Legal representation
The volume of calls at law firms exceeds the availability of administrative staff. A particular challenge is that call volume is subject to cyclical fluctuations. As a result, many calls go unanswered during peak times. Without the SUSI, the Digital Assistant Secretaries had to take down the callers’ requests during time-consuming conversations and forward them in brief notes to the appropriate legal representative for processing.
Since the partnership began, SUSI has been assisting the secretariat staff. It handles all calls that the secretariat team cannot process. During the call, the caller states the reason for the call, and the AI classifies the issue. Depending on the identified issue, SUSI either asks specific follow-up questions or answers the caller’s question immediately.
It then sends a summary, including the requested case numbers, to the relevant department or directly to the legal representative in question. SUSI also informs the caller which documents can be sent to the law firm in advance. This reduces the number of follow-up calls and minimizes processing time.