Customer Stories / Professional Services / Australia

2024
Lawpath

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

Lawpath used Anthropic Claude on Amazon Bedrock to develop Lawpath AI, a generative AI solution that increases efficiency and productivity through self-service legal capabilities.

25%

reduction in customer service inquiries through automation

15%

more documents created

3 days to half a day

Reduced lead time for submitting customer quotes

Overview

Lawpath, an Australia-based online legal service born on Amazon Web Services (AWS), introduced Lawpath AI to automate legal tasks and enhance the customer experience by leveraging generative AI. Lawpath AI was developed using Anthropic Claude on Amazon Bedrock, incorporating Amazon EventBridge to trigger AWS Lambda workloads.

With Lawpath AI on AWS offering a range of self-service legal solutions, Lawpath has reduced customer service inquiries by 25 percent, cut customer quote lead time from 3 days to half a day, and is now creating 15 percent more legal documents.

Lawpath Case Study

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.

kr_quotemark

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. This innovation led to a 25% reduction in the volume of questions directed to our customer service agents.”

Sumith Jitta
Head of Engineering at Lawpath

Solution | Building a Customized Self-Service Platform on Amazon Bedrock

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.

Outcome | Reducing Customer Service Questions by 25%, Improving Document Creation Rates by 15%

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."

Learn More

To learn more, visit aws.amazon.com/startups/generative-ai.


About Lawpath

Headquartered in Australia, Lawpath is an online legal platform serving both businesses and individuals. Over 400,000 Australians have utilized Lawpath's technology-driven legal services to help start businesses, access case law, electronically sign documents, and engage lawyers from Australia's largest lawyer marketplace.

AWS Services Used

Amazon Bedrock

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI.

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Amazon EventBridge

Amazon EventBridge Event Bus is a serverless event bus that helps you receive, filter, transform, route, and deliver events.

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AWS Lambda

AWS Lambda is a compute service that runs your code in response to events and automatically manages the compute resources, making it the fastest way to turn an idea into a modern, production, serverless applications.

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Amazon DynamoDB

Amazon DynamoDB is a serverless, NoSQL database service that enables you to develop modern applications at any scale.

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