“There is a quieter conversation happening in legal operations about AI chatbots — one that is more useful than the loud version.
The honest position, from [Cerissa Stevens (tag her)] running one of the best intake teams in the nation, is that AI chatbots are valuable but only when the firm owns them and reviews them carefully. The risk is not the chatbot itself. The risk is the chatbot answering as if it were the attorney.
It happens. Integrations cross wires. A prospect asks a legal question. The model produces something that sounds confident, sounds attorney-shaped, and is not. That is the moment the firm has a problem.
The firms doing this well treat AI chatbots as a layer, not a substitute. They build a notification system so a human gets pinged the moment a real chat comes in. They monitor what the chatbot is saying. They take over when the conversation needs an actual attorney’s judgment.
AI chatbots are extremely important. So is the operational discipline around them.“
– Hugo E. Gomez, Founder (Abogados NOW)
Watch our full intake conversation with Cerissa Stevens:
Elite Intake Strategies with Steinger, Greene & Feiner: How One of Florida’s Top PI Firms Converts More Leads Into Signed Cases