Legal and Regulatory Assistant

International flags representing the Middle East and Africa region

XLaw

Transforming Legal Query Support with Generative AI

We're using Generative AI to put trusted legal knowledge directly in the hands of our frontline employees, helping them serve customers with confidence and speed

Impact at a glance

3.7 seconds average response time

Available 24/7 in English and Arabic

Supports 1,000+ frontline staff across 75 branches

The opportunity

Every day, our frontline staff support customers with questions that may involve legal requirements, internal policies or regulatory processes. Finding the right guidance quickly is essential to delivering a consistent customer experience.

Previously, answering routine legal questions often involved searching across multiple policies, procedures and reference materials or escalating the enquiry for manual review. This could take between one and three days depending on the complexity of the request, slowing down customer interactions.

We wanted to make trusted legal knowledge easier to access, so our frontline teams could serve customers faster and with greater confidence.

Our approach

XLaw is our secure, Generative AI-powered legal assistant that gives frontline employees instant access to routine legal guidance. Employees can ask questions in natural language, in English or Arabic, and get answers grounded in approved legal content, internal policies, procedures, FAQs and templates, through a single conversational interface instead of navigating multiple sources or waiting on a response.

XLaw pairs advanced natural language capabilities with strong governance: approved knowledge repositories, role-based access controls, translation, template and document retrieval, user feedback mechanisms, audit visibility and automated safeguards. Available 24/7, it is underpinned by controlled content management, role-based access controls, audit capabilities, privacy safeguards and analytics to help ensure information is delivered securely and consistently.

What's next

More than a chatbot, XLaw shows how Generative AI can be deployed responsibly within a bank, underpinned by strong governance, controlled knowledge sources, secure access controls and continuous user feedback.

As the platform continues to evolve, Emirates NBD will expand its capabilities and approved knowledge sources, making it even easier for frontline staff to access the information they need to support customers efficiently, consistently and with confidence.