MAXIMISE CLIENT EXPERIENCE WITH CONVERSATIONAL AI

Deliver a Better Client Experience for a Lower Overall Cost: Artificial Intelligence (AI) and conversational AI is starting to become an instrumental role in the evolution of client experience – helping reduce the overall client effort and meeting the ever-rising expectations of the ‘always-on-access’ clients, who instinctively want to self-manage on their own terms.

Unlike normal chatbots and a lot of AI assistants, this solution can be deployed on SMS, WhatsApp, Facebook Messenger, and Twitter direct messages, giving you unparalleled reach so that you can meet your clients wherever they are.

Studies show that not all interaction between a client and a law firm is via a telephone. Channel choices on how people interact with your business are:

  • 57% Live Chat
  • 60% Email
  • 62% Telephone
  • 51% Online Knowledge Base
  • 34% Click-to-Call
  • 8% Social Media

Answer prospective clients’ frequently asked questions from conveyancing to wills. Today, prospective clients looking to choose their preferred law firm will initially interact via an array of media channels: phone, email, webchats, LinkedIn, Facebook, mobile text messages, Twitter, Instagram, blogs etc. You’ll probably think that you have this covered. You can point to your website with its icons offering visitors the chance to engage through multiple media channels. But what is happening when they do? Do you know what the average response time is by your staff from each or any of these platforms?

Research has been done to ensure there are conversational AI personas that understand domains of knowledge for each vertical market including legal, with defined common processes and prospect and client enquiry resolution paths fully mapped. Using this persona as a starting point enables your law firm to retain control of the brand experience, without having to “start from scratch” to define the conversational AI experience.

How many conversations are you missing? Having conversational AI on your website is proven to increase the conversion ratio of prospects to client instruction while reducing costs. You only know about the clients and prospects that contact you, or who are willing to wait to connect with a member of the team. Don’t let any prospect enquiries slip away and generate more client instruction by letting the chatbot speak with the ones you aren’t getting to.

  • Increase client engagement.
  • Increase employee satisfaction.
  • Allow staff to spend time on complex or high-value interactions.

Be available for clients 24/7

Doing business doesn’t need to be saved for opening hours. Let your clients connect with your law firm at a time that suits them. The chatbot uses natural language and answers in your brand tone, meaning your clients get a consistently excellent experience.

It isn’t just a ‘chat bot’

Once plugged in, the conversational AI chatbot will work to learn your law firm, further develop its industry sector knowledge and will intelligently output information instantly. The hardest worker in your organisation, this conversational AI chatbot enables customers to self-serve, and helps prequalify potential customers and so increases sales teams’ effectiveness.

  • Integrate with your Practice Management System
  • GDPR Compliant
  • Natural language conversations
  • The conversational AI will learn and retain your content – the more it chats the more intelligent it becomes.
  • Considers staff availability and urgency before assigning conversations
  • Responses are not predefined
  • Knows who and how to ask for help in your law firm
  • Single dashboard view of performance and reporting
  • Seamless transfer to other channels and detailed handover to other members of staff

If this is something you would like to incorporate into your law firm, contact us today on 0345 362 0 247 or email AI@matrix247.com to organise a free demonstration with one of our specialists who will show you how conversational AI can fit into your law firm.











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