Ask Andrew – Why are we all so curious about ChatGPT?

Written by

Harris

17th July, 2023

ChatGPT is new. It’s AI, but in a seemingly more accessible format than the ‘artificial intelligence’ of old – think of those strange prototype robots at corporate events that weren’t really helpful at pouring drinks but were certainly talking points.

Since November when it was launched, ChatGPT has already piqued interest in every sector and whilst it has been in our consciousness for just a few months, I suspect more has been written about its potential to transform or adversely destroy our norms, than any other topic since the invention of printing in the 14^th century.

The big question is how it will affect our industry. Do we need to worry about it and what should we be doing to maximise the advantages that it may present?

Chat GPT is different. No question about that. I tried it out as soon as it was available back in November, and I had a similar epiphany to when I experimented with the internet back in 1995: “This is a game changer”. But disruptive tech comes with its challenges. Here’s my thoughts on the risks, and potential rewards of using ChatGPT.

What is ChatGPT?

ChatGPT is an LLM (Large Language Model, which is the term for generative tech that powers chatbots). It’s simplicity is that it accesses data and then rationalises what appears to be insight from a culmination of data sets. Data is interesting and on occasions enlightening but it lacks complexity and multi-dimension. In contrast, the human brain is one of the most complex and extraordinary structures in our known universe. It uses electricity and chemicals (amongst other elements) to create conscious thought. According to google, our brain has more neuron connections than there are stars in our galaxy – sixty million or thereabouts. That surely cannot be replicated.

And this is where the use of ChatGPT must be strategically planned and implemented.

The brain uses multiple data sources in decision making. Our left brains are logical and rational, right brains creative and emotional. Human output and decision making is never determined just from data, no matter how rich the source. From my perspective ChatGPT is just surmised data. It is impressive in its speedy and prolific output, but don’t for a second believe it is ‘right’ - it is only reiterating data, and this is not necessarily factual. ChatGPT is one dimensional. It is an automaton unable to triangulate data with emotion or that very human trait – feeling. And for that reason, I cannot see it being trusted, and I’m not alone.

What does this mean for our industry?

If all is to be believed, the use of AI is growing exponentially, with benefits to productivity, efficiency, and client experience. So confident are some that this is the next tech revolution, predictions are being made that AI will raise annual global GDP by 7% (Goldman Sachs Research).

Whilst I agree that productivity and some automated processes could no doubt be enhanced in some areas, I challenge the concept that customer experience can be bettered when not using human experience, empathy and feeling.

In fact, if we take the legal industry at present, according to Reuters those in the legal profession “do not fully trust generative AI tools — and particularly the public-facing ChatGPT tool — with confidential client data.” (Reuters)

In service industries, where cases are often complex, high value or emotionally charged, can an organisation risk the loyalty and trust of their customers by putting them in the hands of artificial intelligence?

This leaves law firms in a situation where they are doubling down on client experience, and adding value at a human level, rather than risking tech in a bid to be innovative. My prediction for the future is that legal and consultancy will continue to help individuals and businesses navigate their world with the nuances and strategic insight that only experience can bring. What will likely disappear is the grunt work that they currently charge for, as AI will take over tackling document changes, policy writing and research.

At ComXo, we’re moving towards leveraging AI engines to help us analyse data patterns and enable our people to act quicker and more decisively, but we will not be replacing them. Our industry is human at its core, and I believe its interactions will continue to be so too.

How Data is Disrupting the Legal Industry

Written by

Amanda

4th April, 2023

Agile Working
Client Experience
Company Culture
Productivity
The Office

ComXo were joined by five legal tech experts from various technology providers in a virtual roundtable discussion, moderated by Andrew Lewis, Head of New Business at CTS. The discussion's aim was to examine the importance of data and analytics in the legal sector, as well as how law firms should use them to overcome sector-specific challenges and gain a competitive advantage.

Participants in this roundtable discussed data and legal analytics, law firms and new technology, client service, and the current hot topic in every industry: AI and ChatGPT.

