Why Conversation Is at the Core of Glade

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. 

Artificial intelligence can seem intimidating, particularly for clients seeking legal help. But it doesn’t have to be. At Glade, we ensure there’s a human element throughout every touchpoint. 

AI and Public Trust

A 2023 survey found that a majority of people (61%) are wary of artificial intelligence. “People have more faith in AI to produce accurate and reliable output and provide helpful services but question the safety, security and fairness of AI and the extent to which it upolds privacy rights.”

Reminding clients there’s a human on the other end throughout the process can help increase trust. As clients initiate their cases, send files full of sensitive information, and answer any necessary questions, they can use the chat function to contact their legal team.

“When people are having questions or they want to ask you something… they can just discuss it right here,” says Kiran Bellubbi, founder of Glade. “This conversational aspect of the discussion permeated throughout the entire product, like you can do it in a document checklist. You can engage with the clients in a real way asynchronously.”

Beyond Trust: Why Conversations Are Important to Law Firms

Conversation is not just about ensuring clients trust the systems you use; being able to speak to your clients can also benefit your relationship with them. Regular conversation can: 

Clear up Confusion

If clients feel like they can’t reach out to you, they may have lingering questions. For example, if they need to upload a certain document but they’re not sure if they have the right one, they might feel confused and even frustrated.

Move Cases Along

Conversations can help clients get unstuck. Being able to reach out to you and ask you specific questions can help them finish their tasks.

Make Your Client Feel Listened to

Lawyers are busy, but that doesn’t mean clients should feel ignored. A chat feature invites them to reach out any time they have a question, which can make them feel taken care of.

Keep Everyone on the Same Page

Touching base regularly can ensure that everyone has a clear idea of what’s happening going forward. 

Provide a Clear Record

If you communicate via phone or in person, there’s a risk that you won’t jot down the information or that you or your client will forget the information. A chat provides a clear record of everything you discussed, which the client can refer back to when necessary.