About Online Legal Services
Online Legal Services Limited, founded by Mark Keenan, runs Divorce-Online. This UK-based service offers a quick, affordable, and stress-free online divorce process. For over 20 years, they have helped couples navigate divorce without the high costs of solicitors. Their services include managed divorce, consent orders, and financial settlements, providing support through the entire process.
They emphasize simplicity and cost-effectiveness – using technology to streamline information gathering and updates – making divorce more amicable and less confrontational. They also offer various guides and advice on divorce-related matters.
Challenge
The team needed a reliable way to answer customer questions outside normal office hours while coping with enquiry-team availability, absence, and overflow. Improving response quality to lift sales and satisfaction was also critical.
Solution
- Six-month AI training program using company content and tailored training docs
- Soft launch to refine answers, followed by a full launch in November with live scoring of every interaction
- Deployment of AI assistants on three websites for continuous after-hours support
- Custom empathetic legal-advisor persona
- Key CustomGPT features leveraged: Data Integration, Anti-Hallucination, Custom Persona, Livechat Embedding
Results
Since introducing CustomGPT, the company has observed a doubling in sales – attributed to the AI’s excellent responses during out-of-hours customer interactions.
Encouraged by these results, Mark and his team plan to expand the use of CustomGPT and AI across various legal functions, including support for tracking legal cases, updates, and advice and to an even broader range of business functions like marketing and accounting.
Overall, the company’s proactive approach in training and customizing AI tools underscores their commitment to innovation and customer satisfaction, setting a new gold standard for the legal services industry.
Why it Worked
- Low-code platform enabled rapid setup
- Rigorous six-month content training ensured accuracy and empathy
- Live scoring created a feedback loop for continuous improvement
- AI extended service hours and reduced staffing pressure while maintaining quality
Conclusion
By integrating and continually refining CustomGPT, Online Legal Services achieved dramatic sales growth, round-the-clock support, and higher customer satisfaction with minimal additional cost.
Want to check out Online Legal Services Customer Support Bot? Please visit their website and try sending your own query!
