What is a chatbot?

Definition of the legal bot

A legal bot is a computer program that performs often repetitive tasks in an automated way, like a robot. It is intended to assist you in this type of tasks, or in those that require a significant speed of action or that ask to simulate human reactions.

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What is the difference between chatbot and legal bot?

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The bots most often encountered in our daily lives of consumers and professionals are the “Chatbots”.

As a result of the contraction of the words “Chat” and “bot” (bot), a Chatbot is by definition a smart chatbot capable of interacting with humans in natural language via a messaging service hosted on a website (this is the case for Intercom Chatbots, Hubspot or Drift) or on social networks (for example, Messenger bot or Twitter bot).

The use of these Chatbots is particularly useful for answering frequent and recurring questions from visitors to a site or page on social media, in particular, to relieve sales or service teams that may sometimes overflow with requests.

Legal bots are bots intended for the legal professions. They have been designed and designed to suit your needs and those of your internal customers. These virtual legal assistants have joined many legal departments (Natixis, EDF, Oui.SNCF, Leroy Merlin etc…) and are becoming increasingly successful within these companies.

These legal bots are called “weak” interactions, i.e. those for which the lawyer will have set up answers to certain predefined questions. For operational or customer use, these legal bots are real time savers.

Legal bots improve the speed of legal responses provided to the company’s operations or clients, and on the other hand, to relieve the workload of lawyers by removing the mass of recurring and often “basic” questions posed by many interlocutors.

Legal bots allow you to:

📍 Inform a customer about their rights and obligations

📍 To refer to the competent interlocutor

📍 Auditing and assessing compliance in a dematerialized manner

📍 Pre-qualify to propose a first level of recommendation

📍 Generate documents from collected information

Good to know 💡: Some solutions, such as Seraphin Assistant, offer to use wizard templates already configured on topics specific.

The different types of legal bot

The relevance of the legal bot’s response is, of course, one of the most important elements for its success and for improving the satisfaction of your internal customers.

That is why it is worth clearly distinguishing two types of bots:

Legal bots with so-called “weak” interactions for which the human will have programmed answers to certain predefined questions.

✅ Advantage: The bot provides answers on the topics for which it was configured, and prompts the user to head to a human for any other question. This avoids the frustration of getting an answer “next to the plate”.

❌ Disadvantage: the user will not be able to ask his question to legal bot in natural language, as it would by typing a query in his Google search bar for example, but will have to follow a scenario of predefined questions.

Legal bots with so-called “strong” interactions using Artificial Intelligence and are capable of conducting a conversation independently.

✅ Advantage: the user will be able to ask their question in natural language without being guided by a predefined scenario of questions and answers.

❌ Disadvantage: letting the user ask their question in natural language increases the risk that the legal bot will not understand it and provide an irrelevant answer making the experience frustrating for the user.

What is the future for bots in the Legal Directorate?

Whereas in 2018, one in ten legal directorate planned to implement a legal bot according to an ExQI study. in partnership with the Cercle Montesquieu and the AFJE, we observe in practice more and more legal directions embarking on the design of their “legal bot”: this is the case of EDF, Oui.SNCF or Leroy Merlin.

Leroy Merlin’s legal management has implemented a legal bot to answer the recurring questions of its in-store operations in order to provide them with a dematerialized and immediately available service.

Similarly, the Legal Directorate of the National Federation of Tourist Offices of France has set up a legal bot allowing it to provide a first level of response to all its members Tourist Offices throughout France. Their legal bot also allows to qualify the complexity of the issue and to redirect the user to a partner law firm of the Federation.

Good to know 💡: Legal bots integrate into a corporate intranet, web page, or collaborative work software such as Microsoft Teams, in the most relevant and convenient way to access it for end-users.