Octopus Legacy — Making 40,000 wills personal

Octopus Legacy had more than 40,000 paper wills and three estate planners to service them. AGXNCY designed and built an agentic workflow that turns this archive into personalised summaries for telephone consultations and in-home planning sessions, giving a small team the context to make each conversation count.

Our work spanned customer and stakeholder research, data governance partnerships, agentic architecture and CRM integration. Observation and insight agents work together to identify pertinent details and shape them into conversational summaries, bringing the right information, at the right level, into the planner’s existing tools.

Some customers might not even remember writing their will. Revisiting it can open deeply personal and emotional conversations. AGXNCY designed the Agentic Experience (AX) to be efficient, effective and empathetic: helping planners understand what matters, approach sensitive subjects with care and support customers in considering whether their will still reflects their lives and wishes.