In this roundtable, Andrew Try was accompanied by:

Ivan Packer, Consultant, Agilico
Rob Lawson, Strategic Sales Manager, Perfect Portal
Graham Moore, Founder & Managing Director, Katchr
Andy Lewis, Head of New Business, CTS

How is data disrupting the Legal Industry?

Complete your details below to download our free e-book.

Ask Andrew: Investing in innovation during uncertain times

Written by

Amanda

24th October, 2022

Andrew Try, Managing Director of ComXo talks about how technology can help through uncertain times.

What is the future of the workplace over the next 5 years? When so much big change is happening in the world and influences such as environment, war, economy and COVID, this is a difficult question to predict. However, there are certain companies who are pioneering people, process and technology that are sign posting where the market is heading.

Technology is an obvious enabler, however poor adoption or platforms that do not achieve traction cause huge friction in organisations and user frustrations cause productivity to drop with time and money wasted.

At ComXo a combination of software platforms, re-engineered processes and the expertise of virtual teams are combined to provide personalized business support services 24 hours a day which support technology adoption and drives productivity and return on investment.

The ComXo mantra of "centralise, optimise and virtualise" your business support services cuts costs typically by 30% and transforms client experience which drives revenue and profitability.

At the heart of these virtualised services, used by 9 of the top 20 law firms and the likes of PWC is the ComXo Gateway.

The Gateway is an client branded app available from the app store that gives a workforce access to client specific services, information and workflows available as a combination of self-serve and as a managed service.

The outcome is that any member of staff at any time can access their organisation business support services to reserve a resource, register a request, use a service or find out information. The apps are branded, personalised and self-serve, however in the event that the user cannot get something done instant access to an expert (who knows who the user is and where they are) can pick up the request and complete it for the user.

This "Self-serve" as a managed service drives 100% outcomes and enables large complex business to deliver an on-demand culture that enhances workforce satisfaction.

The reporting that accompanies the functions allow super users access to dash-boards that return real time information on services such as space utilisation, ground transport use, help desk tickets and new business enquiries through switchboard.

The Business Services App is able to changed and adapted in real time such that new work flows or reaction to a crisis or event can be delivered into the user interface instantly making it perfect for business continuity or highly bespoke set piece occasions.

ComXo integrate into 3^rd party software and API to enable easy outsourcing and virtualisation of existing services such as IT and Facilities Help Desk, Meeting Room booking, desk management, ground transport, concierge service, switchboard and business continuity management.

ComXo's Business Services Mobile App is a client branded "Super App" that combines Software as a Service capability with an on-demand "Expert Layer" that enables any user to get things done without fuss or friction.

Are legal chat bots ready to chat?

Written by

Amanda

18th October, 2022

With talk of "post-pandemic challenges" now feeling passé , and businesses re-focusing on the longer term future, legal firms are looking to build efficiencies into sustainable hybrid work processes, and ways to further enhance and develop their client experience for competitive advantage.

The use of "lawtech" including AI and chatbots has been hyped over recent years as the solution to all problems, with chatbots in particular seen as the "quick fix, easy to scale, friendly face of Artificial Intelligence".

Some predictions have estimated that more than 85% of customer interactions will NOT include a human being in the legal sector. But we ask the question:

"Are you ready to hand over your valued customers to a client experience which is totally hands-off?"

Are you ready to hand over your valued customers to a client experience which is totally hands-off?

This insight, written by conversational intelligence expert Andrew Moorhouse, takes a look at balancing the risk of losing human interaction, alongside the reward of combining better tech and processes for a highly personalised managed service.

In this insight you'll find:

Insights from over 10,000 conversations across sectors
Analysis of call volumes and qualified leads for the legal sector
How to balance risk and reward when introducing AI technology

Hybrid Working-Making it a success for your law firm

Written by

Amanda

12th April, 2022

The change-averse legal sector has slowly been moving towards digitisation for years. However, since the global pandemic and the accompanying government-enforced lockdowns, the sector has been forced to review their working habits and embrace remote working.

As the world enters "the new normal", and Freedom Day in the UK seems a long way behind us, offices are reopening, and businesses are accommodating a blend of home and office working: the hybrid-working model.

