SmartIntelligence® Email & SMS AI Reply Assistant helps your team respond to client communications faster by drafting context-aware replies directly inside SmartAdvocate.
Keeping Up With Client Communication Takes Time
Emails and text messages are a constant part of managing legal cases. Clients ask for updates, send new information, follow up on appointments, and raise questions that may require someone to review the case before responding.
The challenge is not always writing the response itself. Staff may need to open the case, review recent activity, check documents, and confirm relevant information before they can answer accurately. When a team is managing dozens or hundreds of active matters, unanswered messages can quickly accumulate.
SmartIntelligence Email & SMS AI Reply Assistant is designed to give attorneys and staff a head start.
How AI-Assisted Replies Work
The feature works with emails and text messages that are already part of SmartAdvocate. It does not access an attorney’s or staff member’s outside inbox. Instead, the Email & SMS AI Reply Assistant works with communications that have entered the SmartAdvocate case.
When an unanswered email or text message comes in, the Reply Assistant can review the communication, cross-reference case data and documents, and draft a customized response based on the information available in the case.
The Email & SMS AI Reply Assistant can:
- Read inbound emails and text messages within SmartAdvocate
- Review relevant case information and documents
- Use case chat and document vectorization to provide additional context
- Draft a response tailored to the individual communication
- Allow attorneys or staff to review, edit, approve, or delete the suggested reply
- Send the approved response and file the communication within the SmartAdvocate case
Review, Edit, and Send From One Place
SmartAdvocate gives users a personal dashboard where they can see unanswered emails and text messages associated with the cases assigned to them.
If the AI-generated response looks right, the user can approve and send it. If something needs to change, the user can click Edit and open the reply within the case with the draft already prepared. Staff can make the necessary adjustments, send the message, and move on to the next communication.
Once someone responds, SmartAdvocate recognizes that the message has been handled and removes it from the unanswered list. That helps prevent multiple people from independently responding to the same client inquiry.
For firms with high communication volume, this creates a more manageable way to work through pending client messages without requiring staff to begin every response from a blank screen.
The Case Provides the Context
A generic AI writing tool can draft an email, but it does not necessarily know what has happened in the client’s case.
SmartIntelligence works differently because the Reply Assistant operates within SmartAdvocate. It can use information already available in the case to determine what may be relevant to the client’s question.
If a response requires information contained in case data or documents, the Assistant can consider that context when preparing the draft. That allows the feature to produce a response based on the individual matter rather than offering a generic answer that staff then have to rewrite from scratch.
It is another example of how AI built into legal case management software can use the information firms are already maintaining as part of their everyday operations.
Human Review Stays Part of Every Response
Client communication requires judgment. Tone matters. Accuracy matters. And sometimes an attorney or staff member knows something about the situation that requires a different response than the one AI initially suggests.
That is why the Email & SMS AI Reply Assistant keeps your people in control.
Every proposed response can be reviewed and edited before it is sent. Attorneys and staff remain responsible for determining whether the information is accurate, whether the tone is appropriate, and whether the response should be sent at all.
SmartIntelligence provides the first draft. Your team provides the final approval.
Keep Unanswered Communications From Becoming Forgotten Communications
SmartAdvocate already includes reports for unanswered emails, text messages, and other communications. Those reports can also be delivered according to the firm’s preferences, giving managers another way to identify messages that may need attention.
The Email & SMS AI Reply Assistant adds another layer by helping staff act on those communications once they see them. Instead of letting client questions remain unanswered for days or weeks, firms can give attorneys and staff a faster way to review pending messages, prepare responses, and document those conversations within the case.
Request a Demo to see how SmartIntelligence Email & SMS AI Reply Assistant can help your firm manage client communications inside SmartAdvocate.
