The Economist‘s cover story this week is how AI is breaking the state. It talks about “agentic flooding” where citizens, frustrated by the services they get use AI “to file objections and appeals, and claim their dues”.
“…the backlog in employment tribunals has quietly risen by 55% in a year, in large part due to AI-fuelled claims. Demand for emergency injunctions has surged 100-fold. And the AI tide has only just begun to come in.”
Housing associations are already struggling with this. Their customer service teams are being hit with long, AI generated complaint letters (73 pages is the longest we’ve heard about so far).
And the fear is that if these letters aren’t handled correctly, things could escalate, and quickly because since 1 April 2024, complaint handling has been statutory under the Housing Ombudsman’s Complaint Handling Code.
The Code is explicit about the responses. They must address every point raised and set out the reasons for decisions, referencing the relevant policy, law and good practice where appropriate. Not “should”. Must.
That is a huge burden, if it’s done manually. That’s why we’ve created an AI assistant called “Write My Reply“.
It works because every draft is built from your policies, your procedures, your tenancy agreement and the Code itself. It can produce an Evidence Pack showing how AI was used to come to the decision you did, citing the documents consulted and the passages used to come up with the answer.
It’s also trained on the voice you want every tenant to hear. Warm where warmth is needed, precise where precision protects. It’s produces consistent responses, regardless of who picks up the keyboard.
Write My Reply drafts, but it’s your people who judge, edit and send. Nothing gets sent without your team deciding it should. Their workload gets easier, but the accountability doesn’t move.
And it’s secure by design. It runs in your own Azure tenant so all data stays in your environment and you manage security. It’s also ISO 27001 (Information Security Management) and ISO 42001 (Artificial Intelligence Management) certified.
So, whatever sector you work in, if you are suffering from “agentic flooding”, get in touch.
