Sophos says AI agents now resolve 52% of its security cases end to end

Security firm Sophos, which protects more than 625,000 organisations, has built investigation agents on OpenAI models through OpenAI's Daybreak programme. One agent gathers the customer context, detections and threat intelligence for each case; a planning model then builds a plan, works through it and writes a summary with recommended actions for an analyst. Sophos's teams handle about 1,000 to 2,000 cases a day. Sophos says average response time on cases using the agents fell from about 38 minutes to 89 seconds, a 96% cut, and 52% of its managed detection and response cases are now resolved end to end by AI. Customers still choose whether Sophos only notifies them, works with them, or acts on their behalf, and anything the agents are not trusted with goes to a human. These are the company's own figures in an OpenAI customer story.