The traditional approach to identifying customer needs is for lawyers to manually compare each customer’s circumstances with upcoming changes in legislation. This highly manual, repetitive task results in a series of proposals for billable work but at a cost of thousands of lawyer hours. Like any human task, the process is vulnerable to human error and the time spent is not billable.
Our client recognised that Rainbird had the potential to take on much of this process, accurately and rapidly analysing existing opportunities and triaging new enquiries. Rainbird is able to consult with customers directly via a chat interface to assess each client’s needs, resulting in an automated pipeline of work. This leaves the lawyers to do what they do best, providing a high quality service to their clients.
Our client sought to identify a piece of legislation that would be ideal to trial this concept. The timing of the Modern Slavery Act, and the requirements it places on organisations, made this a perfect topic and a great time to deploy a solution.
The Modern Slavery Act is a piece of legislation that sets out a range of measures on how modern slavery and human trafficking is dealt with in the UK. All obligated businesses must publish a ‘slavery and human trafficking statement’ for each financial year. The burden on organisations is coming into focus as each organisation faces the financial year end.
Our client engaged us to build and deploy a self-assessment tool that can be used by any customer affected by the legislation.
We worked with a team of their knowledgable lawyers, to encode their expertise on the Modern Slavery Act. Together we modelled how customers with different attributes are impacted by different parts of the act, resulting in a Rainbird Knowledge Map. This cognitive model is capable of consulting on numerous cases concurrently, proving nuanced high-value conclusions. The Knowledge Map was exposed via a chatbot and added to their public website for client use.
Any customer can now go through a consultative process with this Rainbird powered chatbot to assess their level of risk under this legislation. They receive a tailored report clearly describing the level of risk they are exposed to, and the actions required for them to comply with the legislation. They also receive a statement of work and quotation for any billable services required by our client.
Unlike other AI solutions, Rainbird provides a rationale for every judgement it makes which acts as a full audit trail for this automated decisioning. Lawyers are able to explore the ‘thinking’ that went into each report, giving them confidence that the logic is being properly and consistently applied, while enabling them to remain in total control of the process as legislation evolves.
Rainbird remembers every interaction, so there remains the potential for Rainbird to take what it has learnt into account to better inform future judgements.
Our client has increased their operational efficiency while also winning new business through the tool. Volumes are expected to continue to increase as the 2017 financial year end approaches.
Our client is keen to create more Rainbird-powered solutions, so we are developing an internal Centre of Excellence so they can proceed with expanding this capability internally, supported by the Rainbird team.