GEN AI - Legal Service Assistant (LiSA)
Legal Self-Service
LiSA is enabling the transition to the legal department of tomorrow. Legal departments are inundated with large volumes of repetitive, low-value requests, preventing department staff from focusing on important activities that company leaders expect. Currently, legal departments increase staff to accommodate the ever-increasing demand. This drives increased long-term cost, and since activities are completed manually, decreased efficiency, and minimal activity tracking capabilities.
Forward-thinking departments see that by leveraging a unified entry point for legal requests with legal service assistant capabilities, self-service will increase, demand on the legal team and costs will flatten, staff resources will be free to focus on high value activities, and client satisfaction will improve.
LiSA Explained
In 2022, MyLegal set a course to augment our enterprise-grade automation platform with Al.
Intake is one of the main areas where process improvement can occur. MyLegal has nearly thirty applications that address various types of legal department intake processes.
A more simplified, user-friendly solution for self-service was needed. The invention and increased capability of Gen Al and Chat GPT enabled the implementation of new approaches in simpler, more cost-effective manner.
Leveraging Chat GPT and Gen Al, MyLegal built a framework for legal assistance. Chat bot interactivity, fueled by Large Language Models, can quickly access and retrieve information needed for self-service. By developing a comprehensive corpus, many of the queries can be addressed by the chat bot.
As the complexity of the query increases, the legal department then provides additional aditional in formation or policies to olo, and in other cases, generating a request (ticket) for some sort of assistance.
Depending on the use case, LiSA can escalate the request for instant advice through live help. LiSA can intake a request using a chat session, and LiSA can intake a request using an intake form. These two examples are supported by MyLegal’s enterprise grade automation platform.
Depending on the use case, LiSA can escalate the request for instant advice through live help. LiSA can intake a request using a chat session, and LiSA can intake a request using an intake form. These two examples are supported by MyLegal’s enterprise grade automation platform.
Many companies have begun to provide a Gen Al chat bot for self-service, but these chat sessions are merely replacing a general email box. In other words, the inquiry generating a ticket does not contain enough information for proper and effective triaging of the issue. All this accomplishes is giving the user a different experience for the request intake, it does nothing to streamline the back end.
Remedying this requires a fully integrated automation platform, where a sufficient amount of request details can be collected from the chat bot or intake form.
In this way, a formal process can be initiated, designed and based on best practices. The process enables activities to be routed to the proper person or team and the process managed in the most efficient and automated manner.
End-to-end auditing ensures successful outcomes and provides necessary data for continuous process improvement.
How is LiSA different?
Simplicity and Speed – MyLegal has built utilities to simplify and speed up the process of building the corpus. This equates to shorter time-to-value and lower services costs.
Integrated Automation – By integrating MyLegal’s enterprise automation platform, departments get more than a ticketing system.
They get robust, tailored process management, enabled by nearly thirty legal department applications and the ability to build more quickly and cost effectively.
Agility – Process enhancement is enabled by an agile LC/NC platform that unlike most, doesn’t compile code. The department can make changes to their processes as their needs change without impact.
Security – The legal department has complete control of the corpus stored in the MyLegal repository. The department can set the boundaries of what is delivered and to which role the content is delivered.
Auditing and Analytics – Process auditing compabilities made the LISA and MyLegal platforms enables detailed analytics and supports continuous process improvement.
