Law firms that have a chatbot benefit from all the advantages that this artificial intelligence system offers
Communication is the process that has always been used by mankind to transmit information: knowledge, culture, customs, laws, etc. Communication can occur in many ways, symbolically, iconically, corporeally, verbally or in writing. But it can also occur through different channels. Nowadays, instant messaging communication is one of the most common channels.
The first artificial intelligence-based chatbot to be developed was 'ELIZA' in 1966. Its creator was Professor Joseph Weizenbaum, who decided to develop a chatbot that would act as a therapist. The function of this tool was to decipher the information entered by users to present an appropriate response, however, ELIZA presented a problem: sometimes it was not able to recognize a key word and the answer it gave was invalid for the user. With the development of machine learning and natural language processing, there are now thousands of chatbots that are effective for users and valid for all professional sectors, including the legal sector.
Legal chatbots. Everything you need to know about these virtual assistants
In this digitalized society, communication processes through the Internet are a success, so many law firms have implemented chatbots as a tool for first contact with customers. A conversational bot is a software that simulates having a conversation with a person by providing automatic responses to questions asked by users.
Providing customer service that is effective and works quickly is one of the cornerstones of the legal industry. As a result, more and more law firms are integrating a chatbot into their business to help clients resolve legal questions and concerns.
Advantages of chatbots
One of the most important benefits that these conversational bots bring to companies is their availability for use 24 hours a day, seven days a week. In addition, it simultaneously handles multiple customer inquiries. This automated service alternative increases client engagement while improving their experience and also increases the rate of engagement for legal services.
On the other hand, being an artificial intelligence system designed to give an effective response, although not too deep on the issue, it quickly solves the doubts of users, but without taking away the work of lawyers. This means that the work of lawyers is not endangered by chatbots because there are actions that are still essential to be performed by a human professional. This tool serves as a support, not as competition.
These virtual assistants generate a quick and efficient contact with clients without the need for human intervention. This translates into greater productivity for the firm since lawyers do not have to invest part of their working time in answering those questions. In addition, the firm will reduce customer service costs.
The chatbot is used to collect basic data from users, so when a meeting between the lawyer and the client takes place later, the legal professional will already have enough information about that person's case thanks to the questions they have provided to the chatbot, for example, the type of legal service they need or the budget they have available. All of this helps to provide better service to clients, reduce the human effort of workers and offer a more personalized experience to clients.
The development of the chatbot
Before installing this service, the law firm must be clear about the objectives they are pursuing with the incorporation of this tool so that its operation is optimal. Once the company knows the objectives, it will be easier to decide which questions the chatbot will ask users. The next point is to specify where the chatbot will be deployed. You can install it on several of the company's platforms at the same time in order to increase its visibility. It will be a good idea to include the conversational bot on the law firm's website and social networks because these are the online sites where clients will go to look for information.
Chatbots must have personality. They have to be composed of a number of characteristics that help lawyers and clients fulfill their purposes. The personality of a chatbot is determined by the sum of the different components that interact in the relationship with the user, these components are: the name, the visual style, the background and the tone of the conversation.
- The name assigned to the virtual assistant has to be a human name, but without matching a name that can be identified with another virtual service, e.g. Siri or Alexa.
- The visual style is the image of the chatbot, how users see it. The face of the virtual assistant has to reflect the company's branding, corporate colors, typography and design style. The goal is for users to quickly identify the assistant with the law firm.
- The chatbot is an employee of your company and as such, it has to offer a good legal service to customers.
- The tone of the conversation must be natural, as it would be between two people. But be careful, users should not be made to believe that the chatbot is a real person, it is important that people know that they are having a conversation with a software, with the advantages and disadvantages that this entails.
The conversation must have a coherent order: beginning, middle and end. The bot must be configured so that once the interaction with the user is over, it thanks the customer for his patience and interest, just as a physical person would do, because the treatment must be as human as possible. This is one of the characteristics sought in the application of artificial intelligence: to provide personality and offer a closer service. The virtual assistant can also be configured so that once the conversation is over, it offers the client the possibility of scheduling an appointment with a lawyer.
Although it is an intelligent service that offers many advantages to law firms, this tool can also have technical failures or become outdated to the needs of customers, so it is important to keep improving the legal chatbot from time to time, to correct possible errors.