How do you simplify and modernize the antiquated experience of customers needing to understand legal jargon to reach the right kind of attorney?

Train an AI model with historical customer intake inquires and let it map natural language questions to the right attorney with ease.

My Involvement:

  • Customer Experience Research

  • Product Innovation & Strategy

  • Product Ownership

  • Executive Team Presenter

Legacy customer flow that forces customers to file their intake request with the proper legal category. #hardtouse

Presented prototype that utilizes the power of artificial intelligence to simplify the customer experience in filing their request appropriately to get legal help.

Instead of burdening the customer with understanding the legal lexicon, an Ai model was trained with historical requests to undestand how to triage to the right backend legal category.

With this interface simplification in place, the platform now knows the customer is looking for a Trust. Would you have known to select Trust in the old legacy model?

Note: To make matters worse, LegalShield would delay requests or kick them back out to restart if they were improperly classified by the submitting customer.

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