{
  "name": "The Enterprise AI Casebook",
  "description": "Real organizations and what they did with AI: what it measurably changed, how strong the evidence is, what went wrong, and how to adapt it in your organization.",
  "url": "https://lucianoayres.com/ai-brief/cases/",
  "curator": "Luciano Ayres",
  "license": {
    "name": "CC BY 4.0",
    "url": "https://creativecommons.org/licenses/by/4.0/"
  },
  "date_modified": "2026-10-25T09:16:36-03:00",
  "cases": [
    {
      "id": "kaiser-permanente-ambient-ai-scribes",
      "url": "https://lucianoayres.com/ai-brief/cases/kaiser-permanente-ambient-ai-scribes/",
      "title": "How Kaiser Permanente Used AI Scribes to Save Physicians Nearly 16,000 Hours of Documentation",
      "organization": "Kaiser Permanente",
      "organization_url": "https://en.wikipedia.org/wiki/Kaiser_Permanente",
      "industries": [
        "healthcare-life-sciences"
      ],
      "function": "operations",
      "outcome_types": [
        "speed",
        "experience"
      ],
      "stage": "scaled",
      "status": "proven",
      "evidence_grade": "B",
      "region": "north-america",
      "year_started": 2023,
      "technology": [
        "assistant",
        "document-processing"
      ],
      "vendors": [],
      "metrics": [
        {
          "label": "Documentation time saved by AI scribe users compared with non-users, October 2023 to December 2024",
          "value": "nearly 16,000 hours",
          "source": "https://divisionofresearch.kaiserpermanente.org/ai-assisted-notetaking-gains-steady-support-from-kaiser-permanente-physicians/"
        },
        {
          "label": "Patient encounters assisted by the AI scribe, October 2023 to December 2024",
          "value": "2,576,627",
          "source": "https://divisionofresearch.kaiserpermanente.org/ai-assisted-notetaking-gains-steady-support-from-kaiser-permanente-physicians/"
        },
        {
          "label": "Physicians who used the AI scribe in the evaluation period",
          "value": "7,260",
          "source": "https://divisionofresearch.kaiserpermanente.org/ai-assisted-notetaking-gains-steady-support-from-kaiser-permanente-physicians/"
        },
        {
          "label": "Surveyed physicians reporting improved overall work satisfaction",
          "value": "82%",
          "source": "https://permanente.org/analysis-ai-scribes-save-physicians-time-improve-patient-interactions-and-work-satisfaction/"
        },
        {
          "label": "Surveyed patients who said their doctor spent less time looking at the computer",
          "value": "47%",
          "source": "https://divisionofresearch.kaiserpermanente.org/ai-assisted-notetaking-gains-steady-support-from-kaiser-permanente-physicians/"
        },
        {
          "label": "Encounters supported since the rollout across Kaiser Permanente",
          "value": "more than 4 million",
          "source": "https://permanente.org/quality-assurance-informs-large-scale-use-of-ambient-ai-clinical-documentation/"
        }
      ],
      "investment": "not disclosed",
      "date_published": "2026-10-25T09:16:36-03:00",
      "date_modified": "2026-10-25T09:16:36-03:00",
      "last_verified": "2026-10-25",
      "sources": [
        {
          "url": "https://divisionofresearch.kaiserpermanente.org/ai-assisted-notetaking-gains-steady-support-from-kaiser-permanente-physicians/",
          "publisher": "Kaiser Permanente Division of Research",
          "published": "2025-04-01",
          "kind": "organization"
        },
        {
          "url": "https://permanente.org/analysis-ai-scribes-save-physicians-time-improve-patient-interactions-and-work-satisfaction/",
          "publisher": "The Permanente Federation",
          "published": "2025-04-07",
          "kind": "organization"
        },
        {
          "url": "https://permanente.org/quality-assurance-informs-large-scale-use-of-ambient-ai-clinical-documentation/",
          "publisher": "The Permanente Federation",
          "published": "2025-03-26",
          "kind": "organization"
        },
        {
          "url": "https://www.ama-assn.org/practice-management/digital-health/ai-scribes-save-15000-hours-and-restore-human-side-medicine",
          "publisher": "American Medical Association",
          "published": "2025-06-11",
          "kind": "press"
        },
        {
          "url": "https://www.medicaleconomics.com/view/take-note-the-ai-scribe-era-is-here",
          "publisher": "Medical Economics",
          "published": "2026-03-30",
          "kind": "press"
        }
      ]
    },
    {
      "id": "uk-government-office-ai-assistant",
