Accelerating regulatory mapping with GenAI
Capco helped a GSE automate regulatory mapping with GenAI, saving 71% of user time, ensuring reliable outcomes, and improving compliance confidence.
The client challenge
Capco partnered with a leading Middle Eastern capital markets regulator to demonstrate how generative AI (GenAI) could revolutionise contact centre operations – tripling capacity and cutting response times significantly.
Our client was facing unprecedented operational pressures a surge in the number of market participants and increasingly complex market dynamics. The regulator’s contact centre was already processing around 20,000 queries annually across email, phone, and social media.
The demand and pace of financial innovation was outstripping the regulator’s ability to respond quickly with existing processes. Forecasts indicated query volumes would triple within the next 3-5 years, far exceeding the capacity of the existing operating model and threatening service quality, investor engagement, and overall market confidence.
Our client was facing unprecedented operational pressures a surge in the number of market participants and increasingly complex market dynamics. The regulator’s contact centre was already processing around 20,000 queries annually across email, phone, and social media.
The demand and pace of financial innovation was outstripping the regulator’s ability to respond quickly with existing processes. Forecasts indicated query volumes would triple within the next 3-5 years, far exceeding the capacity of the existing operating model and threatening service quality, investor engagement, and overall market confidence.
How Capco helped
Meeting these challenges meant not only finding scalable, multilingual and round-the-clock support solutions, but also ensuring any technological innovation complied with national data governance and AI regulations, while also enhancing the regulator’s long-term market oversight capability.
By prioritising the most impactful AI opportunities and quantifying benefits with the client’s own data, Capco built a compelling business case and then brought it to life through a prototype that demonstrated tangible result.
Rapid Readiness Assessment – Capco assessed the client’s technical readiness, compliance posture and operational needs for AI adoption. From there, we mapped clear and compliant solution pathways, showing how the client could capture immediate benefits while laying the foundation for a sustainable, secure and compliant long-term AI roadmap.
Business Case and Benefits Modelling – Working closely with key stakeholders, Capco developed a benefits case grounded in the regulator’s own contact centre KPIs. The model projected measurable improvements in average first-contact resolution rates, agent utilisation and cost per query. It also identified opportunities to eliminate future staffing cost increases by enabling the same team to handle much higher volumes without additional headcount.
Policy Framework Development – To address a gap in internal policy, Capco also developed a tailored data policy framework for GenAI. This ensured innovation could move forward while remaining fully aligned with local and international regulations, including data governance, AI ethics, and privacy standards.
GenAI-Powered Regulations Assistant – Using our proprietary AI Accelerator, Capco designed and deployed a functional prototype of a GenAI-powered Assistant. The solution targeted two priority use cases:
- External-facing AI assistant which would integrate with the regulator’s website and provide market participants with instant, multilingual access to guidance on laws, regulations and processes
- Internal AI assistant which would enable contact centre staff to quickly retrieve accurate information and resolve routine queries, freeing up capacity for more complex, high-value regulatory work.
Outcomes achieved
Capco helped the regulator absorb rapid market growth without sacrificing service quality or compliance. The functional prototype – built on the regulator’s own data and processes – demonstrated the following potential benefits:
- Reduce average handling time by up to 70% for routine queries
- Increase first-contact resolution rates for common enquiries by > 50%
- Enable the same number of FTEs to manage up to 3x current query volumes without proportional headcount growth
- Deliver cost savings through workforce utilisation improvements and avoided recruitment costs.
The engagement supported the client in developing a clearer perspective on the potential of AI when applied at scale, with an evidence-based business case. In addition to addressing immediate priorities, the regulator began shaping a framework to consider broader enterprise AI strategy and future applications.
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