AI-Based Chatbots Revolutionizing Client Interaction in Legal Firms
Technology Category
- Application Infrastructure & Middleware - Database Management & Storage
- Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Industries
- Education
- Equipment & Machinery
Applicable Functions
- Product Research & Development
- Quality Assurance
Use Cases
- Chatbots
- Time Sensitive Networking
Services
- System Integration
- Training
The Customer
Legal Services
About The Customer
The customer is a legal services firm based in Australia. They offer a variety of services to their clients, which are communicated and explained through their website. The website also serves as a platform for potential and existing clients to ask questions and learn more about the services offered. The firm was facing challenges in manually handling the high volume of queries and questions, which was leading to increased administrative costs and time consumption. This was negatively impacting their profitability and productivity. They were in need of a solution that could automate this process, reduce manual efforts, and enhance the quality of customer communication and service.
The Challenge
The client, a legal services firm in Australia, had an existing website platform that served as an educational tool and communication gateway. The website was used by potential clients to learn about services and by existing clients to ask questions. However, the manual handling of high volumes of queries and questions posed a significant challenge. This resulted in increased administrative costs and time consumption, negatively impacting the business’s profitability and productivity. The firm sought a solution that would reduce the manual efforts of the administrative team, improve overall productivity, and enhance the quality of customer communication and service.
The Solution
Zealous System proposed an autonomous Chatbot for the website to handle client queries, enabling automation and eliminating the need for human interaction. The Chatbot was AI-enabled to improve customer service over time. A simple and custom database was created to store and manage user data. The dialogue engine was developed with Natural Language Processing (NLP) to understand and interpret client requirements. After thorough testing, the Chatbot was integrated into the current website. The team also provided training sessions to the administrative team to make the system independent. The system also maintained a multidimensional data model of all the transactions which could be accessed offline with ad hoc query options.
Operational Impact
Quantitative Benefit
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