You have probably noticed the dialog windows that pop up on many websites that greet new visitors. But what exactly are these ‘virtual receptionists,’ and are they valuable for law firms?
These tools are chatbots and can either be driven by AI or a live person. For busy law firms, chatbots can provide various services that drive conversions, such as answering immediate questions for potential clients and scheduling consultations. AI-driven tools can also offer a variety of internal services to help lawyers boost productivity through enhanced discovery and research tools and even gain assistance with writing briefs or scrutinizing contracts.
Law firms should weigh the pros and cons of AI chatbots and human live chat to determine which best suits their needs. This post will help you make a better-informed decision.
There are two types of chats: human live chat and automated chatbots. Live chat services are the modern-day equivalent of an answering service, often providing round-the-clock agents to address prospective client questions and needs.
There are two varieties of chatbots: “smart” ones enabled with machine learning, generative AI (GenAI), and natural language processing (NLP) controls, and ones that only respond to a specific set of prompts.
Many websites use a “dumb” chatbot that can route customers to a live customer support agent, and some live chat tools might utilize specific AI-enabled features.
These are the uses that clients interact with directly:
In addition to marketing support, generative AI chatbot tools provide revolutionary services for enhancing lawyer productivity and operations internally:
Generative AI chatbots can be a game-changer for law firms, helping them save many hours per year. However, there are some important things to remember before investing heavily in AI.
Overall, precautions should be taken when using any AI. It should not give legal advice for external uses and must stick to generic answers. In internal uses, there are several other considerations:
There have been several high-profile cases of lawyers being reprimanded for relying on generative AI research that turned out to be hallucinations. Do not damage your firm’s reputation by failing due diligence regarding AI.
Learn more: Responsibly Adopting AI in Law Firms
This choice may require determining which features your firm needs most and planning for more in-depth implementations in the future.
When implementing a “smart” chatbot for your law firm, there are several models to choose from:
But what about the human options?
Live chat services are explicitly geared toward customer service and marketing. They ideally provide 24x7 customer support and support in multiple languages. However, they can be comparable to, and even more expensive than, AI chatbot options.
Choosing between AI chatbots and live chat services requires carefully assessing a firm's specific needs to maximize effectiveness and uphold its reputation. Chatbots are becoming essential tools for law firms, offering both client-facing and internal functionalities that enhance service delivery and operational efficiency. They provide 24x7 client support, lead generation, and appointment scheduling while assisting lawyers with document review, research, and writing tasks.
However, firms must carefully weigh the benefits of AI-driven chatbots against potential drawbacks, such as inaccuracies and confidentiality concerns. Ensuring human oversight, maintaining security, and adhering to local regulations are critical for responsible implementation.
Protexure provides various insurance solutions to help attorneys manage risk, such as professional liability and cyber risk management. We focus on delivering insurance and guidance tailored for small and solo law firms.
Contact one of our specialists to learn more about how chatbots can impact your law firm.
Disclaimer: This article is not meant to serve as legal advice. Always consult a certified attorney for advice pertinent to your specific situation.