CaseFlow — AI Chatbot & Knowledge Base for a Law Firm
An AI assistant that handles 60% of routine client enquiries before they reach a solicitor.
A 30-person commercial law firm was losing billable hours to repetitive client enquiries — status updates, document requests, and basic procedural questions that any paralegal could answer but still required human attention. They wanted an AI-powered tool that could handle these routine interactions via a client-facing chatbot, backed by their internal knowledge base, while escalating complex matters to the right solicitor. The key constraint: the solution had to be production-grade and compliant with legal data handling standards, not a novelty chatbot.
We built CaseFlow as an AI-powered web application using Next.js for the client portal and a RAG-based (Retrieval-Augmented Generation) backend powered by Claude API. The system indexes the firm's internal knowledge base — FAQs, procedure guides, and anonymised case templates — and uses retrieval-augmented generation to deliver accurate, context-aware responses. Queries the AI cannot confidently answer are escalated to the relevant solicitor with full conversation context. We implemented strict data isolation, audit logging, and role-based access controls. The LLM integration was designed for production-grade reliability: structured outputs, confidence scoring, and fallback routing. Delivered over eight weeks in a fixed-price engagement with direct access to our engineers throughout.
Impact &
Outcomes
60% of routine client enquiries handled by the AI without human intervention
15 billable hours per week recovered across the paralegal team
Client satisfaction scores up 22% due to instant response times on common queries
We were sceptical about AI in a legal context — most vendors showed us toys, not tools. HopeSols built something that actually understands our knowledge base and knows when to escalate. It is the only AI tool our solicitors trust enough to put in front of clients.
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