Much like many other industry sectors, legal is being radically transformed by ICT. NERUSHKA DEOSARAN and ROB OTTY believe that those firms that don’t keep up with technology do so at their own peril.
The traditional model of a law firm is in a state of disruption and the future law firm will be driven by leaders who understand technology, efficiency and innovation. The legal sector is changing rapidly and will continue to transform rapidly.
The law firm of the future:
➢ has lawyers who understand technology.
➢ promotes an innovative mindset.
➢ has an improved organisational structure and business model.
➢ creates new roles, businesses and functions.
➢ delivers innovative products and services to clients.
➢ is efficient and cost-effective.
The deregulation of legal services in England and Wales in 2011 gave birth to organisations like Riverview Law and RocketLaw that have been disrupting the established legal services industry with innovative offerings to clients in competition with traditional law firms.
The Law Society of England and Wales Future of Legal Services report 2016, mentions the following five drivers of change in the legal services market:
1. Globalisation: global and national economic business environments
2. Buyer behaviours: how clients buy legal services
3. Technology: technological and process innovation
4. Competition: new entrants and types of competition
5. External investment: wider political agendas around funding, regulation and the principles of access to justice
The International Legal Technology Association (ILTA) published the Legal Technology Future Horizons report in 2014 highlighting how information technology (IT) is critical to the survival and future growth in the rapidly changing and highly competitive legal services industry. IT will no longer only be used to provide back-end support to lawyers but to develop client-facing products and services, as well as to improve internal efficiencies.
As these two industries combine, the challenge for the legal industry is to keep up with the fast pace of change that the tech industry is accustomed to. The challenge for the technology industry is to understand law firms and identify how technologies can be utilised in the legal environment. The combination of these sectors also gives rise to opportunities for new roles within a law firm, breaking the traditional hierarchy. For example, a lawyer who can program would be a valuable addition to a law firm.
The Horizons report shows that artificial intelligence is a potential game-changer for the industry with 88% of respondents agreeing that the checking of content and structuring of legal documents will be performed by artificial intelligence software. Law firms should innovate by using technologies such as big data analytics to process large amounts of data or by using project management techniques to streamline processes to offer increased value to clients.
Law firms should be developing client products and subscription services in addition to providing the usual bill-by-the-hour advice.
The Legal Services Consumer Panel 2020 Legal Services report predicts that there will be “less involvement by lawyers in many of tasks that until now have made up their staple diet”.
There will be greater self-lawyering, use of online services, entry of unregulated businesses and expansion of services of regulated providers, such as accountants and banks. The Altman Weil 2015 survey of law firms found that the second largest threat to law firm business, after new non-lawyer entrants, is clients’ use of technological tools that reduce the need for lawyers and paralegals.
“If a business is not reinventing itself to adapt to changing market conditions then it is likely it will go into decline or be taken over by those that are better adapted to the new environment. This statement is no less true for law firms than for any other business,” Says the Law Society of England and Wales Future of Legal Services report 2016.
At Norton Rose Fulbright, we are developing alternative methods of delivering traditional legal services to our clients, including the use of artificial intelligence applications. We have a global Project 2020 covering a number of initiatives aimed at modernising our global business for the future. We have also freed innovative lawyers from billable time to focus on developing and delivering the creative thinking and products our clients expect.
Huawei goes ultra-premium
Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.
The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.
“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”
The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology. The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.
High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.
Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :
· The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it
· The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation
· The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days
· An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket
· 256GB of internal storage means those constantly on the go and constantly on their phone can be worry free
· Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go
· Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water
Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”
Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.
The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.
Cross-channel chat launched
Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.
It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.
“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”
Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.
As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.
“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”