Amelia’s AI-Powered Technology Supports Kenneth S. Nugent, P.C. Attorneys at Law, in Delivering Digital Employees with a Focus on Improving Efficiencies, Enhancing Customer Service and Giving Hours Back to Busy Staff
• 12% of all leads have been generated by Amelia since January
• 100% of all inbound calls from 25 different phone lines is handled by the digital employee
New York, October 27, 2020 – The state-of-the-art cognitive artificial intelligence (AI) from Amelia, an IPsoft Company, has signed more than 600 new clients to the Atlanta-based personal injury law firm of Kenneth S. Nugent, P.C. Attorneys at Law, since January 2020. The clients were signed with Amelia’s Digital Colleague of the same name, who has been scaled to handle 40,000 web visitors and 20,000 phone calls per month from start to finish.
Amelia fills the role of a digital legal assistant to support clients of Nugent’s eight offices across Georgia and surrounding states. In a multi-phase partnership, the conversational 24/7 AI-powered assistant offloads administrative duties for hundreds of intake workers, case managers, paralegals and attorneys at the firm, further improving client experiences, minimizing delays and helping client managers build better cases. This new tool has already increased client satisfaction and improved brand ratings.
Ken Nugent, Founder and Attorney at Kenneth S. Nugent, P.C. Attorneys at Law, commented: “Our drive to always provide our clients with the best experience in what can be a distressing time and process has meant that we constantly look at new ways technology can improve how we do business. By incorporating Amelia, our staff has more time to give customers the support they need. We have an emotional element of communication to all the people we represent. Amelia is massively alleviating the demands on our case workers by removing mundane and time-consuming tasks. It’s like giving a personal assistant to each of our case managers, so they can spend more time connecting with our clients and building winning cases.”
Amelia has repeatedly been identified as industry-leading by independent analyst firms, including Forrester, Everest Group and Ovum, for her outstanding performance in conversational AI for complex use cases, as well as her unique ability to improve support, elevate customer service and generate new revenue. This is all customized to Ken Nugent’s business model, which supports multiple functions and will eventually be available to other law firms.
Unlike a chatbot, Amelia recognizes intent, demonstrating a contextual understanding in her interactions with end users. Her cognitive abilities augment the experience of both customers and internal employees. Nugent’s new Digital Employee incorporates all of these capabilities to offer an enhanced and competitive customer service program.
Nugent continued: “We have been in business for over 30 years and we have never been faced with a challenge quite like the one presented by COVID-19. Amelia, our new digital employee, has helped us get through the pandemic with greater efficiency as our intake team and case managers work from home, and she has provided our team with a surprising amount of elasticity. With Amelia handling our phones, we are now prepared to upskill half of our receptionists to serve as case managers. That would never have been an option without Amelia coming onboard.”
Incorporating advanced AI and Natural Language Understanding, Amelia’s cognitive brain is capable of recognizing switched contexts, user intent, emotional states and more. This allows her to have human-like conversations to execute tasks or resolve queries.
Better customer service to build a better case
To build the best possible case, the law firm's clients are asked to input their information into an electronic health journal on a daily basis to help case managers track injuries that may not show up immediately following an accident. Some injuries develop over time. Amelia also assists clients with their inquiries via web chat, and supports Intake Specialists by collecting initial information from web visitors before routing them to the appropriate person.
The Digital Employee is also hosted on the personal injury firm’s phone service and website to answer inbound questions promptly and accurately. Amelia serves the site’s 40,000 monthly visitors and is the first point-of-contact for 100% of inbound calls from the firm’s 25 different phone lines. Amelia handles more than 20,000 calls per month, which represents 75% of all calls, from end-to-end. In addition, the law firm saves $10,000 monthly by layering Amelia into its after-hours phone system in lieu of an after-hours contracting answering service. Following the initial implementation, Amelia has been rolled out across the firm’s eight Georgia offices located in Albany, Atlanta, Augusta, Columbus, Duluth, Macon, Savannah and Valdosta.
At Kenneth S. Nugent, P.C. Attorneys at Law, Amelia assists her human colleagues with:
Case Manager Assistance
Amelia takes the pressure off of busy case managers by automatically replying to questions through a client portal. By alleviating case managers of simple, repetitive tasks, Amelia enables them to focus most of their time on building the best possible cases for their clients. Amelia was responsible for 111 of the cases the firm signed in September, and she has earned roughly $500,000 in new business that might not otherwise have been attained.
Customer Portal Support
Amelia helps clients navigate through the customer portal and helps them keep this important record up to date to support their case. She also monitors the information that is inputted into the health record so that any significant updates can be escalated to the case manager to intervene as required. This improves the accuracy of patient records and gives precious time back to case managers to manage more complex tasks.
Customer Inquiry Agent via Phone
Amelia has become the first point of contact for clients over the phone. She is able to identify a claim and automatically connect the client to the relevant member of the team handling the case. Amelia also helps clients log into the client portal, discusses the client's most recent doctor visits, shares legal team info and reminds clients of upcoming appointments. Best of all, everything is tied back into the law firm’s CRM system.
Going forward, Kenneth S. Nugent, P.C. Attorneys at Law, plans to use Amelia to generate letters and email messages to concerned parties, further supporting the case management team. The firm also intends for Amelia to make outbound calls to clients, which will save an average of 60,000 to 75,000 hours per year in case management.
Chetan Dube, CEO and founder of Amelia, an IPsoft Company, said: “Amelia´s dedication to developing the most human-like and leading-edge cognitive capabilities enables us to deliver tangible business benefits and transform the user experience by understanding the user´s intent and injecting emotion into the digital interaction, usually attributed to a face-to-face conversation.”
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About Kenneth S. Nugent PC Attorneys at Law
Ken Nugent created one of the Southeast’s largest law firms devoted entirely to representing injury victims and their families, with eight offices scattered across the state in Albany, Atlanta, Augusta, Columbus, Duluth, Macon, Savannah and Valdosta employing over 200 employees and 47 lawyers. For Nugent, success has allowed this native New Yorker the ability to provide a necessary service to people in times of need—an endeavor that’s steadied the compass of his firm’s mission. Nugent’s dedication to give back goes beyond the courtroom. From first graders to first responders, the avid sports fan has created a partnership with the Atlanta Falcons, Atlanta United, Atlanta Braves, and Atlanta Hawks, which allows him to maintain programs that benefit Atlanta-area teachers and members of the Atlanta Police, Fire and EMT Departments, as well as a new partnership with the GA Bulldogs Sports Network that benefits military personnel across the state. Kenneth S. Nugent, Attorneys at Law recently created a community relations department, implementing the One Call Unites Us All campaign that sponsors service and social events in each community the law firm serves. http://www.attorneykennugent.com; https://twitter.com/kennethnugent ; https://www.facebook.com/attorneykennugent/
About Amelia, an IPsoft Company
Amelia, an IPsoft Company, is the world’s largest privately held AI software company and a leader in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations and automate processes. In 2014, we launched Amelia, the Most Human AI™. In 2018, we introduced true end-to-end, enterprise wide automation with the Amelia HyperAutomation Platform, originally named 1Desk. In 2020 we introduced the world’s first online marketplace for Digital Employees (DigitalWorkforce.ai) and removed the technical barriers to implement conversational AI by introducing a no code Digital Employee Builder. Headquartered in New York City with offices in 15 countries, Amelia´s roster of client success stories speaks for itself: Our technology impacts more than 500 of the world’s leading brands, including global leaders in banking, insurance, telecommunications and other industries. See how Amelia, an IPsoft Company, is powering the future of work at www.amelia.com.
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