The challenge
The platform received a growing volume of user enquiries, many of them repetitive or general guidance, that took up the lawyers’ time.
Identifying the type of case and the right specialist meant reading every enquiry and its documents, which made response times longer.
The solution
We implemented an AI agent that answers questions in natural language using the platform’s legal knowledge base.
The agent classifies the documents users send, identifies the type of case and routes it to the specialist lawyer with a summary; cases that require professional judgement always go to a person.
It was integrated with the CRM and a conversation analytics dashboard was enabled to track frequent topics and response times.
Results
- 60% reduction in customer service time.
- 24/7 answers to general guidance questions.
- Automatic routing to the specialist lawyer with the case context.
- Visibility of the most frequent topics to improve content and services.