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Leveraging chatbots

Leveraging chatbots

The size of the chatbot market is growing exponentially. Gartner forecasts that, by 2020, more than 25 per cent of customer service operations will be handled without a human. A Juniper Research report estimates that chatbot adoption in banking, retail and health care will be responsible for cost savings of more than $11 billion annually by 2023. In fact, the PwC report, “Bot.Me: A revolutionary partnership, How AI is pushing man and machine closer,” found that 31 per cent of business executives believe that more than any other AI-powered solution, virtual personal assistants will have the largest impact on their business.

Chatbots are not just client-facing but can be used to automate customer intake online as well as other business tasks. In the legal space, chatbots can be used to collect information to automate legal document creation and enhance client experiences. For lawyers, chatbots could be leveraged while delivering these services at a lower cost, for around-the-clock and just-in-time services.

To consider how chatbots could be used in law, we would like to take you to the following apps.

DoNotPay is a legal technology that uses an artificial intelligence software (chatbots) to assist consumers with different (primarily small-dollar-amount) legal issues, such as fighting parking tickets or flight refunds. The software proceeds to have a conversation with the user to determine the best course of action for each specific situation.

In the days following the Equifax breach announcement, DoNotPay’s founder, Joshua Browder, announced a version of the DoNotPay app that would provide people affected by the data breach with legal information and completed PDF forms that could be used to file a case in court. The software provided a way for millions of Americans to understand their legal rights and prepare legal court documents for free. However, critics of the software said that it didn’t adequately advise or counsel people on how to quantify damages suffered, if suffered at all, and did not advise them that they would not be able to participate in a future class action lawsuit.

Criticism aside, DoNotPay has garnered quite a bit of attention in the legal technology space because of its use of AI and its focus on access to justice. Imagine all the small-dollar-amount legal issues that your family or friends come to you about, such as overcharges on a phone bill, being rebooked on a flight or a parking ticket. It doesn’t make economical sense for a lawyer to spend time on these issues, when they could be assisted cheaper by AI bots.

Another legal chatbot is Destin.ai, a Canadian-based legal software that describes itself as an “immigration assistant” in Canada. The welcoming and easy-to-understand website employs a Facebook Messenger chatbot to determine the eligibility of the inquirer of immigration to Canada.

Chatbots can be used not only to provide legal information to the public but also to automate and improve marketing or daily tasks done by a lawyer. One such software is LawDroid, which assists lawyers to schedule appointments, dictate notes, create and assign tasks, all with the power of your voice. As opposed to DoNotPay, LawDroid is lawyer facing and can assist lawyers to create their own chatbot for their websites. An around-the-clock chatbot could assist in converting website visitors to leads and standardize law firm tasks, among other things.

The future is bots, and lawyers can take advantage of them to improve their law firm service.

Chatbots are just one example or instance of AI in the law. It does not include other examples in legal research such as ROSS or contracts analysis such as Kira. The potential of chatbots is huge and AI generally, and its uses continue to grow.

Hopefully, this inspires you to experiment and deploy your own law firm chatbot. Here at Active Associate we at the leading edge of applying chatbot and intelligent assistant technologies to solving problems experienced by many law firms. If your practice would like to talk to a team of professionals who can develop standalone single-purpose chatbot or comprehensive solution – we’re at your service!

Call Active Associate today on 0800 755 337 or chat with our chatbot @Actie for a no-obligation discussion about your needs.

 

By: Anatoly Khorozov / November 20, 2018

How Chatbots Can Automate and Enhance Your Law Firm

Chatbots aren’t as inhuman as you might believe them to be!

Well, chatbots cannot be human! But they can think and respond to queries like humans do! That too in a medium (text messages) which is emerging as the next big platform for information exchange after voice!

With advances in Artificial Intelligence (AI) and Natural Language Processing (NLP) capabilities, machine learning code can now understand queries just like humans do. More importantly, the code learns from every interaction that it does and grows its skills to handle further conversations! Think of it – Isn’t that exactly what a human customer service representative does?

With the above points in mind, let us first try to understand why chatbots are gaining popularity and where in your business process can you use bots.

Chatbots – why they are steadily gaining attention

Chatting has emerged as the communication medium of choice for today’s smartphone carrying generation. With messengers catching the attention of the end consumers, companies are following suit with their communications being chatified. Chatbots integrated into messengers are carrying targeted customer communication in the form of text messages. Popular messaging platforms are coming up with APIs which allow chatbot development and integration within their messenger apps possible.

