Skip to content

Published 10 Oct 2023· via grantthornton.co.uk· News article

Grant Thornton streamlines internal operations with generative AI platform

Grant Thornton · Professional Services · United Kingdom

Headline result

The source does not publish a single comparable figure. Reported results are listed below.

Summary

Grant Thornton, a leading business and financial advisory firm in the UK, launched GTAssist, an internal generative AI platform, to enhance service quality and operational efficiency. The platform was developed using Microsoft Azure OpenAI, emphasizing secure and responsible AI usage. After a successful pilot, GTAssist was rolled out to 5,000+ employees. It enables natural language queries over both public and internal knowledge sources, making it easier for staff to access firm processes, policies, and procedures. The platform is designed to replicate public generative AI tool features in a private, controlled environment, ensuring security and compliance. Grant Thornton sees this as a strategic move to stay innovative and deliver value to both clients and employees. The launch is part of a broader portfolio of AI-enabled solutions within the firm.

GTAssist demonstrates Grant Thornton's commitment to adopting advanced digital technologies while safeguarding sensitive information and upholding responsible AI practices.

The problem

  1. 01Need for greater internal operational efficiency.
  2. 02Complexity in accessing firm processes, policies, and procedures.
  3. 03Desire to improve anticipation and delivery of client needs.
  4. 04Growing importance of using AI securely and responsibly within professional services.

What they built

  1. 01Developed GTAssist using Microsoft Azure OpenAI.
  2. 02Enabled chatbot functionality for natural language querying of public and internal repositories.
  3. 03Deployed to over 5,000 UK employees after a successful pilot.
  4. 04Designed for secure, private, and responsible AI usage.

Reported results

  1. 01Streamlined access to internal knowledge sources for staff.
  2. 02Improved operational efficiency firmwide.
  3. 03Enhanced firm's ability to support and anticipate client needs.
  4. 04Delivered innovation while ensuring AI security and responsibility.
  • Launched an internal generative AI platform
  • Streamlined access to internal knowledge
  • Improved ability to support client needs
  • Ensured secure and responsible AI use

Source

grantthornton.co.uk

News article · 10 Oct 2023

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

Grant Thornton has 2 deployment records in the library, from 2023 to 2024. It is one of 212 customer service automation deployments, 16 of them in Professional Services. Like 63% of records, its source gives no figure.

Grant Thornton in the library

2 deployment records from Grant Thornton, 2023–2024

  1. Oct 2023This record · Customer service automation
  2. Feb 2024Generative AI Streamlines Compliance for Risk Advisory ClientsRisk assessment

Followed upA newer Grant Thornton record from 2024 is in the library, so the AI program continued after this announcement.

All Grant Thornton records

Same pattern, whole library

One of 212 customer service automation deployments

  • Professional Services accounts for 16 of them (8%), ranking #5 of 12 industries.
  • 23 records of this pattern came before it; 146 have been published since.
  • Only 57 of the 212 put a number on the result (27%).
  • Distinctive claim: Risk & compliance outcomes are reported by only 46 peers (22%).
Provider mix
  • Microsoft54%
  • GCP23%
  • AWS18%
  • IBM2%
Most-used technology
  • Azure OpenAI 47
  • Azure AI 28
  • Amazon Bedrock 22
  • Dynamics 365 19
  • Vertex AI 19
  • Gemini 18

Shares describe this library, not the whole market.

Customer service automation analysis

Results against peers

No figure here. What peers report

Like 63% of records in the library, the source gives no figure. Peers that do quantify similar claims report:

  • Time & speed22 figures, Professional Services · middle half 25%–77%40%median reduction
  • Customer experience50 figures, all industries · middle half 20%–90%28%median increase
  • Risk, reliability & safety13 figures, all industries · middle half 60%–90%70%median reduction

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: supported

A credible source with a named customer, but not the organization's own account.

Named organization
Grant Thornton
Who published the source
A third party (press or analyst)
Deployment status
Production (confidence 95%)
Quantified result
The source reports no figure
Summary checked against source
4 / 5 agreement

Last re-checked 13 Jun 2026.

This record is evidence for

Insight · industryProfessional Services dossierOne of 247 Professional Services deployments. See which patterns dominate there and what they report.Insight · patternCustomer service automation212 deployments share this pattern. See where it is used and how it is built.Trend · momentumSurging pattern34 new deployments in the last six months, against 16 in the six before.

Same pattern, other organizations

All customer service automation deployments
  1. 20 Aug 2026
    Tech & Comms

    Forethought Technologies cuts generative-AI inference costs with Amazon SageMaker

    Forethought Technologies · Customer service automation · AWS

    Forethought Technologies runs a generative AI customer-service suite that powers more than 30 million customer interactions annually. The company migrated ML inference from Amazon EKS to Amazon SageMaker multi-model endpoints, sharing GPU resources across customer-specific models. Forethought uses Amazon SageMaker Serverless Inference for smaller customer-specific classifiers and automated model pipelines.

  2. 20 Aug 2026
    Logistics

    Air Canada Cargo modernizes customer service with Salesforce Service Cloud Voice on Amazon Connect

    Air Canada Cargo · Customer service automation · AWS

    Air Canada Cargo implemented Salesforce Service Cloud Voice (SCV), natively integrated with Amazon Connect, to modernize its contact center. The solution combines voice conversations, digital channels, and CRM data in real time, with call transcription, automatic speech recognition, sentiment analysis, omnichannel routing, IVR and case-management integration, Customer 360 context, and automated metrics and report generation.

  3. 18 Jul 2026
    Finance

    Scaling financial customer service with reliable AI agent

    LähiTapiola Finance · Customer service automation · Microsoft

    LähiTapiola Finance partnered with Siili to build Bobotin, an AI agent in production that automates preparation of customer service responses. The agent retrieves unanswered customer messages, generates response suggestions based on contract terms, previous responses, and industry terminology, and automatically categorizes feedback and complaints. The solution runs on Microsoft Azure and is designed for a regulated financial environment with GDPR and financial-sector compliance requirements.

    AgenticProduction

  4. 14 Jul 2026
    Consumer & Food

    tiket.com: agentic AI assistant for 75,000+ monthly customer interactions using Azure OpenAI & Microsoft Foundry (CRATER)

    tiket.com · Customer service automation · Microsoft

    tiket.com, an Indonesian travel and OTA company, built an in-house agentic AI assistant called CRATER on Microsoft Foundry, Azure OpenAI Service, Microsoft AutoGen, and Foundry AI Guardrails to streamline customer service for bookings, refunds, itinerary changes, and related travel requests. The solution uses multi-agent orchestration, selects models per use case, connects to real-time operational data, and is embedded into a single in-app conversation flow to improve service quality, reliability, and cost efficiency.

    Multi-agentScaled Production

    >75K
    interactions/month · monthly customer interactions handled