So Much More Than a ChatBot

The Challenge

Our client is a law firm with 80+ lawyers in 20 offices around the United States specializing in personal injury in situations involving vehicle accidents, defective products, malpractice, and premise liability. While they feature “live” 24/7 agents on their websites, the responses of these agents are inconsistent, prospects don’t always get the information they need, it’s cumbersome to book appointments and take deposits, and their current webchat functions yield anemic conversion rates to web-based inquiries. The managing partners of the firm are curious about the impact that Generative AI could deliver to these challenges.

The Solution

Veryverseevaluated their current customer interaction process and studied the data that they had from conventional customer interaction systems. We developed a mechanism to keep data from their prospect interactions protected and secure while leveraging the benefits of Large Language Model based virtual assistant to handle inquiries, recommend particular lawyers and guide prospects to articles / information they need. Next engagements with this firm will engage us in conducting sentiment analysis on incoming calls and texts, and in real time assessing the appropriate triage sequence for these calls.

The Results

These solutions are enabling our client to offer reassurance and swift resolution to incoming prospect and customer calls. They are enjoying 3x conversion rates from inbound inquiries. Equally important our generative AI is increasingly adept at recommending new offerings to the law firm that are tuned to the incoming inquires.

As a result, the firm’s marketing group can choose the type of content they want to create, whether it’s an email, an article explaining new case rulings that may affect, say, product liability complaints; add a prompt describing what they are seeking to accomplish (generate more leads, increase brand awareness, flag issues their clients should be wary of); and include the targeted audience and other parameters, such as style, that help create marketing communications tailored to the needs of their customer base. Veryverse’s AI tool then offers several options from which the firm’s marketing experts can choose.