Chatbots have become a game-changer in just about all sectors of business. But what exactly is a Chatbot and how does it use artificial intelligence (AI) to help lawyers and their clients?
It is a computer program designed to simulate conversation with human users. You might have interacted with one when you visit a website and a small chat window pops up, asking if you need help. That is a bot at work. These bots can answer questions, provide information, and even perform tasks based on what you type in the chat.
AI, is the core behind Chatbots, it allows the bots to understand what you’re asking and respond with the best possible answer, provided it has the correct data to answer.
But how does it do that? One of the most impressive things about AI-powered Chatbots is their ability to understand human language. This is called Natural Language Processing (NLP). NLP helps the system break down sentences, recognise key words, and determine the intent behind the message. For example, if a client types, “I need help with my contract,” the system knows the person is likely asking for legal assistance related to a contract.
Some Chatbots get better over time through a process called machine learning. This means the more is interacts with people, the more it learns about common questions and the best answers. For instance, if a system repeatedly encounters questions about a specific law, it can improve its answers to be more helpful in future interactions.
These AI-powered bots can access and process vast amounts of data in seconds. Imagine a client needs to know the deadline for filing a legal document. It can quickly pull that information from the firm’s database and provide an instant answer. This ability to retrieve data instantly saves time for both clients and lawyers. Of course it does not just pull this information out of thin air, it has to be told where to find the information and what to look for.
How are Chatbots used in law firms?
Clients often have similar questions, like “What are your business hours?” or “How can I schedule an appointment?” Instead of having a receptionist handle every query, a bot can provide immediate answers, freeing up time for the staff to focus on more complex tasks.
Clients can also use a Chatbot to check the status of their case or get updates. For example, a client could ask, “Has my court date been scheduled?” the system can access the necessary information and provide a quick update, which is particularly useful outside of regular office hours.
Some systems are advanced enough to assist in preparing simple legal documents. A client might need help drafting a basic agreement. The bot can ask a series of questions and then generate a draft document based on the answers. While the final document would still need a lawyer’s review, this saves significant time in the initial stages.
They can schedule meetings for clients with their lawyers. For instance, if a client wants to meet with a lawyer on a specific date, the system can check the lawyer’s calendar and book an available slot.
Legal matters can be confusing for clients who are not familiar with the legal process. Chatbots can guide them step-by-step, explaining what to expect next, which documents they need to provide, and what actions they should take.
These bots work around the clock, providing assistance even when the office is closed. This is especially useful for clients who need help outside of normal business hours.
By handling routine tasks, it allows lawyers and staff to focus on more complex and important matters. This increases the overall efficiency of the firm.
It will reduce the need for additional staff to handle basic queries and tasks, which can lower operational costs for the firm. Quick and accurate responses from bots lead to a better client experience. Clients appreciate getting answers right away, especially for simple enquiries.
Chatbots in law firms don’t have to be able to create legal contracts to make them viable. To start, you could have a Chatbot on your law firm website to ask a very simple question like, “My name is Lex, how can I help you today?” – and to start you off, the only answer it has is to tell them that all the lawyers are busy, but if they leave their name and number a lawyer will call them back. The bot will email the lawyers with the details. Simple.
A Chatbot like the above, loaded on a WordPress site will not cost you a cent, except for the time your website developer needs to install it, but will at least dip your big toe into the ocean of AI.