Chatbots are one example where the automation of advice and support is starting to be widely adopted by business as a way to further engage with their client base. One of the primary use cases that arose out of the application of chatbots was the means of automating and standardising advice. So it’s no surprise that the legal sector is being touted as an industry which could benefit from this technology.
We worked with an International law firm who wanted to embrace new technologies and find innovative ways of servicing their customers. We implemented a cognitive reasoning platform which allows businesses to apply existing human knowledge to problems, and provide a rationale for every automated judgement made.
The traditional approach to identifying customer needs is for lawyers to manually compare each customer’s circumstances with upcoming changes in legislation. This highly manual, repetitive task results in a series of proposals for billable work but at a cost of thousands of lawyer hours. Like any human task, the process is vulnerable to human error and the time spent is not billable.
The client recognised that a cognitive solution had the potential to take on much of this process, accurately and rapidly analysing existing opportunities and triaging new enquiries.
This leaves lawyers to do what they do best; providing a high quality service to their clients
The tool is able to consult with customers directly via a chat interface to assess each client’s needs, resulting in an automated pipeline of work.
We worked with them on a new piece of legislation to trial the concept. This required working with their knowledgeable lawyers to encode their expertise on the new piece of legislation. Together we modelled how customers with different attributes are impacted by different parts of the act to produce a bespoke cognitive model. This model is capable of consulting on numerous cases concurrently, providing nuanced high-value conclusions.
The knowledge map was exposed via a chatbot and added to their public website for client use. Any customer can now go through a consultative process with this chatbot to assess their level of risk under this legislation. They receive a tailored report clearly describing the level of risk they are exposed to, and the actions required for them to comply with the legislation. They also receive a statement of work and quotation for any billable services required by our client.
Unlike other AI solutions, we used Rainbird, a Cognitive Reasoning Platform, which provides a rationale for every judgement it makes, thus enabling a full audit trail for this automated decisioning. Lawyers are able to explore the decisioning that went into each report, giving them confidence that the logic is being properly and consistently applied, whilst enabling them to remain in total control of the process as legislation evolves. The solution remembers every interaction, so it has the potential to take what it has learnt into account to better inform future judgements.