Legal & General has implemented artificial intelligence to enhance efficiency in responding to adviser customer queries. As part of its strategy to boost protection profits through technology, the company launched a Gen AI chatbot in May 2023. This chatbot is designed for internal use within L&G's group protection business, enabling customer service representatives to quickly access detailed policy information from various documents. Bernie Hickman, CEO of Retail at Legal & General, stated that this implementation aims to improve the effectiveness of customer service by providing instant, accurate responses to broker queries. The chatbot delivers hyperlinks to pertinent information within documents, reducing training time and increasing productivity.