I often feel the term “digital transformation” is misused. Clients talk of their fear around technology, but when we ask we discover they book holiday’s online, bank online and shop online and most recently collaborate with their work colleagues online. For sure this has made us smarter workers but digital transformation for most happened a long time ago.
We’ve observed the most successfully adopted technologies are a natural extension of what we are already doing do on a day to day basis. Focusing on productivity and increased profit in every day operations makes more sense than digital transformation – keeping technology simple then becomes the challenge.
This is a simple process of your law firm not wasting time on repetitive time consuming activities – by automating activities with chatbots allows you to shift your focus towards the legal challenges your clients face.
Chatbots have a big part to play in that shift in your legal working culture. There should be no fear of them, as chatting online is a simple extension of what we already do. This makes implementing them simple, just think about training a new member of your team, if fact call them digital workers.
What challenges are you trying to solve in your law firm?
- Is it to improving enquires by nurturing potential clients through your website?
- Is it used internally for smarter working, if so start by defining a work flow problem or a mundane task you’d like to replace.
Automate conversations that express your brand values
You will know how you talk to clients, learn of their challenges and provide them with answers. Play these conversations back in your mind and create scripts from them. These conversations are then scripted with empathy and your law firm’s brand voice by copywriters.
Integrating your chatbot to internal systems
Integrating chats into your appointment calendars, practice management software or online payments and document automation tools will depend on if these systems allow for that – the chances are they will! They will generally use an application programmers interface or API.
Testing your chatbot
Broadly speaking there is two components to this, first testing code but that’s largely done by companies like us. The second is testing with real people and observing how conversations flow, spotting any missed content or questions that had not been considered.
Improving the chatbot
Working with you we observe conversations and spot ways to improve the how your chatbot being used. This could be simple text that may need to be reviewed or when a legal representative needs to jump into the conversation. If a chatbot gets asked a question it hasn’t been trained for we add each question to the list of questions with answers for additional training.
It’s important to remember chatbots learn with supervision and just like a real person they need rules on how to respond. Once they have rules and scripts chatbots will provide a great way for your law firms to increase profits at the same time create better experiences for your clients.