Rule based chatbots “the pros”
Firstly creating a rule based chatbot is quicker and simpler than an AI, Machine Learning chatbot. For example a chatbot will present your firms service options, the client then select which they want. This makes them quicker to deploy, gets them up to speed quicker and has a lower cost of development.
Rule based chatbots do have some advantages over AI, machine learning chatbots but they also have short comings that need to be fully considered.
Rule based chatbots “the cons”
Rule based chatbots can’t learn on their own, they only provide answers your legal team provides from a predefined set of rules.
Rule based chatbots can’t offer a personised experience, for example if you gave a chatbot your name it won’t be able to remember it.
AI, Machine Learning chatbots “the pros”
Think of them as real people starting from scratch and you get the idea. In return you gain a legal expert who works 24 hours a day and can do all the mundane tasks where we humans are too expensive.
AI, Machine Learning chatbots engage in end to end client requests and provide services without human interaction with multiple consecutive conversations 24 hours a day.
They can also be developed to understand different languages, dialects and can personalise communications with your clients where rule based chatbots can’t.
AI, Machine Learning chatbots provide a more human experience, they can:
- Chat in natural conversation
- Workout misspellings
- Keep improving over time
- Available to clients 24 hours a day 7 days a week
AI, Machine Learning chatbots “the cons”
Their shortcomings are around context when communicating with us humans. By that I mean, we automatically change how we talk with young people v more formal tones with clients. Given chatbots can’t understand that context they communicate the same way regardless of what age or gender of the person.
Once created law firms then need to keep it updated with any changes or queries that’s may have been missed.
For the full article visit our law firm essential guide to chatbots. Or if you are interested in learning more about Artificial Intelligence and Machine Learning chatbots we’d love to discuss how they can help your law firm.