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The Opportunity
High workload
The Legal Department handled more than 100 requests every day, each demanding staff attention
No scalability
Growing demand turned the department into a bottleneck, slowing down overall processes
Delayed responses
Clients faced longer waiting times, lowering satisfaction and trust in the service
The Solution
Like many Legal Departments, NOS faced a constant flood of requests that had to be answered manually. To overcome this, we introduced Gen-OS: our AI platform that processes each request, retrieves internal information, and answers accordingly. At the same time, Gen-OS gives the department full oversight of the end-to-end process.
Oversight is built into Gen-OS through a three-layer approach: Guide, Monitor, and Improve. In the Guide layer, Gen-OS detects when the AI isn’t fully confident. Instead of guessing, it flags the case for human review. This layer lets the team trace exactly where the AI retrieved its information, giving them the choice to approve or adjust the response.
By correcting the AI, the team continuously refines internal knowledge and boosts accuracy, creating a self-improvement cycle we call the Improve layer. Surrounding it, is the Monitor layer, which tracks performance in real time. This means the legal department always knows how the solution is performing and can ensure it delivers expected results at all times.
The Impact
This project’s impact can be seen on two layers. The first is the clear productivity gains: what was once a fully manual process is now largely automated. The legal team now saves 640 hours of work each week: that is 128 hours every day, an optimization of nearly 80% compared to before.
Beyond time savings, Gen-OS delivers answers with 90% accuracy, meaning that out of every 100 requests, only 10 require review by the team while the rest are solved automatically.
The second layer is visibility and control. Gen-OS is designed with end users in mind, giving lawyers the ability to track performance in real time, understanding how the AI reaches its answers, and continuously refines the system. This balance of transparency and oversight ensures trust in the results.
Freed from repetitive tasks, the department can now dedicate time to more complex cases and rethink existing processes. More importantly, their clients are receiving a better service with the same level of quality but in fewer time.
