Messenger and Chatbots – A Match Made In ….?

On 31 August 2018, the Centre for Legal Innovation held its second annual AI in Legal Practice Summit in Sydney. In the session “Messenger and Chatbots – A Match Made In…..?” Carl White, Chief Experience Officer and Director, CXINLaw discussed the typical legal customer experience with law firms and how the innovation of legal practice needed to have that front of mind as new tools were developed and integrated into legal practice. Carl set the scene for the subsequent discussion, led by Co-Founders of Nudge Marketing, Elly Hurley and Helen Denney-Stone, on how chatbots, a new tool, are becoming an integral part not only of how a customer experiences legal services/products, but how the data they produce, might also assist lawyers and law firms to customise their services/products for their customers. Participants were also treated to a live demonstration of a chatbot developed for the session.