# Legal AI for Customer Support Teams > GenieAI surfaces customer SLAs, entitlements, and renewal dates from contracts - cite-grounded answers without legal-team escalation across 150+ jurisdictions. **Team:** Customer Support Enhance customer satisfaction with AI-powered contract management and legal assistance Teams at hyperexponential, HoSt Group, Blockworks, Firefish and Cambridge United Football Club use Genie to draft, review and negotiate their contracts. ## Resolve contract questions, instantly GenieAI gives customer support teams the answers they need from contracts - entitlements, SLAs, renewal dates - without escalating to legal. - Surface customer SLAs, entitlements, and renewal terms - Resolve contract-driven escalations in minutes - Cite-grounded answers customers can trust ## Where support teams use Genie ### Draft customer terms and SLAs Produce a first draft of a customer agreement from a plain-English brief, written to your own standards. [https://www.genieai.co/use-case/create-contracts](https://www.genieai.co/use-case/create-contracts) ### Negotiate against your own playbook Check a customer's markup against the positions your business accepts on remedies, credits and escalation. [https://www.genieai.co/use-case/review-negotiate](https://www.genieai.co/use-case/review-negotiate) ### Answers from the contract, not from memory It remembers what was agreed with this account, so the team stays consistent without legal reviewing every draft. [https://www.genieai.co/use-case/ai-contract-assistant](https://www.genieai.co/use-case/ai-contract-assistant) ### Ask what a customer agreement commits you to Get answers on service credits, remedies and escalation, each tied back to the exact clause. [https://www.genieai.co/use-case/ask-your-document](https://www.genieai.co/use-case/ask-your-document) ### Redline customer terms and SLAs inside Word Mark up a customer agreement in the document your customer actually sent, without breaking your review trail. [https://www.genieai.co/use-case/word-add-in](https://www.genieai.co/use-case/word-add-in) ## Why support teams choose Genie ### Tech - **Accelerate SLA and Service Agreement Reviews** — Rapidly draft and review customer SLAs with AI-powered suggestions that ensure compliance and clarity. - **Standardise Data Processing Agreements** — Create consistent DPAs that meet GDPR and privacy requirements while reducing legal bottlenecks. - **Mitigate Risk in Customer Contracts** — Identify liability clauses and unfavourable terms instantly to protect your business during negotiations. ### Energy - **Accelerate Service Agreement Reviews** — Rapidly review energy supply contracts and SLAs to resolve customer queries with AI-powered analysis. - **Mitigate Regulatory Compliance Risk** — Identify non-compliant terms in customer agreements against energy regulations before disputes arise. - **Standardise Contract Responses** — Draft consistent amendment requests and renewal terms using templates tailored for energy customers. ### Construction - **Rapid Subcontractor Agreement Review** — Quickly verify payment terms, liability clauses and project milestones in subcontractor contracts. - **Standardised Variation Order Templates** — Generate consistent change order documentation that protects against scope creep and payment disputes. - **Risk Flagging for Delay Penalties** — Automatically identify liquidated damages clauses and completion deadlines that expose your business. ### Manufacturing - **Accelerate Supplier Agreement Reviews** — Rapidly review vendor contracts for quality standards, delivery terms and liability clauses critical to manufacturing operations. - **Standardise Warranty Terms** — Draft consistent product warranty agreements that protect your business while meeting customer expectations across markets. - **Mitigate Supply Chain Risk** — Identify problematic clauses in procurement contracts before they impact production schedules or regulatory compliance. ### Real Estate - **Instant Lease Agreement Generation** — Create compliant tenancy and lease contracts in minutes, reducing support ticket resolution time. - **Automated Clause Risk Detection** — Identify problematic terms in property contracts before they escalate into customer complaints. - **Streamlined Contract Amendments** — Quickly negotiate and revise rental terms, helping support teams resolve tenant queries efficiently. ## Support teams already working this way > Inside Stadium MK Group: eight businesses, three venues, 23 club partners. A commercial team that ships contracts in minutes, not days. — MK Dons, From sponsor deals to concert riders to indemnity wording, one commercial team handles every negotiation. Genie sits in the middle of the workflow, helping them draft contracts, weigh redlines, and get to a position the same afternoon. - **Industry:** Sports. Events. Entertainment - **Group:** Stadium MK Group - **Businesses:** 8 entwined - **Mode:** 24/7 always-on [Read case study](https://www.genieai.co/case-studies/mk-dons) ## How does GenieAI compare to ChatGPT? | Capability | GenieAI | Claude | ChatGPT | | --- | --- | --- | --- | | Conversational interface | Yes | Yes | Yes | | Can upload docs & PDFs | Yes | Yes | Yes | | Review against your playbook rules | Yes | Yes | No | | Edit and negotiate in tracked changes | Yes | No | No | | Collaborative legal editor for teams | Yes | No | No | | Compare against a proprietary legal dataset | Yes | No | No | | Manage complex deals with Eidetic Intelligence | Yes | No | No | | Develop an org-wide legal brain | Yes | No | No | | Save templates, playbooks, insights | Yes | No | No | ## Questions from support teams ### Can support teams answer contract questions without escalating to legal? Often, yes. Where the answer is written into your own terms, Genie lets support ask a plain-English question of the contract and get an answer tied back to the exact clause. Questions that require a legal judgement still escalate, which is the correct outcome rather than a limitation. ### How does Genie handle customer terms and SLAs? Genie reviews your customer terms and service levels against the positions your legal team has recorded, and can answer questions about what a specific contract commits you to. That matters most when a customer disputes an obligation and the answer needs to come from their contract rather than the standard one. ### Who decides what support can commit to? Legal does, once, in the playbook: which remedies and concessions support may offer, and which require a decision. Support then resolves inside those boundaries without waiting, and legal sees the exceptions. ### Does Genie work inside Microsoft Word? Yes. Genie works directly in Microsoft Word, so you review and redline in the document your counterparty actually sent, rather than moving it into another system and breaking your review trail. DocuSign and Adobe Sign integrations are in development. ### Can Genie find what a specific customer contract says? Yes. You can ask a plain-English question of a contract and get an answer tied back to the clause it came from, rather than reading the whole agreement to find one obligation. That works across the documents a support function encounters: customer terms, order forms, [SLAs](https://www.genieai.co/en-us/template-type/service-level-agreement) and [DPAs](https://www.genieai.co/en-us/template-type/data-processing-agreement). ### What happens when a counterparty's redline falls outside our playbook? Genie flags the deviation instead of accepting it. The change is identified against the specific position it breaches, so whoever reads it can see what was altered, why it matters, and whether it needs a decision from legal. Escalation is the feature rather than the failure. It is how legal stays in control of the standard while everything inside the standard keeps moving. ### Is our contract data used to train AI models? No. Documents you generate or upload stay in your tenant, are not used to train models, and confidential material is not shared with third-party LLMs. GenieAI is ISO 27001 certified and operates under GDPR. ### How quickly can a support team start using Genie? Teams can ask questions of existing contracts from day one. The compounding value arrives once legal has recorded the positions support may act on. 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