AI, UX, and the Future of Legal Technology

Prime examples of this are intranets and extranets, both of which are core technologies that exist in many firms today. It used to be sufficient to use these tools to provide access to important documents and other, relatively simple content. This is no longer the case. Now we have enterprise search integration and connections to other enterprise systems such as the ones mentioned above. We also have audience targeting of news feeds and other dynamic content to deliver the most relevant information to a particular individual. Plus, there are countless other features like robust employee directories with social collaboration components, data analytics with data visualization, and various forms of AI.

On the heels of a recent hype cycle, AI, in particular, is trending in the legal technology space. Firms are using AI-powered applications in a variety of ways. For example, expert systems, which have been around for quite some time at this point and which use encoded logic to simulate human expertise, enable firms to deliver sound legal advice for common situations. The advice given is based on client responses to a set of fundamental questions and can be provided without the need for attorney intervention. Firms are also starting to employ chatbots to answer common questions from firm personnel and clients and to connect individuals with the sometimes disparate resources they need. A major advantage of chatbots over traditional search tools is that chatbots offer a more “natural” experience, through human-like interactions and natural language processing, which is a form of AI that enables computers to understand and communicate using human language. In addition, new, innovative tools allow users to upload legal documents, such as complaints, for analysis. Once analyzed, these tools automatically generate responsive documents, provide guidance regarding missing, relevant case law, and more. Among the many benefits such AI-powered applications offer, they enable lawyers and other firm personnel to save substantial amounts of time previously dedicated to lower-level tasks and instead focus on more substantive, higher-value work. They also empower users to find the answers and resources they need quickly, through on-demand self-service.

It’s essential to note that, more than ever, employees and clients alike expect their interactions with firm technologies to be of consumer-level quality. This has prompted firms to begin focusing on both form and function, looking at the design, development, implementation, and eventual support of new products through the lens of user experience (UX). Nielsen Norman Group, a leader in the field of UX, summarizes it as follows: “’User experience’ encompasses all aspects of the end-user’s interaction with the company, its services, and its products.” The ultimate goal, of course, is to provide an exceptional user experience, ideally one that delights the end-user. This requires a solid understanding of users’ wants and needs, which is obtained through various research methods.

User experience, along with AI and other next-generation technologies, is the wave of the future. In fact, UX itself is a key driving force behind innovation and technological advancement. And, although it will require a significant cultural shift within some organizations, those that prioritize user experience will end up as leaders in their respective industries.

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