Faster, fairer and fully auditable: AI-assisted casework in action
Looking to handle rising case volumes without sacrificing consistency or defensibility? This webinar shows you how.
- Webinar
- Faster, Fairer and Fully Auditable: AI-assisted Casework in Action
- Aired live
- 7 July 2026
- Run time
- 43 minutes
Featuring Judith Turner, Deputy Chief Ombudsman at The Ombuds Group, Emily Hopkins, Product Manager at Ctrl AI and Max Tressler from Ctrl AI.
Who the webinar is for
If you’re running an ombudsman or ADR scheme right now, you’re likely struggling with case volumes that keep climbing while your team size stays the same. If you’re managing rising caseloads with the team you have, this webinar is worth watching.
What’s discussed in this session
It’s a live demo of the Ctrl AI platform for ombudsman and ADR schemes working through real cases. Emily Hopkins, Product Manager at Ctrl AI, walks through the platform and shows you what it does for a case handler from day one.
The basic idea: the Ctrl AI platform handles the prep work. It pulls out timelines from messy document uploads, flags which documents matter, spots gaps in the evidence and builds summaries. All the tasks that currently take hours and pull your handlers away from actual decision-making.
Your scheme’s rules and guidance go into the system. So when the AI analyses a case, it’s reasoning the way you reason, using your terms of reference and compensation frameworks. That means consistent outcomes across similar cases. You get a full record of who changed what and when, so you’re audit-ready.
Your handlers stay in charge. They review what the AI produces, edit it, reject it if they want to. Nothing gets logged until a real person signs off on it.
Why this matters
Faster case handling buys you time to do the important work of an ombudsman: pushing traders to improve their services and supporting consumers through a better process.
Judith Turner, Deputy Chief Ombudsman from The Ombuds Group, talks about why they partnered with Ctrl AI. She’s honest about the challenges too. When consumers start using AI to write their complaints to you, how do you respond? What safeguards do you need to maintain trust?
The Q&A covers practical questions. Do your case handlers need law degrees? How do integrations work with your existing systems? What happens if the same case lands at two schemes using the same platform?
Max Tressler, Growth Partner at Ctrl AI, keeps the conversation grounded in what ombudsmen actually need.
This webinar aired live on 7 July 2026.
Questions asked in the webinar
Do case handlers need to be qualified solicitors?
No. The playbook (or knowledge base) content equips anyone the organisation deems appropriate to review cases. Permission structures can also be configured. For example, more junior (unqualified) handlers are able to do the initial review before passing on to someone senior for sign-off.
Why use Ctrl AI instead of generic AI like Copilot, ChatGPT or Claude?
The difference is control. Generic AI gives inconsistent responses depending on the user and how questions are asked, with no tracking or oversight. Ctrl AI provides auditability, reporting and insight, plus guardrails via the playbook so the organisation controls how the AI reasons. Because Ctrl AI sits on top of the case management system, it can track how case handlers use it, for example spotting when decisions consistently depart from your own playbooks (such as a compensation framework not being applied). This gives big-picture insight rather than insight for individual cases alone.
Can you interrogate specific documents or ask questions of them?
No chat or Q&A function exists yet but it’s on the roadmap. In the meantime, specific information needs (for example gap analysis, or checking whether required actions were taken) can be built into custom assessments run on the platform.
Is Tizo the only platform to integrate with Ctrl AI? And what does the integration process look like?
Ctrl AI is API-agnostic so will integrate with any case management system. It’s currently integrated with Tizo, Workpro and some legal case management systems. Integrations can take time (sometimes involving third parties), so the recommendation is a side-of-desk proof of concept first to prove value, then full integration. Typical implementation takes around four to six weeks: sample cases are tested, assessments validated, then there’s a phased rollout to a small user group.
How can AI increase access to justice?
Given court backlogs, AI makes it easier for consumers to complain and escalate, and lets ADR providers respond quickly and well. This creates a feedback loop: the ombudsman feeds insight back to traders and sectors, improving services for end users. The ombudsman model is “self-defeating” by design: it helps the sector improve so disputes reduce.
