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KNOWLEDGE MANAGEMENT 36 WWW.ILTANET.ORG | ILTA WHITE PAPER Chatbots have been around for over 50 years and are now widespread in our homes and daily online interactions, but are not yet widespread in law firms. This article provides an overview of how I worked with others at Ogletree to implement a knowledge bot – a chatbot that uses natural language processing (NLP) to answer questions – to make it easier for people in the firm to find the information they need, when they need it. The Problem: Too Many Questions, Too Little Time As a law firm grows, so does the number of questions about the firm's KM resources: questions from aorneys about how to find pre-existing work product, who the firm's subject-maer experts are, how to use KM-related tools, who does what within the firm, etc. A few common examples from Ogletree include: » Do we have a model employment handbook? » Who are the firm's subject-maer experts on [e.g., tax law, bankruptcy proceedings, prevailing wage laws, mergers and acquisitions, etc.]? » How do I find sample motions for summary judgment involving claims under [e.g., Title VII, the ADEA, the FLSA, ERISA, etc.]? » Where can I find information about [e.g., arbitrators, mediators, expert witnesses, etc.]? Automating Knowledge Delivery Using Knowledge Bots by Flyn Flesher of Ogletree, Deakins, Nash, Smoak & Stewart, P.C. Automating Knowledge Delivery Using Knowledge Bots

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