The Chatbot Lawyer: Is this the Future of BPM?

The business process management suite (BPMs) has always had a difficult relationship with the user interface (UI). The broad spectrum of capabilities within the BPMs (business rules, business activity monitoring, process design and orchestration, data integration and content management) meant that when it came to UI design (mobile and desktop) the BPMs vendors were always playing catch-up with best practice web forms and business intelligence applications.

The emergence of chatbots and some compelling use cases such as DoNotPay, the world’s first robot lawyer, point towards a different future for the BPMs UI. DoNotPay is a chatbot lawyer that can provide legal assistance and dispute claims with parking tickets in New York and the UK, delayed flights or trains in the EU and claiming payment protection in insurance (PPI) in the UK. More recently the robot lawyer was updated with the ability to draft legal letters to local councils for urgent housing assistance.

A chatbot is a type of conversational agent or virtual assistant. A computer program designed to simulate an intelligent conversation with one or more human users via auditory or textual methods. Chatbots are integrated within the apps that customers actually want to use, within messaging apps such as WeChat and Messenger which act as the operating systems for the chatbots.

DoNotPay and other chatbots are underpinned by a procesdonotpays automation engine designed to execute tasks based on information provided by users textually or increasingly verbally using voice recognition. While today the DoNotPay services may be relatively simple workflow type processes it is not difficult to imagine that a chatbot in the near future will have the ability to handle more complex or nuanced legal or customer service issues that are managed using a BPMs or similar application.

The emergence of chatbots means we need to reconsider what we think of as the BPMs UI, especially for customer centric processes. Increasingly messaging services and eventually the internet of Things (IoT) will be the UI for process participation. Mobile BPM now means integration of process within apps that customers actually want to use (e.g. messaging services) rather than forcing users to download a business app.

The UI for process participation is changing with messaging applications and in the long term voice recognition emerging as the dominant process interaction methods.

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The Chatbot Lawyer: Is this the Future of Customer Service?

Chatbots are poised to disrupt how organizations deliver customer self-service and already some exciting use cases have begun to emerge. DoNotPay announces itself as the world’s first robot lawyer. At the moment this chatbot lawyer can provide legal assistance and dispute claims with parking tickets in New York and the UK, delayed flights or trains in the EU and claiming payment protection in insurance (PPI) in the UK. More recently the robot lawyer was updated with the ability to draft legal letters to local councils for urgent housing assistance. The chat bot has negated 160,000 parking fines since its launch in 2015. It doesn’t take a great leap of the imagination to see similar chatbots for requesting customer service, ordering pizza, booking a car service or a flight.

In my previous posts I discussed the emergence of chatbots as a customer service channel. Chatbots provide an opportunity for organizations to engage with customers in a way that overcomes many of the limitations and costs associated with developing a business app.

The chatbot lawyer I think illustrates a few key things:robot-lawyer

  • A move away from relying on a business mobile app or a web page when we want to engage with an organization or a service
  • Chatbots won’t just deliver information, they’ll deliver services
  • The emerging role of messaging services as a vendor agnostic customer engagement channel
  • The use of process automation to underpin chatbots and deliver services Chatbot BPM

If, as many believe, self-service is the future of customer service then chatbots represent the next step in self-service evolution.