Pennington: moving beyond bland nature of traditional quote forms
Leading conveyancing firm Convey Law has launched what is said to be the first fully automated chatbot that can engage with potential conveyancing clients, provide instant fee quotes, and then arrange a follow-up conversation with a member of its team.
It aims to free up staff time and reduce marketing costs.
Conveybot enables law firms to automate the process of helping customers obtain accurate conveyancing quotes, as well as enabling conversations with customer service staff to be initiated automatically.
Conveyancers can add their own FAQs to the chatbot’s knowledge base, allowing it to answer questions most commonly asked about quotes, and guide the customer towards instructing the law firm automatically.
If the chatbot does not know the answer to a question, a member of the customer services team can take over, and the bot can learn from them.
The aim is that, over time, the bot will have learnt the answers to more and more questions, meaning that customer service staff are only asked to take over conversation when more complex questions arise.
The chatbot was built using the Conveybot add-on to the QuoteXpress platform created by Tonic Works.
Rob Hosier, sales and marketing director of Convey Law, said: “We are constantly looking to embrace technology to improve our conveyancing service for our clients. The Conveybot allows us to interact with potential clients at a time and manner that suits them. It also helps reduce the overall resource cost associated with our marketing strategies.”
Matthew Pennington of QuoteXpress said: “Our service is the first service of its kind to deliver conveyancing quotes directly to consumers through the communication channels that they already know and love – such as Facebook Messenger, Skype, Telegram and SMS.
“Conveybot moves beyond the bland transactional nature of traditional conveyancing quote forms, allowing law firms to build rapport with potential clients through automated instant messaging.”
Chatbots are starting to get a hold in the law, presenting a neutral, non-judgemental interface to the victims of crime [1], as well as DoNotPay, the chatbot that has become well known for helping people overturn parking tickets – 160,000 and counting – and is also bringing claimants within a few clicks of making representations in civil claims [2].
More recently, the chatbot’s functionality has been expanded to use Facebook Messenger to help refugees fill in an immigration application in the US and Canada, or apply for asylum support in the UK.