Chatbots have been at the forefront of efforts to automate legal services and internal knowledge repositories. But building and deploying these services can come with their fair share of welcome, and unwelcome, surprises. At the “Optimizing the Role of Chatbots in Legal” session at Legalweek New York, those from all corners of the legal industry discussed what they learned from launching their own internal chatbots. Here are some highlights from the talk:

There’s a Reason It’s Not Called a Talkbot

Law firm staff may be taking chatbots too literally. Flyn Flesher, knowledge management counsel supervisor at Ogletree, Deakins, Nash, Smoak & Stewart, noted that when his firm launched an internal chatbot, anyone in the firm was able to ask it questions via email or through a dedicated website. What he soon found out, however, was that many preferred to, well, online chat with the chatbot.

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