Artificial Intelligence to improve client experience in the legal sector

Artificial Intelligence and the legal sector. To say that legal claims processes can become infuriating is nothing new, but with the widespread collapse of customer service across all industries over the past year, it is fair to say that the frustrations of some procedures are most keenly felt in the legal arena.

Client experience has become an increasingly important battleground for law firms. Clients can’t and don’t want to have to stick to schedules, they want personalized information and tools tailored to their specific needs; and, most importantly, they want their matters resolved as quickly and easily as possible.

However, for many law firms, offering this support is immensely difficult, especially for smaller firms and for those following more traditional working techniques, and it can seem like a choice between the well-being of clients and that of employees.

An automated and humanized experience

Emerging technologies – specifically, artificial intelligence (AI) – are already enabling to expand the service offered by some law firms to meet growing client demands while relieving some of the immediate pressure on their lawyers by automating repetitive, lower-value tasks. However, it mustn’t become mechanical and impersonal.

This leads most law firms that have already evaluated automated support to have eliminated traditional chatbot and RPA (robotic process automation) solutions. Conversational artificial intelligence (AI), on the other hand, does seem like a solution that can offer clients a very human-like experience.

Hire a digital paralegal

There are already several law firms in the U.S. and Europe that have developed a digital paralegal that not only assists their clients but takes on administrative tasks, paralegal work, and even the lawyers themselves. This helps improve the client experience and minimize delays, which in turn allows lawyers to have more time and be able to focus on building better cases.

In practice, these digital employees can perform, among other functions, two core jobs for law firms:

Handling client inquiries these cognitive agents, where deployed, become the first point of contact for clients when they call on the phone, identifying the request and automatically connecting the client to the team member handling the case. Some of these digital assistants currently handle more than 20,000 phone calls per month, which can account for 75% of all calls received by a firm. In the case of a personal injury claim, you can discuss recent medical visits, share information from the legal team and even remind them of upcoming appointments. Best of all, it can be integrated with CRM systems, if any. In addition to improving the experience and resolution time of customer inquiries, they also save the firm the cost of a call center, as it can handle multiple calls at once 24 hours a day, every day of the week.

Assist in navigating the web and closing new contracts – these agents can also answer questions that come in through the website. Some of these agents already serve more than 40,000 visitors a month on some of the websites they operate, which eases the team’s workload, resulting in a clear improvement in customer service. In addition, some law firms are signing contracts with new clients through these cognitive assistants, which has led to an increase in business directly attributable to these digital employees.

A new era and a new legal experience

The legal industry is still very traditional in the way it works. However, some have already started betting on next-generation technology developed with cognitive AI and digital employees, all with extraordinary results. We are at the beginning of our journey with artificial intelligence in the legal sector and have only scratched the surface of what AI is capable of doing in this sector. By engaging digital paralegals, we are reimagining law and giving clients the service they deserve in this digital age.

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