Facebook, for instance, understood the ‘chat communication’ trend quite early on and developed Bot APIs which allow companies to start conversing with their consumers within Facebook Messenger itself using their own bot.

Chatbots have certain inherent advantages over their human counterparts

  • Bots are devoid of the human bias. Machines learn based on assisted learning or training guides. They do not have any independent thinking or experiences, unlike humans, which could bias their thinking. Would you prefer an emotional Oprah as your customer representative or data-driven Spock, from Star Trek! Well, with customer conversations tending to get nasty it’s not really a choice!
  • Bots are text-based and text is the future. Chatbots give you the cosiness of a text chat with the conversational acumen of a human being. On the other hand, customer service over phone needs you to pick up that phone, dial the number and (many-a-times) wait for your turn. Finally, the response is some pre-fed text which is read by the customer rep from his screen! Again, between the two – chatbots are an automatic choice!
  • Bots are just an extra thread in server-resources. How much will it cost a business to spawn a thread of communication from their servers – Our guess would be in the range of a few cents! Compare it to the cost of a person answering a call ($23 is the industry average)! Easy to make a choice again!
  • Analytics data is captured automatically. When your chatbots answer queries, they can be programmed to create triggers which capture events such as reactions to a feature or a product. Using sentiment analysis, these events can be used to arrive at the results of a new A/B test, or evaluate a whole new product itself. What’s more, the cost for programming a bot can be minimal when compared to expensive user tests and feedback capturing! Again a no-brainer for choice!

Which business problems do chatbots address

The humble chat can provide an effective communication channel for solving a lot of business process via an integrated chatbot. Let us take a look at few applicable areas –

  1. Targeted lead generation and improved conversions. Marketing campaigns, lead generation and conversions – all three of them can be personalized and delivered to targeted customers.
  2. Customer Service. Chatbots provide a quick interface to resolve your customers’ queries. As the machine learning-based bot keeps learning with customer interactions, it can start addressing more complex queries gradually.
  3. Productivity Enhancement. Chatbots can be used for business processes optimisation using its conversational data and its machine learning capability. Some good examples may include workflow optimisation using AI to identify the best workflow for your case or actions trigger by setting your bot to execute certain actions based on certain triggers.
  4. Document Automation. Because many of the documents and contracts that you do for your clients are pretty standard, chatbots will help your practice grow by automating some of the time-consuming documenting tasks of your daily routines, so you can instead focus on creative and customer-facing work.
  5. Virtual Assistant. Most of the working hour is spent in finding answers, locating files, doing research, scheduling meetings, coordinating with colleagues etc. Chatbots can help you to reduce your basic repetitive tasks by performing scheduling meetings with clients, writing and sending emails, setting reminders for booked appointments etc.

Things to consider when deciding to opt for chatbots

As a business, you may be tempted to opt for chatbots for reaching your customers. Before you go about setting aside funds for a chatbot, here are a few important things you should spend time in pondering over –

  1. What business process does the chatbot enable or simplify? You need to have a communication-related business process or use case where chatbots can enhance customer communications.
  2. Whether the identified business process can do away with human interaction. It is important to understand that although AI and NLP based chatbots are getting intelligent, there might be areas where they are not a good option. Rather, improved user training might be a better solution.
  3. Use customer feedback to get insights into your processes. Customer feedback analysis can point to communication areas which have lower levels of satisfaction. Such communication areas can be a good candidate for chatbot development.
  4. Chatbot needs to speak in line with the culture of your firm. Always remember that for a customer a chatbot is also a representative of your business. Your chatbot should display the character traits and values of your business while interacting with your customers.
  5. Outsource the chatbot development to experts. Creating a running a chatbot needs to be done by experts specialising in chatbot development. There are companies, such as Active Associate, which offer end-to-end chatbot development services for law firms and have the desired in-house expertise to handle the range of development and deployment activities.

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Here at Active Associate we at the leading edge of applying chatbot and intelligent assistant technologies to solving problems experienced by many law firms. If your practice would like to talk to a team of professionals who can develop standalone single-purpose chatbot or comprehensive solution – we’re at your service!

Call Active Associate today on 0800 755 337 or chat with our chatbot @Actie for a no-obligation discussion about your needs.

 

By: Anatoly Khorozov / September 12, 2018

Does Your Law Firm Need a Facebook Page?

