Legal technology has a way of missing the vast middle of the legal market. Biglaw has the resources to build out the latest and greatest in tech. Small law jumps into technology to keep themselves competitive. But like Jan Brady, the midsize firms are often in an awkward position: big enough not to need technology to sink or swim, but not big enough to dump resources into a cutting edge infrastructure. They’re the kind of firm where you can end up with a CIO who is also the receptionist and last got the firm on board with a big upgrade when they moved to Windows 7.
Actionstep, a cloud-based law firm management software provider with a soft spot for that midsize market, just announced its new AI support tool Scout.
Scout provides users with an in-platform assistant for “the joint benefit of giving our customers better access to support, along with more relevant and timely information without needing to make a request through traditional support avenues,” according to Daniella Bohill, Actionstep’s Senior Vice President of Customers. The company says the tool has already resolved 83% of queries successfully and has saved approximately 140 customer support team hours.
Built with OpenAI technology, Scout is trained on content from the Actionstep Practice Management Help Center and Knowledge Hub. It’s not the sexiest AI promise out there, but one tailored to solve a precise pain point.
- Instant Q&As: – Scout searches across Actionstep’s Practice Management Help Center to find the most relevant, accurate response in seconds, ranging from how to generate use case-specific reporting to creating contacts and matters with custom information.
- Smart summaries: Scout pulls insights from multiple help articles and Knowledge Hub sources and combines them into easy-to-read and understand responses.
- Step-by-step assistance: Scout helps users complete tasks in Actionstep Practice Management with thorough step-by-step guidance.
- Simplify workflow: Scout is designed to enhance legal professionals’ experience in Actionstep Practice Management by answering questions and providing in-app guidance, ensuring users can stay in the platform and remain on task.
The first hurdle to building a tech-infused law practice is keeping the technology running and the lawyers engaged. Minimizing those moments where a frustrated and confused lawyer could just throw up their hands and say it’s faster to do this the old way is a win. And for whatever psychological reason, the generative AI interface makes in-roads with lawyers as a user experience that nothing else has before.
If Scout can intervene before the lawyer calls an engineer out to the site to flip a switch as explained on page 4 of the manual that no one bothered to open, it’s an achievement.
Not that a lawyer has ever wasted an engineer’s time before…
Joe Patrice is a senior editor at Above the Law and co-host of Thinking Like A Lawyer. Feel free to email any tips, questions, or comments. Follow him on Twitter or Bluesky if you’re interested in law, politics, and a healthy dose of college sports news. Joe also serves as a Managing Director at RPN Executive Search.
The post Practice Management Platform Introduces AI Tool To Streamline Support appeared first on Above the Law.
Legal technology has a way of missing the vast middle of the legal market. Biglaw has the resources to build out the latest and greatest in tech. Small law jumps into technology to keep themselves competitive. But like Jan Brady, the midsize firms are often in an awkward position: big enough not to need technology to sink or swim, but not big enough to dump resources into a cutting edge infrastructure. They’re the kind of firm where you can end up with a CIO who is also the receptionist and last got the firm on board with a big upgrade when they moved to Windows 7.
Actionstep, a cloud-based law firm management software provider with a soft spot for that midsize market, just announced its new AI support tool Scout.
Scout provides users with an in-platform assistant for “the joint benefit of giving our customers better access to support, along with more relevant and timely information without needing to make a request through traditional support avenues,” according to Daniella Bohill, Actionstep’s Senior Vice President of Customers. The company says the tool has already resolved 83% of queries successfully and has saved approximately 140 customer support team hours.
Built with OpenAI technology, Scout is trained on content from the Actionstep Practice Management Help Center and Knowledge Hub. It’s not the sexiest AI promise out there, but one tailored to solve a precise pain point.
- Instant Q&As: – Scout searches across Actionstep’s Practice Management Help Center to find the most relevant, accurate response in seconds, ranging from how to generate use case-specific reporting to creating contacts and matters with custom information.
- Smart summaries: Scout pulls insights from multiple help articles and Knowledge Hub sources and combines them into easy-to-read and understand responses.
- Step-by-step assistance: Scout helps users complete tasks in Actionstep Practice Management with thorough step-by-step guidance.
- Simplify workflow: Scout is designed to enhance legal professionals’ experience in Actionstep Practice Management by answering questions and providing in-app guidance, ensuring users can stay in the platform and remain on task.
The first hurdle to building a tech-infused law practice is keeping the technology running and the lawyers engaged. Minimizing those moments where a frustrated and confused lawyer could just throw up their hands and say it’s faster to do this the old way is a win. And for whatever psychological reason, the generative AI interface makes in-roads with lawyers as a user experience that nothing else has before.
If Scout can intervene before the lawyer calls an engineer out to the site to flip a switch as explained on page 4 of the manual that no one bothered to open, it’s an achievement.
Not that a lawyer has ever wasted an engineer’s time before…
Joe Patrice is a senior editor at Above the Law and co-host of Thinking Like A Lawyer. Feel free to email any tips, questions, or comments. Follow him on Twitter or Bluesky if you’re interested in law, politics, and a healthy dose of college sports news. Joe also serves as a Managing Director at RPN Executive Search.
