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Chatbots are an essential part of the customer service industry, but the legal industry could also heavily benefit from the use of chatbots.
Many companies use chatbots to supplement human assistance with basic automated responses. The basic responses are usually programmed with a company’s most often asked questions in mind and allow for many support options to be provided on a 24/7 basis. Chatbots are an essential part of the customer service industry, but the legal industry could also heavily benefit from the use of chatbots in many different ways.
“Typically, the initial meeting with a client can take up to several hours,” said Nanette Kwong, an international litigation lawyer with 20 years of experience in the industry. Kwong says that for some cases, the first meeting and drafting of documents for a new client could take up most of your workday as a lawyer.
Kwong’s company Lex IT Limited specializes in legal technology solutions. They build bespoke chatbots for firms and individuals in the legal industry. She interviews firm partners extensively to find out their work needs and creates a software solution suited for those needs.
The use of chatbots also helps with firms that do work internationally, like immigration law firms. “Their clients might be from different parts of the world and cannot easily schedule a meeting or call due to time differences…chatbots can be used by potential clients 24 hours a day, every day of the year,” Kwong said.
“It’s something clients can do anytime they want. They can do it at night after work when they have a couple hours to themselves,” Kwong said. Legal drafting can also be automated, and all the lawyer needs to do is put on some finishing touches.
Kwong says that her company’s chatbots are particularly suited for small to medium sized firms, as sometimes lawyers are spread thin over many cases.
“Though a chatbot can’t go to court and argue a case in front of a judge yet, there are a lot of procedural things that you can use them for…law is a very logical subject, just like a computer program,” said Kwong.
She hopes that by exposing more of the industry to the use of chatbots, it could pave the path for other new technology to be used as well. “We lawyers tend to be very conservative in how we do things,” she says. “It’s because of how we’re trained. We’re very rooted in tradition.”
“Chatbots are just the first step. I plan to introduce more tech that lawyers could find useful in their daily work,” Kwong says. “I have a motto, ‘We are problem solvers, nothing is impossible’.”