To Facebook or not to Facebook, that’s is the question many lawyers ask over the last decade. While there seems to be a widespread acceptance that LinkedIn is appropriate for all businesses, many lawyers don’t see the value of Facebook presence.

Why are law firms uncomfortable with Facebook? It seems that many lawyers think of Facebook as a purely social network with its relaxed social elements so they are unsure how to exist within that environment. They believe that they might need to behave in a less than professional way in order to succeed in Facebook. But this simply isn’t true. Facebook can actually be a valuable marketing and professional networking tool for lawyers just as it works for any other businesses. Nowadays, Facebook is a proper business tool whether we like it or not.

Social media is the big bang of the modern day. In a short two decades, Facebook has taken off like a firecracker. It was one of the first social networks to arise after the birth of the internet and people cling to it like nothing they’ve seen before. Word of mouth travels like wildfire, and nowadays the word of mouth switched to social networks so once your business is on Facebook and you use it right, you’re likely to get more new customers.

People are going to Facebook to ask for recommendations of service providers. They do this in their own peer group asking their friends for recommendations. While it is true that you don’t need a Facebook page for someone to recommend you on Facebook, but it does help. From a technical perspective if someone starts writing the name of your firm into Facebook it will automatically try and find a page that matches. When this happens the person can select the appropriate page and then link it to their recommendation. This way the person seeking the recommendation can click the link and go straight to your page and therefore clients more likely to contact your firm.

Obviously, your law firm’s Facebook page should clearly be focusing on your law practice, not your personal life. But what Facebook also offers firms is the chance to tell a different story about themselves, or show a different side of themselves; something that isn’t possible or appropriate to tell and show through other channels, such as a website, a newsletter or a brochure. For instance, a firm can post photos and videos of a staff function, a charity event, or even tell the community that one of the associates got married. It can let a firm start up discussions of interest to its Facebook community. It can showcase upcoming events, either at the firm or in the community (perhaps including events that the firm sponsors). Anything that a firm is or does that could benefit from the interactivity and sense of community that Facebook engenders is a good candidate for inclusion on your firm’s Facebook page.

Every so often run a promotion post where you give away something (it could be anything really: movie tickets, shopping vouchers, or a box of chocolate). This is not only going to get you more people to your Facebook page but also may get you new customers.

While it’s important to use Facebook as an avenue to promote your own content and recent firm news, firms should remember that Facebook is about building relationships, so it’s just as important to listen to your community as it is to broadcast your information. Many firms spend 100% of their time on social media just broadcasting their own content but they ignore things like comment on other posts to promote conversation, share statuses from other Facebook pages and post industry-relevant resources that were not written by someone in the firm.

A Chatbot is another great way to engage with your Facebook audience. A Chatbot that lives on your Facebook page will answers questions from prospects and clients 24/7/365. This technology will make your business communications immediate and overwhelming and it’s quite attainable. A great thing about this technology is that Facebook will enable a response time badge on your page that shows every visitor that your business has a fast response time, which makes clients more likely to send a message to your firm.

What is also really important is to put together a social media policy for your firm to follow. This can range from a general outline of overarching guidelines to a list of specifics on who in the firm can post what and where.

Some firms leave all social media efforts (and content creation or marketing in general) on one person’s shoulders and this is a crucial mistake. Today, firms should rely on more than one person for practice development. Facebook usage can – and should – be a team effort. Even if your social media policy dictates that only one person can make actual posts, all lawyers and staff should be encouraged to create content and come up with ideas.

The important thing to remember isn’t that every firm needs a Facebook page — that’s not the case — but that firms need to find out what social media vehicles like Facebook offer in terms of new ways of marketing themselves, new means by which the character and brand of the firm can be communicated, and new opportunities to develop a multi-faceted profile in the online world.

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Here at Active Associate we at the leading edge of applying chatbot and intelligent assistant technologies to solving problems experienced by many law firms. If your practice would like to talk to a team of professionals who can develop standalone single-purpose chatbot or comprehensive solution – we’re at your service!

Call Active Associate today on 0800 755 337 or chat with our chatbot @Actie for a no-obligation discussion about your needs.

By: Anatoly Khorozov / August 31, 2018

5 things you should do to simplify your small law firm management

Small law firm owners often find themselves pulled in several different directions at the same time to keep their business running smoothly. They commonly have to simultaneously wear hats of a boss, employee, and subcontractor. This makes balancing the workload very challenging because if they focus too much on practising law, managing the firm becomes unmanageable. According to the Thomson Reuters 2016 State of U.S. Small Law Firms Study small law firms spend around 40 percent of the time on activities other than practising law.

