Zain Jordan raises efficiency and precision with AI-platform for business and legal operations

Project Overview

Zain Jordan is focused on digital transformation to enhance efficiency, agility, and resource utilization in its operations and customer experience. The organization needed a smarter, faster way to retrieve data from extensive business and legal documents, allowing employees to easily query complex information and improve decision-making accuracy.

Zain has implemented a chatbot platform powered by OpenAI’s Large Language Model (LLM). This advanced platform utilizes natural language inputs to provide direct, contextual answers. Furthermore, integrating optical character recognition (OCR) capabilities enable the system to process and index both digital and scanned documents, rendering the entire document database searchable and responsive to user queries. By combining OpenAI’s LLM with advanced OCR capabilities, we have redefined how our teams interact with critical data.

Situation faced

Zain Jordan faced challenges in handling large volumes of documents with similar sentences, from contracts to business policies and compliance documents. Employees spent considerable time manually searching these documents, causing delays in decision-making and reliance on external legal consultants for routine interpretation.

This inefficiency hindered the company's ability to respond quickly to regulatory inquiries, contractual obligations, and internal requests. Zain also faced a growing demand for more intelligent systems that could reduce the burden on the Legal and Compliance teams while ensuring accuracy and regulatory compliance.

How it was carried out

Zain Jordan partnered with AI vendors and internal IT teams to design a solution based on OpenAI’s LLM technology. The platform was trained on Zain’s document database, including contracts, legal agreements and business policies. The LLM allowed users to interact with documents via a conversational chatbot interface, simplifying document searches through natural language queries.

The addition of Optical Character Recognition (OCR) technology enabled the system to scan, index, and retrieve data from paper-based documents, ensuring that all documents—regardless of format—were accessible through the chatbot. The system was designed to automatically learn from new documents added to the repository, improving its accuracy and responsiveness over time.

An agile development methodology was implemented, incorporating multiple phases of prototyping, testing, and feedback cycles involving Zain’s legal, regulatory, and business teams. This approach ensured that the platform was customized to meet the specific requirements of its users and capable of handling the intricacies of legal language and contractual terms.

Technologies used

• OpenAI LLM: Powers the chatbot for natural language understanding and generating accurate responses.
• OCR Integration: Enables scanning and digitization of physical documents for full-text search.
• APIs for Integration: The platform is integrated with Zain’s existing document management system for seamless access to document databases.

Timeframe

The project was initiated in early Q1 2024, with a focus on integrating OpenAI LLM and testing the chatbot’s natural language processing capabilities. By Q2 2024, a pilot phase was launched, initially targeting Zain’s legal department, with further rollouts across other business units by the start of Q3 2024. Continuous feedback and improvements were made during the pilot phase, ensuring the platform met the specific needs of each department.

“We are satisfied with the results we achieved when we redefined how our teams interact with critical business and legal documents. By integrating OpenAI’s LLM with advanced OCR capabilities, we’ve built a dynamic platform that streamlines decision-making and drives operational efficiency. This isn’t just about saving time; it’s about unlocking new levels of precision, compliance, and innovation. Our journey with AI is transforming the way we do business and shaping the future of telecom,” said Tareq Saleh, the Quality Assurance and Automation Senior Manager at Zain Jordan.

Financial Projections

Impact Assessment and Quantitative Analysis

The deployment of the OpenAI LLM-powered chatbot platform has significantly transformed how Zain Jordan interacts with its business and legal documentation. Below are the measurable impacts of the project:

• Efficiency Gains:
  • Time Savings: Employees now retrieve critical information from extensive legal and business documents in under 10 seconds on average, compared to an estimated 15–30 minutes
  • Task Automation: Reduced manual document searches and external legal consultations for routine queries resulted in a 95% decrease in document-related operational workload.
    
• Cost Reductions:
  • Legal Consultation Costs: An estimated 25% reduction in reliance on external legal consultations for routine queries, leading to annual savings of approximately $3,630.
    
• Enhanced Accuracy:
  • Improved compliance response accuracy, reducing the risk of penalties or delays by 100%.
  • Enhanced decision-making precision by providing contextual and verified answers instantly.
    
• Employee Productivity:
  • The platform enables employees to focus on higher-value tasks, contributing to a 15% increase in productivity metrics for the Legal and Compliance teams.
    
• Scalability and Adoption:
  • The platform scaled from the Legal Department to three additional business units, with over 90% adoption across relevant teams.
  • Feedback scores from users highlighted a 95% improvement in satisfaction with document retrieval processes.

Conclusion

Zain Jordan’s Generative AI project, powered by OpenAI’s LLM and OCR technology, is a prime example of leveraging AI to streamline internal processes and drive digital transformation. By implementing this innovative chatbot platform, Zain Jordan has not only enhanced its document management capabilities but also positioned itself as a leader in the telecom sector for adopting AI-driven solutions. The project aligns with Zain’s broader strategy of operational efficiency and continuous innovation, delivering measurable business benefits across multiple areas, from cost savings to improved compliance. It is now used by operators within Zain Group which is based in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, Sudan and South Sudan.

“Zain Jordan remains at the forefront of the fast-paced technology revolution by continuously embracing cutting-edge innovations, driving digital transformation, and evolving its services to stay ahead of the curve and deliver exceptional customer experiences. Our commitment to adopting advanced technologies ensures that we stay agile, competitive, and ready to shape the future of telecommunications,” according to Wesam Abu Hashhash, the Technology & Digital Innovation Director at Zain Jordan.