At the inaugural Client Experience Summit held in Charleston, South Carolina, Case Status launched its latest advancement in legal technology—an AI-driven platform called Client Intelligence. The announcement marks a shift from conventional responsive client management to a predictive engagement strategy, as emphasized by Case Status’ Chief Product Officer, Keith Kitani.
“We’re entering a new era where client and firm knowledge drive AI-powered insights that deliver measurable business impact,” declared Kitani. Client Intelligence aims to transform how law firms interact with their clients, enhancing relationships, boosting operational efficiency, and spurring growth.
Traditional measures of client satisfaction, such as Net Promoter Scores, often fall short when dealing with already dissatisfied clients. CEO Andy Seavers provided insights, explaining, “If you talk to a client and they’re cussing you out, you don’t end the phone call saying, ‘Hey, zero to 10, how likely are you to refer me to a friend or colleague?’ They’re definitely going to hang up on you.” In contrast, Client Intelligence seeks to predict and address dissatisfaction before emotions run high, drawing from a substantial dataset including 21 million messages and 150 million mobile app activities gathered over the past year.
Central to this mission is the Triage system, a feature that identifies potential actions and prioritizes them, providing context and preparing tasks for staff. This involves more than just automation as it integrates firm-specific insights with client history. Scenarios include automatic drafts of client responses or sending out personalized reminders for appointments.
The platform’s data-driven approach merges multiple data streams such as firm websites, knowledge banks, and communication histories into what the company calls “a single AI-powered ecosystem.” The ecosystem consists of:
- Data: Utilizing firm, client, and case data, including metadata and external inputs like VoIP, to unearth patterns.
- Insights: Employing AI to discern client intent and emotion, forecast needs, and suggest subsequent actions.
- Agents: Automating tasks to streamline workloads, enrich client experiences, and facilitate improved client deliverables.
According to the company, Client Intelligence will be accessible to all subscribers, with upper-level subscription tiers benefiting from enhanced capabilities. Firms of every size can harness this tool to maximize the value embedded within their existing data. “This is the future of legal client engagement—more predictive, more proactive, and more client-focused than ever,” Seavers asserted.
Further details can be found in the full article here.