How a Sympathetic Chatbot Helped This Firm Retain More Clients
Your chatbot can sound more like you.


The Modern Law Firm series delves into how AI can streamline your law firm — whether it’s by saving you time and money, eliminating mistakes and redundancies or making your workflow more efficient.

A chatbot is a useful tool. It can respond to clients after hours and it can answer simple questions, freeing you up to focus on other tasks.
But is your chatbot capturing your voice? One bankruptcy lawyer wanted something that felt a little more like her. Here’s how Glade.ai helped her accomplish it.
What Is a Chatbot?
A chatbot is a computer program that simulates natural conversation. Many businesses use chatbots to communicate with customers. While it’s common for chatbots to use artificial intelligence not all of them do.
There are a few types of chatbots, including:
AI-powered Chatbots
These chatbots use artificial intelligence technologies, like natural language processing,
Keyword-based Chatbots
Keyword-based chatbots look for specific keywords, which serve as cues for how they should respond.
Rule-based Chatbots
Unlike AI-powered and keyword-based chatbots, users cannot type in questions. Instead, they pick from a set number of options. This is not as flexible as other types of chatbots.
Benefits of Chatbots
Chatbots are useful for law firms. They can:
Enable You to Speak to More Clients
It’s difficult for you and your team to be available all day. A chatbot can help after hours and on the weekends, connecting you to more potential clients.
Make You More Efficient
A chatbot can vet clients, so you can connect with those you can represent.
Reduce Costs
A chatbot can save you money by helping you offer chat support for more hours of the day.
Building a More Empathetic Chatbot
Being empathetic with bankruptcy clients is important. It was a must for lawyer Tara Salinas. “My biggest complaint was that the AI just didn’t sound like me,” she says. “It wasn’t as compassionate as I am with my clients.”
Not only can a more empathetic tone help instill trust with clients, but for Salinas, it meant a smoother transition from computer program to human. Salinas sought help from Glade for a new and improved chatbot.
“The team at [Glade.ai] came in and created customization all over the software to allow my voice to be the one that clients hear,” she says. “It allows us to automate summaries of our questionnaires. That means when one of my paralegals [goes to] start entering a case, they can get a really quick synopsis of exactly what’s going on there and all [that’s been] done by the AI, which is wonderful.”
With other software, Salinas's problems weren't addressed. "I'm just grateful because you all were open to hearing it," she says. "Every other time I've used a software product, it was like, 'Well, yeah, we'll get to that at some point down the road."
But with Glade.ai's prompt service, Salinas's law firm could quickly implement the chatbot it envisioned. The result is a clientele that sticks around.
"We are seeing an increase in retention because...people were coming to our firm because they liked that we're kind, that we're compassionate," she says. "So when what was coming from [Glade.ai] was coming much more consistently than I could ever send on my own, clients were super responsive."
Glade.ai has tools specifically meant to help lawyers save time and money and drive a better customer experience. Reach out today to take advantage of Glade’s form and document management, invoice generator and 24/7 client support.