LEXSOFT
TECHNOLOGY
Lexsoft is the main consulting service group geared towards legal professionals in Spain and Latin America, with offices in Madrid, Bogotá and Mexico. It has more than 150 clients, all of them law firms and legal departments of large companies. Aware of the role of technology in customer service, we were hired to develop a Helpdesk solution using a virtual assistant based on IBM’s Watson technology. This solution oversees answering the technical incidents (tickets) by phone, asking a series of questions to collect all the information necessary to register the ticket in the system. Apart from the phone channel, the service is also available through a web chatbot.