Research has found that a large proportion of employees expect a level of "hybrid" working in the future - with just under half wanting to work from the office for 3 days or fewer each week. Additionally, results also found that over half of employees now believe the office to be unnecessary, with these numbers increasing since the first lockdown.

The legal sector needs to understand what's happening on the ground to ensure they are attracting new talent, providing a competitive working environment for staff, and proactively identifying concerns or issues amongst their employees - to provide the best experience to their teams.

Working in partnership with CBRE and CTS, we've provided a guide to help you do just that.

In this guide, we cover:

Why you should embrace hybrid working
The benefits of a hybrid working model
What employees want from hybrid working
What you should consider when developing your hybrid working strategy

Designing a successful hybrid working strategy: The best of both worlds

Complete your details below to download our free Hybrid Working e-book, with access to our ‘Finger on the pulse’ webinar on how to measure success.

European offices fail the client experience test

Written by

Amanda

25th February, 2021

Client Experience
The Office

Ham sandwiches at dawn!

It is clear that the full effects and ramifications of the governments Brexit deal will not be known for some time.Whilst the certainty of a deal rather than no deal enthused the markets prior to Christmas headlines now tell of confusion and unexpected consequences.Ham sandwiches not allowed through boarder check points, British made bike saddles not able to be sold in the UK, VAT confusion, country of origin clarity, no M&S Scotch eggs in Paris and fresh food shortages in Northern Ireland.

"Little has still be agreed with the service industry and the financial sector and that says nothing in regards to the new regulations and their effects now self-determination enables us to create new laws and the changing landscape of regulation as Europe counter acts to stay competitive." Said Andrew Try ComXo's Founder and Managing Director.

"Many of the plans that companies had put in place may now not be valid or contingency plans as new realities become established may need to be actioned. Expertise and problem solving in these areas will be critical to sure up risk or benefit from opportunities." In short the situation is confusing and looks set to be confusing for some time.

European offices fail the client experience test!

However the future for forward looking firms remains to provide expert advice both sides of the channel and most importantly make it easy for clients to access. In a recent piece of mystery shopping of European offices over the last 2 quarters of 2020 ComXo research has uncovered a lack of readiness and consistency from a client experience perspective.

The research covered 6 UK top 20 firms who highlight "Client Experience" as a differentiator and tested a number of client experience scenarios during business hours. Scenarios included new business enquiry, urgent existing matter support call and cold call handling. The research covered periods both over the first lock down and when restrictions were eased and cities were returning to normal.

In terms of connecting new business enquiries to a member of staff, offices in all three countries scored poorly. A total of 73% of calls to Germany were missed opportunities. Spain's total was 78% and France, 80%.

Interestingly, the French switchboard operators across each of the firms were marked down for unfriendliness, poor client experience and lack of consistency. Around 20% of calls were actually in that category.

French telephone operators were also penalised for poor call control and a lack of questioning to the extent that in 60% of calls, the operator appeared disinterested in the caller. That this was consistent across firms suggests a cultural departure to the expectations of exceptional client experience we have in the UK.

Spanish call operators were, like France, also marked down for poor call control and lack of questioning - but to a much lesser degree at 23% (compared to France's 60%). And, unlike their French neighbours, Spain's switchboard operators were praised for their friendliness, consistency, good client experience and the correct use of the "hold" facility.

The research shines a spotlight on role of consistency where international offices are concerned. With many international offices offering support for competitive global bid tenders, having the knowledge that your most important customers consistent get treated in an exceptional manner gives peace of mind to the partnership.

So long, farewell, aufiderzein, goodbye?

ComXo has long provided both switchboard support and a range of "rapid response lines" for professional service firms wishing to simplify access for clients with questions. Now with the expansion of our European language desk we can offer these services for both UK and European offices.

With a fast track scope and set up process we can have a line for you to advertise Europe wide from your web site or social media posts directing clients to your experts whatever their question.

Andrew is certain where the future of business support services is going "We have the evidence of the advantage of a centralised, consolidated service with a multi-lingual capability. Not only does this improve consistency and quality of customer experience, but it cuts costs by cancelling out the need for expensive role duplication across multiple offices."

It seems when it comes to Brexit at least one thing is certain.

