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.
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.
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.
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.
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.
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.
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.
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.
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!
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.
Everyone these days has their opinion about the millennial generation. From entitled young people that don’t know how to live in the real world, to hyper-connected technophiles that are going to change the human race, you’ll find perspectives on both ends and everywhere in between.
When it comes to marketing, there are two important truths that one must first realize about millennials:
First, they are the first generation to grow up with the Internet and all the technology it has brought to us. They do not know a world without it. For them, it has always been there. They think about the Internet the same way most of us think about television, we weren’t part of the world before it existed.
Second, they need to be a major part of your marketing efforts. They are the new wave of consumers and clients that your law firm will need to cater to if you want to survive. They know their tech, and, more importantly, they use it for everything. They were not introduced to it, they were born with it.
Here are just a few tips to help you tune your marketing efforts to have a greater impact with the millennial generation.
Millennials Prefer Mobile
Millenials do far more with their mobile devices than with traditional desktop or laptop computers. If you want to reach millennials, you absolutely have to create marketing material that is designed to look good and be effective on mobile devices like tablets and, of course, phones.
Inbound Marketing is Essential
Some surveys have reported as much as 80% of millennials stating that they simply do not trust traditional advertising methods such as TV, radio, and print ads. In the mind of a millennial, these types of advertising campaigns are far too impersonal and centred too much on promoting the company instead of helping the customer.
To be successful now, and more so in the future, inbound marketing is a much better choice. Millennials know how to find what they’re looking for online. Your job is not to give them directions, but to be the destination. If you can provide the information they are looking for, they will trust you with their business when the time comes.
Social Media is the New Word of Mouth
Millennials share absolutely everything online. They will tell anyone and everyone what they like, what they don’t, and everything in between. Not only should you strive to create messages that are easily shareable through social media, you should be keeping an eye on what others are saying about you or your firm.
Customer Service Has Moved Online
Most millennials will prefer to deal with your law firm via text messages or through a platform like Facebook or Twitter instead of phone calls. Of course, some real contact will eventually be required, but during that “getting to know you” phase, they prefer to ask questions and receive answers through the online mediums where they are comfortable.
You should also think about the fact that they will be looking at how you’ve responded to others in the past, too. Online or offline, one thing that still holds true is that if good news spreads fast, bad news spreads even faster. It’s extremely important to stay on top of social media and take advantage of every opportunity you find. Help push the good news along and do everything in your power to turn the bad news around.
Strive to Provide the Best Information
Above all, your firm needs to provide real value to your target audience. Communicate with clarity and transparency. There is no magical mystery formula that puts the top brands on top. They are simply the brands providing the most value to and building trust with their own specific audience.
For lawyers, this means you have to go beyond what your firm can do for any given client and explain the why and how. Explain how the law works, why someone might need a lawyer, and show them your expertise on a deeper level. It may take some time, but it will build trust with your audience, and, in the end, your client list.