AI Automation Case Study: Legal Industry
Online Legal Services
Divorce-Online is run by Online Legal Services Limited, which was started by Mark Keenan. This service in the UK lets you get a divorce online quickly, cheaply, and without stress. They have been helping people get divorced for more than 20 years without charging a lot of money like lawyers do. They offer services like managed divorce, consent orders, and financial settlements, and they are there to help you through the whole process.
They stress ease of use and low cost, using technology to make it easier to gather information and keep it up to date. This makes divorce more peaceful and less heated. They also have a number of guides and tips for people going through divorce.
The goals of online legal services
Mark Keenan, CEO and founder, had a hard time answering customer questions. It was hard to find people to answer customers' questions outside of normal business hours, and it was even harder to keep track of the new inquiry team's work, especially since some people were absent or overworked. The business needed to come up with a new way to improve customer service and boost sales.
They saw an AI Knowledge Base solution as a possible game-changer because it had a low-code, easy-to-integrate platform. They wanted to use the service to add an AI-driven feature to their existing live chat platform that would make it better. The goal was to improve sales, customer satisfaction, and the quality of the content all at once.
“AI Knowledge base solution has allowed us to build a series of AI assistants for our legal businesses at speed without having to build them ourselves at great cost. We now deploy AI customer service chatbots outside of office hours on 3 websites and have seen a massive increase in leads and sales during these times. Now, we're in the process of deploying AI assistants internally for a whole host of functions.”
Mark Keenan, CEO & Founder, Online Legal Services Limited
Online Legal Services' Approach
Mark and his team's plan for CustomGPT included a long six-month training period. The content they used and specially written training documents helped shape and guide the AI's responses. The project was first "soft-launched" outside of their live chat platform so that it could be tweaked and improved a lot. In November, it was officially launched.
Online Legal Services uses a system of scores to train the AI all the time. By giving both the AI and human answers to questions grades, they can use the information to make the AI agent even better at customer service.
One interesting thing is that Online Legal Services used CustomGPT's Persona feature to create a very skilled and caring lawyer.
Online Legal Services' Results
The company has seen a doubling in sales since implementing an AI Knowledge Base solution. This is because the AI provides excellent responses to customers calling outside of business hours.
Because of these positive results, Mark and his team want to use AI Knowledge Base Solution and AI in even more legal tasks, such as helping to keep track of cases, provide updates, and give advice, as well as in more business tasks, such as marketing and accounting.
Overall, the company's proactive approach to training and customizing AI tools shows how committed they are to new ideas and customer satisfaction. They have set a new standard for the legal services industry.
Would you like to see Online Legal Services Customer Support Bot? Please go to their website and send them your own query!