Digital White Papers

39 WWW.ILTANET.ORG | ILTA WHITE PAPER KNOWLEDGE MANAGEMENT Automating Knowledge Delivery Using Knowledge Bots administrative departments who receive their own share of frequently asked questions: » Accounts Payable: Who can answer an ebilling question? » Client Services: How can clients subscribe to our blogs and publications? » Help Desk: How do I reset my password? » Human Resources: How do I enroll in direct deposit? » Professional Development & Inclusion: How can I get CLE credits? We therefore solicited other administrative departments for their frequently asked questions and answers to add to KARLOS's knowledge base. Within a short time, KARLOS's knowledge base grew to include over 600 answers to over 2,000 questions. One of the benefits to our knowledge bot is that it becomes increasingly helpful each week as we add new questions and answers to its knowledge base. KM finds new questions to add to KARLOS's knowledge base by soliciting feedback from users and by monitoring the daily chat logs for questions that KARLOS received but was unable to answer satisfactorily. KM also carefully curates the knowledge base to avoid problems with information becoming "stale" over time. Aorneys can therefore be confident that the answers they receive from KARLOS are accurate because they are based on veed answers to questions sent to KM Counsel or other groups within the firm. "Teaching" the Bot to Help with Routine Tasks In addition to answering questions, I also wanted our knowledge bot to be able to guide aorneys through routine tasks, such as searching for sample motions for summary judgment. We had created pre-configured enterprise search results to make it easier to find summary judgment motions on common topics, but aorneys had to know where to find those links on our intranet. I accordingly incorporated a script in our bot to simplify this process. When users ask KARLOS questions such as "Can you help me find sample motions for summary judgment?" or "Do we have any sample MSJs?" or any similar request, KARLOS begins a two-step process to create a narrowly tailored set of enterprise search results for the jurisdiction and topic that the person needs. KARLOS first asks the user if they want to specify a specific jurisdiction for the search. Aer identifying the jurisdiction, KARLOS asks the user to choose from a list of suggested topics or to enter terms relevant to the issue on which they need summary judgment briefing. Based on the user's responses to these questions, KARLOS provides a link to a set of preconfigured search results for relevant summary judgment motions saved to the firm's document management system. This type of search template functionality can easily be extended to other types of searches based on user feedback. Adding these types of search scripts to the knowledge bot serves both functional and pedagogical purposes. An important part of our KM Counsel team's role is to educate aorneys on how to use KM tools in their practice. Enabling a knowledge bot to assist aorneys with routine research tasks is another tool for educating them on how to leverage internal resources. Enabling a knowledge bot to assist attorneys with routine research tasks is another tool for educating them on how to leverage internal resources.

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