AI Adoption Case Study: Resolutiion's use of AI to transform how organisations manage commercial conflict and disputes

techUK’s AI adoption collection of case studies showcases examples of how organisations are Seizing the AI Opportunity, either through the adoption of AI models within their organisations, or by developing AI tools that can be leveraged by others.

By shining a light on these use cases, techUK hopes to demonstrate examples of best practice from across sectors and from organisations of all sizes. 

Resolutiion is pioneering the use of AI to transform how organisations manage commercial conflict and disputes. It is home to the world’s first AI-native platform purpose-built for improving collaboration and preventing and resolving disputes in supplier, customer, subcontractor and partner relationships — across sectors and international markets.

The platform helps organisations navigate the complex realities of commercial delivery, performance, and stakeholder alignment. By combining sector-specific and country-specific AI with deep commercial expertise, Resolutiion delivers a hybrid model that provides structured, objective, and scalable support for conflict resolution and risk prevention.

A U.S.-based company used Resolutiion to manage supplier disputes and support internal teams with conflict strategy. Facing delivery issues, performance breakdowns, and rising tensions across its supplier environment, the organisation required a rapid solution. Resolutiion’s AI-native platform identified early signs of conflict, guided resolution, and empowered the leadership team with real-time strategic support. By combining Agentic AI with expert human insight, the project accelerated issue resolution, improved supplier collaboration, and reduced disruption and financial loss.

The result: rapid and robust action, stronger relationships, and more resilient operations.

Resolutiion is a powerful AI-native platform with an array of functionality. It’s built to operate in dynamic environments where commercial decisions must be made quickly, and where clarity, fairness, and business continuity are paramount. Resolutiion’s Agentic AI is trained on sector-specific, real-world data. This enables it to understand the technical aspects of performance and delivery, and the broader commercial environments in which commercial relationships operate. The platform works with a wide ecosystem of commercial documents that shape complex commercial relationships — charters, governance frameworks, service levels, requirements documents, spreadsheets, operational plans – not just contracts. These sources, often overlooked or siloed, carry essential signals of intent, expectation, and potential misalignment. By bringing them together into a single, intelligent platform, Resolutiion provides a comprehensive understanding of each relationship and the steps needed to strengthen and protect it.

1. Challenge:  

Commercial conflict and disputes are an invisible cost centre across all businesses, and all industries. Complexity and misalignment between contract terms, stakeholder expectations, and operational execution is widespread. The cumulative economic cost of conflict and disputes that arise from these challenges runs into the trillions — and even when narrowed to direct costs and available data, estimates approach $900 billion annually.

Despite the scale of the issue, many organisations still rely on traditional methods to manage disputes — back-office teams, legal escalation, external consultants. While familiar, these approaches are slow, reactive, and often strain customer/supplier relationships. In high-pressure, delivery-focused environments, such delays increase risk and undermine business continuity.

A U.S.-based company (the “Company”) was facing a sharp increase in supplier disputes across a range of projects. These mainly related to, tech services, outsourcing, custom builds, and digital disaggregation projects. The root causes included unclear contract terms, varying interpretations of obligations, and a lack of mutual understanding between internal and external stakeholders. These issues were compounded by delivery pressures, fast-moving project timelines, and limited internal capacity to manage complex escalations. Misaligned expectations between supplier management, legal, and supplier stakeholders created delays, eroded trust, and introduced significant financial and operational risk.

What the Company needed was not more external legal intervention — which leadership recognised often inflames rather than resolves tension — but a structured, scalable way to manage challenges, conflict and disputes internally. They sought a faster, more collaborative method that prioritised business outcomes and protected key relationships without incurring legal overhead.

2. Solution:

Resolutiion deployed its proprietary Rapid Neutral Delivery Assessment™ (RNDA) process to quickly cut through the supplier issues that were causing financial leakage and delay. RNDA is a modern evolution of Early Neutral Evaluation. RNDA takes parties in dispute through a dynamic process, and provides a neutral, expert recommendation aligned with industry best practices in a matter of days. It has an over 90% success rate, and is designed for speed,transparency, and commercial clarity, enabling fast determinations that support forward progress while preserving relationships.

This approach empowered the Company’s supplier management and commercial teams to resolve issues independently and efficiently, without the need for legal escalation or consultancy support. It helped reduce tension, avoid unnecessary escalation, and foster faster, more collaborative outcomes with suppliers.