      "url": "https://lucianoayres.com/ai-brief/cases/uk-government-office-ai-assistant/",
      "title": "What the UK Government Learned Giving an AI Assistant to 20,000 Civil Servants",
      "organization": "UK Government",
      "organization_url": null,
      "industries": [
        "public-sector"
      ],
      "function": "operations",
      "outcome_types": [
        "speed",
        "experience"
      ],
      "stage": "production",
      "status": "mixed",
      "evidence_grade": "B",
      "region": "europe",
      "year_started": 2024,
      "technology": [
        "assistant"
      ],
      "vendors": [
        "Microsoft"
      ],
      "metrics": [
        {
          "label": "Average time saved per user per day, self-reported, cross-government trial",
          "value": "26 minutes",
          "source": "https://assets.publishing.service.gov.uk/media/683db42bd23a62e5d32680d0/M365_Copilot_Experiment_Findings_Report.pdf"
        },
        {
          "label": "Trial users who would not want to return to working without the tool",
          "value": "82%",
          "source": "https://assets.publishing.service.gov.uk/media/683db42bd23a62e5d32680d0/M365_Copilot_Experiment_Findings_Report.pdf"
        },
        {
          "label": "Trial users not noticing any clear time savings",
          "value": "17%",
          "source": "https://assets.publishing.service.gov.uk/media/683db42bd23a62e5d32680d0/M365_Copilot_Experiment_Findings_Report.pdf"
        },
        {
          "label": "Department for Business and Trade respondents satisfied or very satisfied",
          "value": "72%",
          "source": "https://assets.publishing.service.gov.uk/media/68adbe409e1cebdd2c96a19d/dbt-microsoft-365-copilot-evaluation.pdf"
        },
        {
          "label": "Department for Business and Trade respondents who identified hallucinations",
          "value": "22%",
          "source": "https://assets.publishing.service.gov.uk/media/68adbe409e1cebdd2c96a19d/dbt-microsoft-365-copilot-evaluation.pdf"
        },
        {
          "label": "HMRC Copilot licences in the first phase of its rollout, 2025",
          "value": "32,000",
          "source": "https://www.thinkdigitalpartners.com/news/2025/10/20/hmrc-launches-largest-government-copilot-rollout/"
        }
      ],
      "investment": "not disclosed",
      "date_published": "2026-10-25T09:15:08-03:00",
      "date_modified": "2026-10-25T09:15:08-03:00",
      "last_verified": "2026-10-25",
      "sources": [
        {
          "url": "https://assets.publishing.service.gov.uk/media/683db42bd23a62e5d32680d0/M365_Copilot_Experiment_Findings_Report.pdf",
          "publisher": "Government Digital Service",
          "published": "2025-06-02",
          "kind": "organization"
        },
        {
          "url": "https://assets.publishing.service.gov.uk/media/68adbe409e1cebdd2c96a19d/dbt-microsoft-365-copilot-evaluation.pdf",
          "publisher": "Department for Business and Trade",
          "published": "2025-08-28",
          "kind": "organization"
        },
        {
          "url": "https://www.gov.uk/government/publications/microsoft-365-copilot-pilot-dbt-evaluation-report",
          "publisher": "GOV.UK",
          "published": "2025-08-28",
          "kind": "organization"
        },
        {
          "url": "https://www.thinkdigitalpartners.com/news/2025/10/20/hmrc-launches-largest-government-copilot-rollout/",
          "publisher": "THINK Digital Partners",
          "published": "2025-10-20",
          "kind": "press"
        }
      ]
    },
    {
      "id": "airbnb-test-migration",
      "url": "https://lucianoayres.com/ai-brief/cases/airbnb-test-migration/",
      "title": "How Airbnb Used AI to Finish a 1.5-Year Code Migration in 6 Weeks",
      "organization": "Airbnb",
      "organization_url": "https://en.wikipedia.org/wiki/Airbnb",
      "industries": [
        "retail-consumer"
      ],
      "function": "software-engineering",
      "outcome_types": [
        "speed",
        "cost"
      ],
      "stage": "production",
      "status": "proven",
      "evidence_grade": "B",
      "region": "global",
      "year_started": 2023,
      "technology": [
        "code-generation"
      ],
      "vendors": [],
      "metrics": [
        {
          "label": "Test files migrated",
          "value": "nearly 3,500",
          "source": "https://airbnb.tech/infrastructure/accelerating-large-scale-test-migration-with-llms/"
        },
        {
          "label": "Time to complete, against an estimated 1.5 years by hand",
          "value": "6 weeks",
