Client Facing KM and AI: Opportunities and Challenges
The legal market talks a lot about client facing KM (knowledge management) and AI (artificial intelligence) but often does not clearly spell out either the opportunities or the challenges. To rectify this, I presented on the topic in September at the International Bar Association Annual meeting in Washington, DC.
I start by examining what clients want, which is solutions, not just information. To think about how to do this, I use a framework developed by Richard Susskind. I then step back to relate an online services framework internal and external KM. Given the recent hype about AI — and because AI drives some online legal services — I take a detour into an overview of AI, noting that for online services, expert systems are really the main AI tool so far. (For AI context, a slide show other uses of AI in legal.)
With the stage set, the presentation exams types of client facing systems and technologies to support them. That leads to a discussion of the challenges of building these systems. Challenges notwithstanding, some 40 firms in Australia, Canada, the UK, and US do offer services. So that leads to why and what the opportunities and costs to do so. I then reach some conclusions.
Be sure to scroll to the last slide for the bonus conclusions!
Firms in Australia, Canada, the UK, and US offering online legal services (client facing KM + AI)