This project represents a best-in-class example of how AI can be used not just to automate tasks, but to transform the way businesses think about conflict. By embedding intelligence directly into day-to-day operations of supplier management and delivery teams, Resolutiion shifted conflict resolution from a reactive, legal-led process to a proactive, commercially grounded discipline. The result was a faster, smarter way to resolve complex issues — one that preserved relationships, reduced risk, and delivered measurable business impact.

3. Barriers 

Trust is often one of the biggest hurdles in deploying AI. As a result, teams may approach new tools with scepticism, raising concerns around transparency, reliability, and data security. Earning trust requires more than technical accuracy — it demands clear communication, rigorous safeguards, and visible alignment with how people make decisions.

Resolutiion addresses this by embedding trust into every layer of its Agentic AI platform. The system operates in secure, client-owned environments with zero data sharing. All data is fully encrypted at rest and in transit, with rigorous access controls and audit trails. The platform is ISO 27001 certified and built to meet the highest standards of information security and enterprise compliance. We have a robust quality system in place, with benchmarking, to ensure precision of all output. A human-in-the-loop quality process ensures that decision-making remains controlled.

Our comprehensive approach proved especially impactful in the case of the Company. Initially, supplier management teams were hesitant to trust AI in such a high-pressure context. But over time, transparency, security, and control helped shift their mindset. What began as hesitation gave way to growing confidence as users experienced firsthand the clarity, control, and security the platform provided. Adoption accelerated as users recognised that the AI was enhancing their ability to act decisively and strategically in complex situations.

Importantly, the project helped reframe how conflict was viewed inside the organisation. Instead of being seen as a sign of failure or personal shortcoming, conflict became understood as a natural part of commercial operations — something to address early and constructively, not to avoid or suppress. By creating a safe and structured environment to raise and resolve issues, the organisation fostered a stronger culture of accountability and support. Supplier management felt more connected, more capable, and more confident

navigating high-stakes conversations, knowing they had the tools and insight to do so effectively.

4. Impact

The Resolutiion platform delivered several key advantages, which underpin this success:

• Increased Speed: Resolutiion’s AI models quickly analysed complex conflict and dispute information, enabling rapid identification of effective resolution pathways. This included contract documents, other commercial documents, emails, and stakeholder input. As a result the Company experienced a significant reduction in the time required to assess and resolve issues. Situations that previously took many months to resolve, were now resolved within days through structured workflows and real-time guidance.
• Reduced Costs: The automation of the resolution process significantly reduced cost. For example, there was no need for external legal advisors and risk and delay were materially minimised. Risk and delay are often the cause of significant financial leakage. This not only saved on cost but also saved on time.
• Objectivity and Consistency: Agentic AI ensures outcomes are informed by consistent logic and best practices, helping eliminate human bias. This level of objectivity supports fairer, more balanced decisions — especially valuable in high-stakes or politically sensitive environments. Our approach actively prevents fractures in important commercial relationships, even where there are deep-rooted issues and tension.
• Faster, Fairer Resolution Without Escalation: In one high-risk delivery dispute, RNDA helped the parties resolve a multi-million-pound variation claim in under 7 days, avoiding weeks of commercial disruption and legal cost exposure. This mechanism proves especially powerful in environments with multiple stakeholders and conflicting interpretations. RNDA preserved trust, restored clarity, and kept delivery on track.
• Focus on Commercial Relationships: The platform is designed to support constructive outcomes. Rather than escalating tension, its resolution pathways help sustain and strengthen supplier relationships. Direct feedback from users confirmed improved clarity, reduced reliance on reactive escalation, and greater confidence in handling complex issues. One stakeholder inthe Company described Resolutiion as “a commercial safety net — helping us catch small problems before they became big ones.”

Beyond measurable outcomes, Resolutiion’s work had a profound cultural impact: it shifted the narrative around conflict and disputes. Instead of viewing conflict and disputes as a failure or source of blame, the organisation began to treat conflict and disputes as a manageable part of business; something that, when handled well, could strengthen relationships rather than erode them. This approach continues to gain attention across industries. As one senior supplier management leader from a global telecoms company noted:

"Resolutiion promotes positive relationship management between buyers and sellers and blends an impressive AI platform with commercial expertise. Their work has helped us rethink how we approach relationship issues."

Resolutiion is setting a new standard for how modern organisations protect what matters most: the strength of their commercial relationships