Here are 5 ways to simplify your life when you are running a small law firm.

Get Good Practice Management Software

The practice management software is a good first move turning to tech in general. This software is helping businesses grow by coordinating some of the most vital financial, logistical and communication aspects of your practice. Obviously, every firm will have different needs, so before choosing the software consider what pain points or tasks you want the system to help you solve.

Consider Chatbots

Using the latest technologies like AI and Chatbots can help simplify your business. A Chatbot that lives on your website or Facebook page, if you have one, will answers questions from prospects and clients 24/7/365. This technology will make your business communications immediate and overwhelming and it’s quite attainable for small firms. Some chatbots are also good in helping you with automation (see below).

Automate Common Precedents

Because many of the documents and contacts that you do for your clients are pretty standard, automating them eases your burden. Using the automation software or even a plugin or a chatbot will help your practice grow by automating some of the time-consuming documenting tasks of your daily routines, so you can instead focus on creative and customer-facing work.

Rely on Procedures

Don’t just make these up. Put them on templates so everyone can use them. Having everyone on the same page when it comes to how things get done makes your workday much smoother.

Shift to Cloud

The cloud is definitely good for simplifying your business as it eliminates the high cost of hardware and software, and you can opt for a subscription-based model that suits your budget. It also promotes scalability and allows the business to scale as and when it is needed. It’s a safe place to store all kinds of digital information including customer data.

Outsource What Can be Outscored

Focus on what you do well – practice the law. Spreading your energy on other tasks that are important for your practice but you’re not so good at isn’t helping your business. For instance, setting up Facebook or AdWords marketing campaigns can be challenging and time-consuming and you can effectively keep the actual costs down when you’re outsourcing this kind of tasks.

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Here at Active Associate we at the leading edge of applying chatbot and intelligent assistant technologies to solving problems experienced by many law firms. If your practice would like to talk to a team of professionals who can develop standalone single-purpose chatbot or comprehensive solution – we’re at your service!

Call Active Associate today on 0800 755 337 or chat with our chatbot @Actie for a no-obligation discussion about your needs.

By: Anatoly Khorozov / August 23, 2018
Chatbots are your new best friends

Why Chatbots are lawyer’s new best friends

Automation is on. Personalisation is the key. The world is changing with the wave of AI and Chatbots.

The AI Chatbot technology is rapidly upgrading to unfold innovation that enables day to day operations to be more efficient and cost-effective.  Nowadays, Chatbots not only work as a virtual assistant helping customers to navigate through the required processes or information but can also help law firms in limitless ways to execute various business processes such as online interviews for customer intake and onboarding, appointment scheduling, document and workflow automation, triaging enquiries, and more.

Let’s have a closer look at some of those keynotes that make chatbots essential for law firms.

Automation is one of them. The great way to save time through automation is to streamline your firm’s document creation processes. A Chatbot can easily take care of your frequently-used documents, such as NDAs or engagement letters. It is also a very useful tool for your firm’s customer intake or onboarding online questionnaires. It will take some time to create a document template for each type of frequently-used document or questionnaire but from there a Chatbot will do the rest, by auto-populating documents with information pulled from your pre-populated documents and dialogues templates. Relevant data, such as client information, party details, and required clauses based on the contract logic are automatically inputted right in the document, saving you time and increasing your productivity.

Automated routing for a streamlined issue or request handling is another area a Chatbot can help with. A Chatbot can identify a customer’s intent using a number of variables and route it to the right recipient in much less time than humans could.

You can also use an AI Chatbot as a virtual assistant that interacts directly with your customers on your firm’s website or Facebook page answering questions and helping them to navigate through to the required services or information via the text interface. These Chatbots can dramatically improve customer satisfaction and to handle more requests in a shorter amount of time. On top of that, a Chatbot delivers a personalised experience that is in high demand. Personalisation is a catalyst that transforms a prospect into a customer and a customer to a returning customer.

These are just a few examples of how can a Chatbot be utilised to get your way to a more streamlined and efficient law practice. The benefits of using this technology are fairly obvious so don’t wait – Chatbots are your new best friends.

If you feel overwhelmed by the idea of deploying an AI Chatbot and/or automating your law firm and need help on where to start, our team can help. Contact us for a free initial consultation or a personalised demo.

By: Anatoly Khorozov / August 13, 2018

How can AI Chatbots change the future of law firms?

