Many companies are using chatbot technology as a tool to increase their productivity. Some businesses in the legal sector are also using chatbots to interact with their customers.
There is still, however, an issue with clients who may need additional support to help resolve their queries. Could this advancing technology be used to provide legal assistance to people with learning disabilities?
What are chatbots?
Chatbots are software that responds to common questions. You can find them on company websites, forums, business pages and social media messenger apps.
With the rise of artificial intelligence and deep learning, chatbots can learn common speech patterns and the underlying context within a conversation. By utilising natural language processing, these bots can break down search terms and formulate more intelligent and logical answers to questions.
Four ways legal chatbots can aid people with learning disabilities
Retail chatbots used by companies such as Sephora and H&M are helping to drive online sales and engagement with their customers.
The legal sector can also use the technology as a support tool. Chatbots can:
1) Provide an element of comfort
Sometimes it can be difficult to discuss an embarrassing topic or legal issue with another human, in fear of being judged or ridiculed. The pressure increases if the client has learning disabilities and may not be able to perform tasks quickly or accurately.
Legal chatbots can help to provide a sense of relief and an element of anonymity since sensitive questions will be asked to the software instead.
2) Support those that need answers quickly
Legal chatbots can provide fast responses to simple questions and be a great source of information for those short on time.
Bots access a database of information and pull out relevant facts to answer questions. It means your clients won’t have to wait in a queue for a live member of staff to answer their queries.
3) Shorten the wait time for specialist support
Some people with learning disabilities may need additional support from your company. Legal chatbots can provide some of the information your clients need, freeing up staff to dedicate more time to individual customers.
4) Provide services at all times in the day
Legal chatbots on your company website can operate 24 hours a day. They can act as secondary support workers and provide customer service out of hours.
Your chatbots can be particularly useful when your clients have urgent issues they want to explore outside your regular working hours.
Further applications of legal technology
Chatbot technology is only just starting to find its feet in the legal industry, but it has enormous potential to grow. Rather than helping with generic queries or problems, in the future, chatbots will be able to provide information in the form of personalised legal advice.
To learn more about technological advancements in the legal tech and IT sector, you can read similar posts in our intelligence centre.