“It’s about speed and confidence”: How Cityblock Health handles legal Q&A with AI

Challenge

The legal team at the healthcare provider Cityblock Health found they were spending too much time on low-level Q&A.

• The business would frequently come to Legal with questions that had already been answered in policies or training sessions
• Answering repetitive queries took time away from complex, high-value legal work
• Legal wanted to help the business self-serve, but whatever answers they’d get need to be accurate and actionable

General Counsel Wendy Chow came across Josef and decided to create AI tools that’d help the business help themselves.

Solution

AI Q&A tools would help Legal save time while scaling the support they provide to the business.

• Josef’s document pre-processing engine would make for fast implementation without any heavy configuration
• Human-in-the-loop moderation would let legal review and approve responses along the way
• Q&A tools with closed domain systems would source answers from the company’s pre-approved content only, i.e. existing policies, SOPs, and guidance

Josef ticked all the boxes for Cityblock.

Wendy says, “The tools we adopt need to be beautiful, easy to use and the implementation time needs to not be that much. With Josef, the answers the tool generates, even untrained, are great!”

Results

Now, both Legal and the wider organization can get work done faster with less low-level tasks weighing them down.

• Employees can get answers instantly, without waiting on legal to find the right document and share answers one on one
• Business users have confidence in responses, knowing they are validated by legal
• Legal is freed to focus on higher-value advisory work, while routine policy questions are handled at scale

Cityblock’s legal team had the content ready; Josef just helped them share it more accessibly and safely, at scale.