Following the recent app revolution, chatbots are now the new trend in the tech world. The big data, machine learning and other AI features are catching up to leverage better results and this evolution has lead to conversational chatbots. Today, conversational engagement is one of the hottest tech trends and the law industry is amongst the leader for its use.

Without any doubts, the chatbots have come up with promising future impacting work efficiency and running costs. With chatbot automation, there will be a major impact, the way law firms run and operate the business.

What are the advantages of chatbots?

Well, this is a natural question asked by many law firms. Before implementing a chatbot, all want to have a fair answer “how integrating Chatbot can be more fruitful than an app or a website. Here are some of the advantages listed that can help to understand the abovementioned question.

To start with, there is no need to download anything. Unlike apps, customers do not have to download a chatbot.

Secondly, in websites and apps, there is so much happening on the screen, which sometimes confuses users where to click. However, with the chatbot, the customer knows exactly what to do as the interaction is assisting through a process. Chatbots are basically programmed for helping to navigate the customers through the required services via text and/or pre-programmed buttons.

And on top of all that, chatbots can be used in multiple ways to execute different business processes automation like data processing, from filling, scheduling, alerts, etc.

AI-enabled chatbots can be seen as a tool for human enhancement than to see them as a tool which can replace the human being. That simply is not the case. The AI revolution is to help humans with smart work execution but not to replace lawyers.

Chatbots will enable to free efficient lawyers from doing monotonous jobs and enable them to invest their time in thinking to solve some critical problems.

Chatbots, an emerging trend in the law industry, believed to be the future of customer experience and business automation. They won’t replace humans lawyers completely, however, they will be used to offer real human-like and sophisticated interactions to enhance the customer experience. The collaboration of humans and AI Chatbots showcase the perfect paragon of business leadership.

By: Anatoly Khorozov / August 3, 2018

Need Legal Advice in China? Ask a Chatbot

The northwestern Chinese province of Qinghai is using artificial intelligence to expand access to legal services—an example of how legal tech is transforming the practice of law across China.
Last week, local governments in Qinghai made robots capable of answering 50,000 legal questions available to the public, according to state-run Xinhua news agency. These robots aim to help local residents in remote areas—many who are herdsmen and ethnic Tibetans—with legal issues in matrimonial, employment, consumer rights, traffic accidents, housing disputes and personal finance. The robots can also provide people with information on law firms, notary organizations and forensic appraisals.

Located on the Tibetan Plateau, Qinghai, like neighboring Xinjiang and Tibet, is largely rural and legal resources in the region are extremely limited. Liu Bolin, an official at the provincial justice department, told Xinhua that 75 percent of all the lawyers in the province are based in the provincial capital of Xining and in the city of Haidong. Eleven counties have no lawyers at all, he said.

Qinghai’s robot lawyers are not the first to use AI to provide public legal services in China. In May, the government-run China Legal Aid Foundation installed similar robots in Beijing to help local residents with legal issues.

Last year, the local government in southwest China’s Yunnan province launched a virtual law firm made up of robot lawyers capable of handling 10,000 legal inquiries daily. The firm’s services operate 24/7 and are available to the public for free, according to Xinhua. They also are geared toward residents in rural areas and small townships where lawyer resources are scarce.

Private legal practices have also seized upon opportunities to use technology. In 2016, Beijing-based Wusong Tech, a legal tech startup spun off from litigation boutique TianTong, launched Fa Xiaotao, a mobile app aimed to help small business owners and their lawyers analyze disputes and search for related judgments. Fa Xiaotao is backed by AI technology provided by Alibaba Group Holding Ltd.

Source: law.com

By: Anatoly Khorozov / August 1, 2018
Chatbots

5 Reason to Have a Chatbot on Your Law Firm Website

Gradually, the chatbot genie is coming out of the bottle to serve its masters. According to Business Insider, the global chatbot market has reached $703 million in 2016 and is expected to reach $1.23 billion by 2025, a compounded annual growth rate (CAGR) of 24.3%.

Within the global chatbot market, approximately 50% of end users prefer chatbots as the primary mode of communication for customer service inquiries; 55% of consumers are interested in interacting with a business using a chatbot to solve a problem and 95% of consumers believe ‘customer service’ is going to be the major beneficiary of chatbots.

Let’s see how your firm can use this innovative technology to ace the marketplace competition.

