• 99.9% of client emails answered in <5 minutes
• 96% of inquiries fully automated
• $1.8M annual savings in staff time + incremental revenue gains from improved client retention

Business Context

As a fast-growing national firm, client expectations for timely, empathetic communication were outpacing staff capacity:

• Time-Consuming: Staff spent hours replying to repetitive client inquiries.
• Error-Prone: Manual responses risked inconsistencies.
• High Costs: Clerical staff heavily burdened by routine email work.
• Client Frustration: Delayed or inconsistent updates undermined trust.
• Scalability Limitations: Rising case volume made manual responses unsustainable.

Solution

Forte Group delivered a Generative AI (GenAI) system that automated empathetic, accurate client responses with compliance safeguards.

Key components included:

• Knowledge Base Structuring: Cleaned and organized data to ensure accuracy.
• AI Response Engine: Generated contextual answers aligned with case history.
• Empathy & Compliance Layer: Crafted messages in a professional, client-centric tone while avoiding legal/financial risk.
• Feedback Loop: Routed low-confidence queries to senior staff for review.
• Iterative Refinement: Continuous improvements based on client and staff feedback.
  
  

Results & Value Delivered

• 99.9% of client emails answered in under 5 minutes
• 96% of inquiries fully automated
• 24,000 staff hours saved annually → $1.8M avoided clerical costs
• Improved retention and referrals → 1% lift = $1M–$5M incremental revenue impact
• Only 4% of emails required escalation, reduced further with iteration
• Consistent, empathetic communication at scale, improving client trust and brand reputation
• Staff redeployed to higher-value legal work, driving productivity and morale
  
  

The AI solution delivered measurable financial outcomes: $1.8M annual savings in staff time and a clear path to $1M–$5M incremental revenue through improved client retention.