Internal legal helpdesk answers 60% of employee questions

The challenge

The in-house legal team was meant to handle strategic, high-stakes work, but its inbox told a different story. It was flooded with the same procedural questions over and over: how long contract review takes, how to start an NDA, who owns IP on a side project, what the travel policy says.

Each question was individually trivial and collectively crushing. Lawyers context-switched dozens of times a day to answer things already written down somewhere, and the strategic work that justified the team's existence kept slipping.

Employees weren't happy either, answers depended on who you knew and how busy they were, so simple questions sometimes sat for days.

The solution

An internal legal helpdesk agent now answers the routine majority instantly, leaving the lawyers for the work that needs them:

• Trained on the firm's own rules, company policies, contract templates and NDA guides live in the Knowledge Base as Business Domain documents, so answers are grounded in the company's actual positions, not generic legal trivia.
• Available where employees work, the agent answers in Slack and Email, so people ask in the tool they're already in instead of forming a queue at the legal team's door.
• Procedural questions fully self-served, review timelines, NDA process, IP basics and policy lookups are handled end to end, resolving around 60% of incoming questions without a lawyer.
• Novel questions escalated cleanly, anything genuinely new or high-stakes is recognised and passed to a lawyer via Hand-off Control, with a stop-word available so an employee can always reach a human directly.
• Consistent, current answers, when a policy changes, the Business Domain document is updated once and every future answer reflects it, ending the "depends who you ask" problem.

The legal team got its focus back, employees got instant answers, and the strategic work stopped losing to the inbox.

What was deployed