Industry: Law Firm / Focus: Onboarding & Reducing Support Bottlenecks
Teaching a Complicated Platform to Teach Itself
The Problem
A mid-sized law firm had invested in a powerful collections platform, however new employees struggled to navigate it, managers repeated the same instructions daily, and the workload slowed whenever someone got stuck.
The Approach
Instead of creating more manuals or new training videos, we created an AI coach trained on the firm’s exact processes, terminology, and workflows. It understood how the collections system worked and how the firm expected tasks to be handled.
The Solution
New hires could ask the AI any question about the collections system such as how to enter a debtor or how to handle a reversed payment. They received step-by-step instructions that matched the firm’s internal standards, without needing to interrupt a manager.
The Results
- New employees reached competency faster. Managers regained hours each week.
- Accuracy improved because the AI delivered consistent instructions every time.
- Morale rose as employees no longer felt lost.
- The AI removed confusion, not people. It turned a complicated system into a guided one and gave the office manager what they needed: a consistent helper that never gets tired and never forgets the steps.
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