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. Featuring Judith Turner, Deputy Chief Ombudsman at The Ombuds Group, Emily Hopkins, Product Manager at Ctrl AI and Max Tressler from Ctrl AI.
Run time: 43 minutes
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 omudsman 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, 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