution Agent

Customer onboarding processes were manual and time-consuming, causing delays in client service.
Call center experienced high spikes in volume, leading to long wait times for claimants.
Handling mass tort claims for class action lawsuits involved complex, repetitive queries from tens of thousands of claimants.
Lack of pre-built integration for the existing call center platform made automation challenging.
Employees spent significant time on routine IT support queries and administrative tasks.

Automated customer onboarding using Power Apps and Power Automate.
Deployed Copilot Studio to build AI-driven agents for handling claimant questions and providing generative responses.
Integrated custom handoff adaptor in Copilot Studio for seamless agent-to-human escalation.
Developed an autonomous agent that reads email inquiries, auto-responds, and escalates complex cases to staff.
Deployed an internal IT support AI agent ('Eva') to assist employees in policy lookup, ticketing, and access management.

Technologies

Power Apps Power Automate Microsoft Power Platform

AI agent handled almost 50,000 claimant messages in major class action suits, reducing manual workload.
Cut client request response times significantly through automation of onboarding and query resolution.
Reduced call center wait times by deflecting repetitive queries to AI agents.
Improved employee productivity by streamlining IT support and policy access.
Enabled reuse of custom AI agent components across multiple projects and cases.

Sources & evidence1

Evidence: Medium65/100Evidence strength