Why your firm needs a Business Concierge Service right now.

Written by

Amanda

15th October, 2020

Client Experience
Outsourcing
Productivity

If you haven't already thought about outsourcing some, or all of your day-to-day operations within your firm then the current world climate may be the biggest reason to change that right now. Allowing a trusted expert to consolidate and merge your firm's client experience as well as handle your internal employee's tasks can increase brand image as well as productivity. Business or corporate concierge services could include things like virtual support with space booking, management of your diary or human assistance regarding the firm's knowledge based queries.

What do business concierge services entail?

These services include:

Instant access to staff directory where the confidential data is managed securely and kept up to date.
A knowledge base of policies and your firm's information that employees can remotely access at any time.
IT & Facilities helpdesk services where employees can create tickets for issues or requests.
Virtual Assistants: Human support at any time to help with that tasks and features mentioned above
Client Experience (CX): Services like outsourced switchboard can dramatically increase your brand image as well as the experience your clients receive. In the "new world" we are finding ourselves in, this may be a vital cost saving and brand improving option.

Benefits of business concierge Service

Employee productivity increases
Focus on business growth can increase with more new business opportunities captured
Services like secure audio conferencing and desk booking are organised and maintained for you, giving you time to focus on other business aspect
Dramatic reduction of costs
Specialised mobile device apps help tackle the widely spread out workforce combine and collaborate easily

If you want to find out more about how Business Concierge Services can help your business, contact us now.

Delivering exceptional client experience releases revenue

Written by

Amanda

26th June, 2020

Client Experience

Everyone is talking about Client Experience (CX) these days so it's hardly surprising it will be the key brand differentiator by 2021, overtaking price and product. We know that getting hold of the right person to help is the biggest improvement organisations need to make (UK satisfaction index 2018). However, achieving this within large and complex organisations is a huge challenge.

Today we receive communication through so many channels - desk phone, mobile, Skype for business, voice mail, email, WhatsApp etc. Determining which is a potential new business opportunity or "value" call, and which is another salesman selling a coffee machine, is becoming increasingly difficult. With organisations receiving so many calls that are deemed "productivity-sapping" or a distraction, voicemail is being used more and more to screen and gate-keepall incoming calls.

Our research from tagging over 1 million calls into professional service firms, suggests that that up to 26% of all calls through switchboard are client-related i.e. "value calls". If you miss even one of these calls i.e. let it go to voicemail, you maybe missing business that was coming your way.

With 30 years' experience working with professional service firms, and an award-winning 21^st Century Switchboard solution, we understand that delivering exceptional client experience is more than just a friendly welcome or answering your calls around the clock. It's about satisfying the caller in the 1^st encounter.

Through the combination of highly trained switchboard operators, enabled with an extraordinary amount of technology, we ensure that every call is qualified, and correctly navigated into your organisation. That way, you know you won't be distracted by the non-value calls, but will be able to address each and every value call that could mean the difference between landing multi-million pound deals, and losing to a competitor.

We enable our clients to release revenue opportunities whilst delivering exceptional Client Experience.

Business Concierge Service

Written by

Amanda

28th April, 2020

Client Experience
Outsourcing

These days we are spending more time on smart mobile devices than ever before. Statistics show that the actual time spent on these devices has increased by 575% in the last 3 years, and 80% of that time is spent solely on apps. With these figures, you can see how effective having an app can be for your business.

Users are starting to lean towards downloading apps rather than using their browsers and having to search online for something every time. The benefits of having an app don't only involve increased visibility and accessibility for your brand, but also boasts things like creating a more direct marketing channel and allowing you to connect with your customers in a completely new and specific way tailored to your choice.

Your business can come up with the best product or service in the world, but if no one knows about it, there won't be any success with it. Using options provided by an app like App Notifications, ease of access to your inventory or services, and notifications for new launches or events as well as being easily contactable can drive your success rates forward dramatically. Research shows that app push notifications have a 97% read rate compared to only a 5% email read rate.

Having said this, downloading and using too many apps on your phone and trying to juggle them all can also be an issue. For more information how you can have just one app that is a gateway to all your other required business services apps contact: managedservicedesk@comxo.com