Chatbots and virtual assistants have revolutionized the way businesses interact with customers. They’re used in various industries, including healthcare, finance, and retail. One area that has seen significant uptake in chatbots is the legal industry.
Chatbots and virtual assistants have become crucial to legal customer service as they can provide instant and accurate responses to customer inquiries. According to a recent report by Grand View Research, the global chatbot market is expected to reach $9.4 billion by 2024, with more than 50% of law firms expected to use chatbots by 2020.
One of the main benefits of using chatbots in legal customer service is to handle high volumes of routine inquiries. Chatbots can filter inquiries, identify the most pressing ones, and direct them to the right legal representative. This is particularly important during peak times or when lawyers are not available.
Here are some examples of how chatbots and virtual assistants are changing legal customer service:
1. ROSS Intelligence – ROSS is a platform that leverages artificial intelligence to provide legal research solutions. It allows users to ask natural language questions, and then provides appropriate answers after analyzing a vast database of legal documents.
2. LISA – LISA is a virtual assistant that helps corporations manage and handle legal matters. It handles routine tasks such as contract management, compliance documentation, and litigation management.
3. DoNotPay – DoNotPay is a chatbot that provides free legal advice to consumers. It helps users to fight parking tickets, get flight compensation, and even sue companies in small claims court.
4. LawDroid – LawDroid is a virtual assistant that helps law firms automate their intake process. It can handle initial consultations, collect client information, and even provide initial advice.
The use of chatbots in legal customer service has also been linked to increased customer satisfaction. According to a report by Salesforce, 64% of customers prefer to communicate with businesses via messaging instead of other channels. Chatbots offer a fast, efficient and convenient means of communication that aligns with this preference.
Moreover, chatbots can help legal firms reduce costs. While they cannot replace a human lawyer, chatbots can handle routine legal inquiries that would otherwise be done by a paralegal. This saves time and allows lawyers to focus on more critical tasks that require human intelligence.
In conclusion, chatbots and virtual assistants are game-changers in the legal services industry. Their ability to handle routine inquiries, provide counsel, and reduce costs provide a win-win situation for both legal firms and clients. Given the rapid adoption of chatbots in legal customer service, it’s essential for lawyers and law firms to integrate them into their operations to stay competitive in today’s tech-driven world.