          "source": "https://airbnb.tech/infrastructure/accelerating-large-scale-test-migration-with-llms/"
        },
        {
          "label": "Files migrated automatically in the first bulk run",
          "value": "75%",
          "source": "https://airbnb.tech/infrastructure/accelerating-large-scale-test-migration-with-llms/"
        },
        {
          "label": "Files migrated automatically after four days of tuning",
          "value": "97%",
          "source": "https://airbnb.tech/infrastructure/accelerating-large-scale-test-migration-with-llms/"
        },
        {
          "label": "Share of engineers' code coauthored with AI, Q1 2026",
          "value": "nearly 60%",
          "source": "https://s26.q4cdn.com/656283129/files/doc_financials/2026/q1/Airbnb_Q1-2026-Shareholder-Letter.pdf"
        }
      ],
      "investment": "not disclosed",
      "date_published": "2026-10-25T09:08:48-03:00",
      "date_modified": "2026-10-25T09:08:48-03:00",
      "last_verified": "2026-10-25",
      "sources": [
        {
          "url": "https://airbnb.tech/infrastructure/accelerating-large-scale-test-migration-with-llms/",
          "publisher": "Airbnb Engineering",
          "published": "2025-03-13",
          "kind": "organization"
        },
        {
          "url": "https://www.infoq.com/news/2025/03/airbnb-llm-test-migration/",
          "publisher": "InfoQ",
          "published": "2025-03-28",
          "kind": "press"
        },
        {
          "url": "https://s26.q4cdn.com/656283129/files/doc_financials/2026/q1/Airbnb_Q1-2026-Shareholder-Letter.pdf",
          "publisher": "Airbnb, Inc.",
          "published": "2026-05-07",
          "kind": "filing"
        }
      ]
    },
    {
      "id": "klarna-customer-service-assistant",
      "url": "https://lucianoayres.com/ai-brief/cases/klarna-customer-service-assistant/",
      "title": "How Klarna Used AI to Handle 80% of Customer Service Chats, and Why It Brought Humans Back",
      "organization": "Klarna",
      "organization_url": "https://en.wikipedia.org/wiki/Klarna",
      "industries": [
        "financial-services"
      ],
      "function": "customer-service",
      "outcome_types": [
        "cost",
        "experience"
      ],
      "stage": "scaled",
      "status": "mixed",
      "evidence_grade": "A",
      "region": "global",
      "year_started": 2023,
      "technology": [
        "assistant"
      ],
      "vendors": [
        "OpenAI"
      ],
      "metrics": [
        {
          "label": "Share of customer service chats handled by the AI assistant in 2025",
          "value": "80%",
          "source": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm"
        },
        {
          "label": "Work equivalent in full-time agents in 2025 (company estimate)",
          "value": "over 850",
          "source": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm"
        },
        {
          "label": "Cost savings in 2025 (company estimate)",
          "value": "$59 million",
          "source": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm"
        },
        {
          "label": "Fall in customer service cost per transaction, Q1 2023 to Q1 2025",
          "value": "40%",
          "source": "https://s205.q4cdn.com/644747736/files/doc_financials/2025/q1/Q1-25-Klarna-Earnings-Release.pdf"
        },
        {
          "label": "Average resolution time of AI-handled chats in 2024",
          "value": "two minutes",
          "source": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm"
        }
      ],
      "investment": "not disclosed",
      "date_published": "2026-10-25T09:08:48-03:00",
      "date_modified": "2026-10-25T09:08:48-03:00",
      "last_verified": "2026-10-25",
      "sources": [
        {
          "url": "https://www.sec.gov/Archives/edgar/data/2003292/000200329226000007/klar-20251231.htm",
          "publisher": "Klarna Group plc",
          "published": "2026-02-26",
          "kind": "filing"
        },
        {
          "url": "https://s205.q4cdn.com/644747736/files/doc_financials/2025/q1/Q1-25-Klarna-Earnings-Release.pdf",
          "publisher": "Klarna",
          "published": "2025-05-19",
          "kind": "filing"
        },
        {
          "url": "https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/",
          "publisher": "Klarna",
          "published": "2024-02-27",
          "kind": "organization"
        },
        {
          "url": "https://www.entrepreneur.com/business-news/klarna-ceo-reverses-course-by-hiring-more-humans-not-ai/491396",
          "publisher": "Entrepreneur",
          "published": "2025-05-09",
          "kind": "press"
        }
      ]
    }
  ]
}