Lawpath Reduces Customer Service Inquiries by 25% with Self-Service AI Platform on Amazon Bedrock

Lawpath, an online legal platform, helps Australian small businesses compete by providing on-demand access to critical legal services without the need for an in-house legal team. As Sumith Jitta, head of engineering at Lawpath, explains, “We offer smaller companies and startups a centralized platform where they can manage essential legal tasks, such as creating legal documents, receiving expert legal consultation, and seamlessly incorporating their businesses.” 

As Lawpath grew, its legal team found it was dedicating an unsustainable amount of time to customer research, document searches, and other services. “We wanted to give our customers self-service capabilities through automation, so we could provide faster and more relevant legal help while reducing our own administrative burden,” says Sumith. Given that legal documents rely on textual content and codified legislation, Lawpath recognized the potential of generative artificial intelligence (AI) to increase efficiency. "By providing enough user context to an AI solution, we could streamline the creation of customized responses to user questions," explains Sumith.

Lawpath was born on Amazon Web Services (AWS) in 2014 and has taken a cloud-native approach to technology ever since. Today, the platform is supported by serverless technologies including AWS Lambda, Amazon DynamoDB, and Amazon OpenSearch Service.

“We already trust AWS as the foundation for our business, and we wanted to explore generative AI on AWS as the next phase in our innovation,” says Sumith. This exploration led Lawpath to Amazon Bedrock, a generative AI solution that integrates with Anthropic Claude language models. Sumith recalls, “We liked the Claude context window, which provides enough AI context for personalized responses, helping us avoid using expensive resources while constantly fine-tuning models.”

Lawpath developed its AI orchestration engine using Claude on Amazon Bedrock, in combination with Amazon EventBridge to trigger AWS Lambda workloads. “We essentially used Anthropic Claude on Amazon Bedrock to add another layer of assistance to augment personal engagement with lawyers, as well as to triage relevant customer questions,” Sumith explains. Through these services, Lawpath introduced Lawpath AI, a novel generative AI solution.

The new solution includes Ask, Draft, and Document Review features. With Ask, customers receive automated, business-specific legal answers. Draft simplifies legal drafting, and Document Review provides a second opinion on documents customers created or are asked to sign. “We utilized previous cases, legal briefs submitted by users, and input from lawyers to automatically generate answers using generative AI, leveraging insights from past customer actions," says Sumith.

By developing Lawpath AI with Anthropic Claude on Amazon Bedrock, Lawpath improved self-service options for its customers, cutting down on time-consuming tasks like document discovery. With AI efficiently generating legal summaries, Lawpath can focus less on meticulously reviewing documents and more on building new solutions.“

After we introduced the Lawpath AI Ask feature with Amazon Bedrock, customers began asking the AI engine about their document needs and received automated responses," says Sumith. "This innovation led to a 25 percent reduction in the volume of questions directed to our customer service agents." Additionally, the Ask feature has decreased the frequency of customer calls to lawyers on the company's legal advice plan by automatically providing tailored answers to customer questions.

Automation has also improved internal efficiency and productivity at Lawpath, shortening the lead time for customer quotes from three days to half a day. Moreover, the Lawpath AI Draft feature can create high-quality legal documents, such as indemnity clauses, on demand. "This efficiency helped us to create 15 percent more documents than previously," comments Sumith.

Lawpath plans to continue using Anthropic Claude on Amazon Bedrock to build additional AI models. “Generative AI is touching all aspects of the business right now, including marketing automations, sales and lead allocation, and customer service,” says Sumith. "Typically, lawyers are quite hesitant about adopting AI services, but Lawpath fosters a culture of innovation where we look forward to new challenges and face them head-on. This mindset has given us a competitive edge since we use AI to increase productivity. It's exciting to witness the emergence of self-serve legal services, made possible by generative AI and AWS."