Case Status Launches Client Intelligence, an AI Platform to Transform Customer Experience
The legal technology company File status today unveiled Client Intelligence, an AI-powered platform that the company says represents a significant shift from reactive customer management to predictive customer engagement.
The company announced the launch earlier today during its inaugural ceremony. Customer Experience Summit in Charleston, South Carolina, positioning the platform as a “system of action” rather than just a system of record.
(I’m attending the summit and will talk about it later.)
“We are entering a new era where customer and business insights drive AI-driven insights that drive measurable business impact,” said Keith Kitani, chief product officer at Case Status. “Client Intelligence enables businesses to move from reacting to customer needs to anticipating them, resulting in stronger customer relationships, greater operational efficiency and accelerated growth. »
Beyond Net Promoter Scores
The platform addresses a fundamental limitation of current customer satisfaction measurement. As CEO Andy Seavers explained in a recent interview with LawSites, traditional Net Promoter Score surveys become meaningless when customers are already unhappy.
“If you’re talking to a customer and they insult you, you don’t end the phone call by saying, ‘Hey, from zero to 10, how likely are you to refer me to a friend or colleague?’ They will definitely hang up on you.
Client Intelligence aims to predict customer dissatisfaction before it happens, leveraging Case Status’ extensive data set including 21 million messages, 280,000 NPS scores and 150 million mobile app activities from the past year alone.
The triage system
At the heart of Client Intelligence, Seavers told me, is a product called Triage, which identifies all possible actions within the Case Status platform, prioritizes them, provides context and pre-completes tasks for staff review. The system goes beyond simple automation by incorporating company-specific knowledge and customer history.
Examples include automatically writing responses to clients lost outside the courthouse before a hearing, or proactively reaching out to clients who typically miss their appointments with personalized advice, including addresses and reminders about the importance of being present.
“Instead of Case Status being a tool where people ask questions and you respond as a support tool, it queues up and makes customer engagement completely prescriptive in how we recommend to them how they take care of those customers,” Seavers said.
Data-driven approach
The platform leverages multiple data sources, including company websites, knowledge banks and communication histories, to create what the company describes as “a unique AI-powered ecosystem.”
It describes the components of this ecosystem as follows:
- Data: Leverage company, customer and case data, including platform metadata and external inputs such as VoIP, to identify patterns and trends.
- Insights: Using AI to interpret intent, emotion and context while predicting customer needs, anticipating challenges and recommending next steps.
- Agents: Use agents to automate workflows, prioritize work, improve customer experience, and enable staff to achieve better results.
Available to all subscribers
Client Intelligence will be available on all Case Status subscription levels, so businesses of all sizes can use its capabilities.
Subscribers in higher tiers will have access to enhanced smart client capabilities, the company said.
“Client Intelligence helps businesses unleash the power of the data they already have to deliver extraordinary value,” Seavers said. “This is the future of legal client engagement – more predictive, more proactive and more client-focused than ever before. »
