Is the future of legal services AI?

The media has been full of developments in AI chatbots recently. But is the future of legal services AI? The biggest splash (so far) in terms of coverage and positive response has been made by ChatGPT from OpenAI (you can try it for yourself online).

But what is an AI chatbot? Is this new technology? And how can they be used for legal services?

What is an AI chatbot?

An AI chatbot is a computer program powered by artificial intelligence. It can generate realistically ‘human’ written content in response to written inputs, or prompts. The extent of any AI chatbot’s capability to write about any given topic will necessarily depend on the individual capabilities of the program. Moreover, it depends on whether it is connected to a relevant database or search engine.

Is this new technology?

In some ways, a chatbot is essentially an interface that allows people to query a computer database through a two-way communication. The chatbot can respond to direct questions.

You may have come across many variants of a ‘chat with us’ icon on various business websites. These icons invite site visitors to input their queries into an online chat. This is a form of (generally limited) AI chatbot. While it will be designed to emulate a natural and user-friendly conversation, the questions it is able to answer tend to be restricted to formulaic responses. It typically provides FAQ answers or links to relevant website pages.

While using these chatbots can be a time and cost saving for businesses, they are not necessarily the best solution for clients.

The new ‘generation’ of AI chatbots (such as ChatGPT, Jasper, YouChat, Chatsonic by Writesonic or Socratic by Google)† are far more advanced than the previous ‘store front greeter’ chatbots. These are the chatbots that website visitors are used to trying to circumvent. It’s important to note that using a true AI chatbot as a virtual assistant is not cost-free for businesses. There will be some form of subscription cost involved in using any chatbot worth having.

As the use of true AI chatbots becomes increasingly prevalent in service industries, the technology continues to improve. A question arises: to what extent can and should AI chatbots be used in the provision of legal services?

How can AI chatbots be used by the legal sector?

To date, one of the main ways in which chatbots have been effectively utilized by legal service providers has been in basic client-facing functions. Chatbots take the form of virtual receptionists. As with many other customer-facing websites, chatbots have been integrated into the firm’s website. This helps to interact with site visitors by either directing them to information or referring them to the most relevant person in the firm.

From past experience, one might assume that the functions are only limited to answering queries from visitors. However, the new generation of AI chatbots can perform slightly more complex tasks, such as communicating with clients. This could take the form of giving a quick update on the process of a client’s case and booking meetings. They can also help in onboarding clients.

An AI chatbot can significantly streamline these communication processes. It removes the delays that come from requiring a human employee to find information and relay it as a response. Clients receive their responses almost instantaneously. Expectation management for information and service provision can be exceeded. This results in happy clients and staff who can focus on more difficult and complex tasks. Another additional benefit is that chatbots are open 24/7.

Another way that many lawyers can employ chatbots is to conduct legal research. By implementing AI chatbots into the business in a research capacity, lawyers can utilise their casework time far more efficiently.

Can AI chatbots be used to draft documents?

The possibility of relying on AI chatbots to streamline a firm’s internal workflow processes, or draft legal documents, will depend on the complexity of the case. Specifically, it relies on the client’s requirements and the capacity of the AI chatbot being used.

For example, if a client requests a standardized template for an employment contract which is to be used for all employees, perhaps an AI chatbot could create this. On the other hand, if a client requires a bespoke settlement agreement to be drafted, it is unlikely to be a suitable task for a chatbot. This is due to the complexity of the requirements and inputs.

How will AI chatbots be used by legal services providers in the future?

Currently, most AI chatbots used in the legal sector are the main point of initial online contact for new clients. They are not built to provide any information which could be construed as legal advice.

Although it is entirely possible that AI chatbots will be able to provide legal advice in the future, this will need to be done with caution and oversight. Law is not stationary. As the law evolves, it is possible that AI chatbot programs would not remain in constant and reliable lockstep with new developments. It seems unlikely that AI chatbot-lawyers are in the near future just yet.