WTWWillis Towers Watson Public Limited Company

“last July, we introduced our [ Call Note Assist ] tool. Since then, it's been used to summarize over 1.6 million calls in our outsourcing contact center, enabling a 33% reduction in post-call wrap-up time.”

“Colleagues who use our technology sell about 50% more than those who do not. And our client attrition rate drops by half when clients use our tools compared to those who do not.”

“our Affinity team has achieved a 90% reduction in endorsement processing time using AI enhancements. Advancements like these really improve the client experience and make work more efficient for our people. And more meaningfully, we are doing some very important work on our own operating system. During the last half of 2025, we launched 2 pilots, one in North America and in the U.K. During Q1, we added some significant new front enhancements and have now started the global launch of our AI-powered operating system, Neuron.”

“Today, in our existing systems, each single piece of data is entered between 3 and 12x. And of course, each single client transaction will have many hundreds of data points, most entered manually. This will have a sizable impact on speed and accuracy. Neuron has been launched in Cyber North America and property in the U.K., and we have launches in other geographies and other lines planned over the next few quarters.”

“The tools we built at Newfront were heavily used by our team and also used by 1/4 of our clients on a monthly basis. Tactically, we're running 2 tracks in parallel. We're scaling purpose-built agentic products like Coverage Gap analysis, Navigator and Partner Management, and we're driving AI adoption across the workforce.”

“our AI-enabled solutions are gaining scale and generating growth as they deliver better outcomes for clients. For example, in HWC, Rewards AI, which applies generative AI to WTW's proprietary data for compensation benchmarking, now serves over 2,500 client users.”

“our CRB affinity team has used AI to achieve a 90% reduction in endorsement processing time.”

“In the near term, the upside is what we do and similar programs are already producing, workflow automation, delivery center productivity, contact center efficiency, things of that nature. That's in the run rate. In the medium term, the larger opportunity is scaling Newfront's agentic products and driving AI adoption across the workforce. We expect that to compound as adoption deepens. Long term, the most durable benefit isn't really cost reduction at all, right? It's the advantage of combining proprietary data and integrated operating model and an AI-fluent workforce, which we believe is hard to replicate.”

“our teams are also focused on a new area of emerging demand, and it's related to the impact of AI on an organization's work in workforce and total rewards. We're building a really strong pipeline for new offerings in this area. This AI workforce transformation solution, which you heard both Carl and Andrew mentioned in their prepared remarks, is a terrific solution. It features our WorkVue agent, which evaluates the automation potential for all roles across an organization, and we expect to see meaningful growth in this area in the latter part of the year.”

“a multistate midsized health care provider selected us as their health and benefits broker because of WTW's deep health care expertise and cost management approach combined with Newfront's technology capabilities. In another case, a rapidly growing energy client selected us because of Newfront's technology combined with WTW's energy expertise. Additionally, in CRB, the combined expertise of Newfront and the WTW team enabled us to retain the P&C placement for a high-profile AI developer.”

“following 2 successful pilots in the second half of 2025, we're implementing an AI-powered operating system across the business. This accelerates the core technology that we've developed in our broking platform and integrates our risk and analytics modeling tools into our service platforms. The result is radically improved insight on risk and an expedited placement process.”

“several AI tools are being utilized by client-facing teams, like Coverage Gap Analysis, our AI-powered coverage review tool. We are also quickly rolling out Navigator, which centralizes clients' insurance programs in one platform, and Partner Management, our AI-driven third-party insurance compliance tool.”

“In claims, we're rolling out our digital global claims platform that builds on our broader CRB strategy. The platform uses AI and advanced analytics to reduce process complexity, shorten claims life cycles and improve outcomes for our clients.”

“we also introduced some elements of Newfront's proven technology to enhance the front end and add more agentic capabilities, substantially reducing the administrative burden on our people and transforming our ability to serve our clients.”

“Demand for ICT software solutions remains healthy, particularly for Radar, our leading decision engine, where AI-enabled capabilities are increasingly being used to deliver sharper pricing, underwriting and claims insights.”

“we expect many clients to undertake AI workforce transformation projects that we will deliver with our newly developed WorkVue agent, which evaluates the automation potential of all roles across an organization.”

“Our HR AI Assistant Expert was named a 2026 Lighthouse Tech Award winner in the category of practical AI, recognized for delivering measurable efficiency gains and value for HR and Benefits teams.”

“DocLLM, our proprietary AI document ingestion tool, extracts and organizes key terms such as exposures and insurance clauses, significantly streamlining compliance and portfolio oversight.”

“while AI can reduce manual effort, it doesn't reduce the compliance burden of distribution, doesn't change the incentive structure between carriers, brokers and clients, and it doesn't diminish the value of brokers scale and relationships. And this dynamic is not new to our industry. Technology has consistently driven efficiency gains in insurance broking and advisory services over many decades. And through each successive innovation, WTW successfully adapted and continue to deliver organic growth and margin expansion over time. And AI represents just the next phase of this evolution.”

“we're not necessarily going to quantify the impact over the longer term. I called out earlier a couple of places where we think it helps both from the cost side and the revenue side as it relates to the 100 basis points of margin expansion within R&B, technology advances and process efficiencies have always been a core part of that. I think AI is just playing a larger part in that than maybe we had anticipated when we sort of frame that at the end of 2024 at our Investor Day.”

“AI itself is increasing demand. In addition to growing client interest in more sophisticated analytics and advice, including guidance about AI workforce transformation, AI is creating new AI-related risks and amplifying existing risks in cyber and other markets, fueling demand for novel insurance solutions that we believe we are well positioned to create and implement.”

“WTW becomes the intelligence layer for insurance, risk and human capital solutions. Every client interaction will be backed by a large proprietary comprehensive data set surfaced by AI and delivered through an expert who is aligned with client outcomes.”

“Clients are not choosing between human expertise or technology. They expect both. They want trusted advice and a trusted partner to help them navigate the complex environment, adding analytical rigor and sound judgment to the decisions they're facing.”

“Lasting advantage would accrue to scaled platforms that combine data and specialized expertise with AI to supercharge the entire system.”