3 benefits of automating FAQs for in-house legal teams

Here at Josef, we understand the struggles many in-house teams face. Providing legal advice and guidance is a hands-on and time-consuming task. You have to manage dozens of requests, often with competing priorities and deadlines. Adding insult to injury they’re often repetitive. Not a great use of your time!  

If you’re tired of feeling like the ‘blocker’ or simply want to work smarter, automating your FAQs is one of the many ways that legal technology can help you recover lost time, giving your team the freedom to focus on other tasks (or just more time to be proactive and use your skills!). 

Allow us to present three benefits of implementing an FAQ bot

Improved client satisfaction

For in-house teams working with internal clients, there is often pressure to be constantly available. In fact, a 2021 survey by the Association of Corporate Counsel found that general counsel spends as much as 28% of their time offering legal advice. An FAQ bot takes on first engagements with clients, answering pressing questions immediately and accurately without having to wait for a lawyer to have time to compose a reply.

What’s more, you’re building a scalable tool that is always learning. How? You can manage by exception, each time a new type of request is raised you can adjust the workflow to cater to this request. For example, if your business grows and you now need to comply with Modern Slavery reporting requirements you can add this capability to your tool. You get to be proactive and provide timely guidance to meet your team’s needs.

Time saved with automation

Automation is often assumed to be a lengthy, complicated process. But, the ongoing challenge of answering each and every client’s request manually demands far more manpower and hours than it takes to build and implement a bot. 

Ask yourself this — are you still responding to the same question day after day? Do you copy and paste responses from emails you wrote just last week? If your answer to these questions is yes, it might be time for a new way of doing things. Building just one bot to manage FAQs could give back precious hours in your week, and the process is truly simple. As clients ask, their inquiries and your responses are uploaded to the bot. The more time passes, the more comprehensive your FAQ becomes. 

Reaping the benefits of legal automation doesn’t take months of coding, training, and upkeep. In fact, at global HR and recruitment firm Randstad, in-house legal professionals gained more than 100 hours back with a single bot they built in mere hours. 

Alleviate bottlenecks, streamline processes

The process of receiving and redirecting questions to the correct member of the team can create frustrating sticking points in the legal process. Automating your FAQs can help keep things in motion from the very beginning, helping your team to triage complex questions and direct clients to the correct team member to address their needs. 

On top of organising inquiries, automation also makes it easy to prioritise requests by importance. This helps keep your team on track with meeting client needs and avoids time-sensitive issues slipping through the cracks. In-house legal professionals at Fnatic, a global esports performance brand, saw marked improvements in client satisfaction after implementing automation tools. In a client survey, 100% agreed that Fnatic delivered outstanding work while offering practical, problem-solving advice. 

Additionally, automating FAQs standardises your processes so providing advice and guidance to a high standard becomes that little bit easier. Over time you can remove inconsistencies as you learn more and receive feedback from your clients. 

Data! Data! Data! Automation helps you identify knowledge gaps. As you automate more and more requests you’ll quickly gather trends data. Information, you can analyse, to better understand the depth and breadth of the requests you received. These are insights that may have previously been buried or too time-consuming to report on. All the time you’ve saved might just allow you to be proactive and less reactive for a change. Now wouldn’t that be nice!

So which FAQs are you going to automate next! 

Legal teams use Josef to save time, scale their services and delight staff and clients.

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