- 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.