1. A Chatbot is your 24/7/365 helpdesk with zero-waiting time

According to Akamai, a 10 seconds delay in playing of an online video makes nearly half of the viewers leave the site or close the video. This trend just reflects the current consumers’ expectations – service should be delivered here and now. Imagine losing half of your customers just because you couldn’t respond to the queries when it was excepted. Nowadays, 57% of consumers are interested in chatbots for their instantaneity (HubSpot, 2017) and this fact not to be ignored.

2. A Chatbot improves user engagement

Web designers are under huge pressure when it comes to building the right user experience (UX). With customer’s level of expectation knowing no bounds, perhaps, improving the UX has become an endless journey and chatbots are a vital milestone in that process. Well designed and integrated with the business ecosystem Chatbot will help in delighting users by serving them spontaneously which increases user engagement as well as UX.

On top of that, a Chatbot delivers a personalised experience that is in high demand. Personalization is a catalyst that transforms a prospect into a customer and a customer to a returning customer.

3. A Chatbot targets a wider audience

With messaging platforms including Facebook Messenger, Telegram, Slack, Skype, etc., it has become easier for a business to target a wider audience. Moreover, these messaging apps and platforms already enjoy a phenomenal success and so it’s getting easier for businesses to be accepted in the market.

4. A Chatbot helps to ease your business processes

A Chatbot becomes your virtual assistant that collects and processes a bulk of conversational data which helps you to enhance the productivity and reduce non-billable time. It also filters out low-value enquiries and automates a lot of routines operations like setting up appointments, follow-up, information gathering, data capture etc.

5. Just keep up with the trend 😉

Chatbots are the chance to innovate in the customer-business relationship and to provide a tool to reach consumers on platforms they are already using. So, don’t miss the trend!

  • By 2020, over 80% of businesses are expected to have some sort of chatbot automation implemented (Business Insider, 2016)
  • 96% of businesses believe chatbots are here to stay. (Mindbrowser, 2017)
By: Anatoly Khorozov / July 27, 2018
Chat Bot for Lawyers

Chatbots are the latest AI advancement law firms should look at

Artificial Intelligence has grown a lot over the past few decades, and chatbots are now among the most popular applications of the AI technology. This is a perfect opportunity for law firms to take advantage of such solutions. In 2018, chatbots are becoming more popular and starting to change the organisational structure of how law firms operate.

Whenever someone has basic questions for a law firm, they can now get immediate answers from the chatbots that are set up to reply to their questions at any time.

Innovative law firms are using chatbots as a way to help generate new leads and to establish better customer support and relationships. Working off already available content provided by a law firm, the chatbot answers basic questions (without providing legal advice!) in a timely and convenient way, and help the firm engage potential customers and enhance the experience of existing customers.

These chatbots are not supposed to be robo-lawyers but rather virtual assistants “looking after” prospective and current customers, taking care of mundane trivial tasks and reducing reliance on people. Meanwhile, lawyers can devote their time to more important and business critical tasks that only humans can do. This reduces unbillable time and increases the overall profitability of a law firm.

When legal virtual assistants are providing support to people, it establishes and reinforces trust between potential and existing customers and the law firm. This helps generate more paying customers for the law firm.

Thanks to the chatbot technology, law firms no longer need to hire chat agents to answer people’s questions. It doesn’t even matter that the chatbot is automated and is relying on content that is given to them by writers who work for the law firm. The chatbot uses Natural Language Understanding (NLU), an AI technology, to work out the nature of the user’s message and matches that to the relevant content they are pre-programmed with. This is how the chatbot is able to come up with an immediate answer.

“The fact is that chatbots push conversion rates and generate interest in communicating with a law firm in a new way – our chatbot Lisa is a crucial part of our marketing strategy,” says Steven Moe, a Christchurch-based lawyer with Parry Field Lawyers.

A lead is not converted into a customer until they have actually communicated with a human lawyer of the firm. This is important because chatbots will never be able to replace the empathy and compassion that comes from talking with another human. Moe notes, “It’s vitally important for any law firm that wants to create a chatbot to find a healthy balance between technology-driven interactions that result in clients with losing the personal touch of the human interaction.”

Chatbots are great at providing basic information and helping potential customers set up meetings with lawyers in a way that is convenient and efficient for both parties. Obviously, chatbots must work hand in hand with other ways people contact law firms, for example by email or phone. A well designed and implemented chatbot solutions allow a user to contact a firm in a way that is most suitable for the occasion.

By: Anatoly Khorozov / March 16, 2018