The University of Liverpool has launched a Knowledge Transfer Partnership (KTP) with Carpenters Group, the UK’s leading provider of insurance and legal services.
This three-year project, supported through the UK Research and Innovation (UKRI) Knowledge Transfer Partnership program and co-funded by UKRI and Carpenters Group, will leverage the university’s expertise in artificial intelligence (AI) and data science to transform the way cases are triaged, allocated and processed. The total cost of the project is £327,000.
The primary goal of this partnership is to develop an intelligent case assignment tool that combines multiple AI techniques with historical and real-time case data to ensure cases are routed to the right team the first time, every time. This innovation aims to improve the customer experience, support employee health and improve operational efficiency.
This project also lays the foundation for the future combined use of generative and explainable AI technologies across legal case processing, helping to create seamless and automated triage systems.
Dr Jordan Robinson, a graduate of the University of Liverpool, has been appointed as a KTP Associate on this project. Working as an AI engineer and data scientist, he will lead the development and implementation of an intelligent case assignment system, with support from experts from both the university and Carpenters Group. The academic lead for the project is Professor Katie Atkinson, Vice-Chancellor and Artificial Intelligence expert at the University of Liverpool, who works closely with the Carpenters Group project team, alongside Dr Procheta Sen from the School of Computer Science and Informatics, who completes the academic team with significant expertise in natural language processing.
Professor Atkinson said: “We are delighted to partner with Carpenters Group on this innovative project. By combining our expertise in AI and machine learning with Carpenters’ industry knowledge, we aim to develop an intelligent case allocation system that increases efficiency, improves customer experience and supports future innovation in legal services.”
Darren Hall, Chief Operating Officer at Carpenters Group, said: “To provide the best possible service to our clients and customers, it’s important to ensure that cases reach the right team the first time. Working with the University of Liverpool will give us access to world-leading AI expertise, allowing us to transform our case allocation processes, improve operational efficiency and create stronger experiences for both our customers and colleagues.”
The project will begin in March 2026 and is expected to further reduce complaint resolution times, improve operational performance and increase customer satisfaction, while freeing up employees to focus on higher-value activities. By reducing the number of case handoffs and improving the accuracy of assignments, this partnership aims to deliver faster results for clients, support employee wellbeing and establish new benchmarks for innovation and efficiency in the legal services sector.
The project builds on the University of Liverpool’s portfolio of successful knowledge transfer partnerships, which have enabled organizations from a variety of sectors to access academic expertise to drive innovation, productivity and growth. This project expands on the set of completed KTP projects around the theme of AI and legal services that are already benefiting businesses in the Liverpool City Region.
This research is part of the university’s AI for Life research frontier, which brings together expertise from a variety of disciplines to advance AI technology and its applications. Through research, public engagement, and policy development, AI for Life aims to create responsible, human-centered AI solutions that address major societal challenges, such as improving health and social care, closing educational disparities, and fostering economic growth.
/Open to the public. This material from the original organization/author may be of a contemporary nature and has been edited for clarity, style, and length. Mirage.News does not take any institutional position or position, and all views, positions, and conclusions expressed herein are those of the authors alone. Read the full text here.
