Customer
Legal Aid NSW
About
Legal Aid NSW is a state-wide independent government agency that helps people in NSW with their legal problems. Legal Aid NSW provides legal information to anyone with a legal problem in NSW through our legal information and referral service, LawAccess NSW.
Sector
Government
Keywords
The Problem
Every day, the LawAccess team at Legal Aid needs to find specific answers from a range of different sources to answer questions from the public about the law and the legal system.
The Solution
"The efficiency is like night and day. I can literally see calls that would go 20 minutes are now like 9 minutes."
– Aaron Walker, Information Officer, LawAccess NSW
Lext developed an AI tool that draws on LawAccess' own up-to-date resources to generate cited responses information officers can use to answer customer queries.
The Impact
"We've been blown away by the accuracy."
– Matt Barnfield, Service Development Group, LawAccess NSW
- Improved customer experience
- Shorter hold times
- Team members have increased confidence
- Team members have increased empathy for customers
- Team members feel less stressed
- Supports neurodiverse team members
Hear more about the benefits of LawAccess BetterSearch:
Promotes Confidence
Fast & Accurate
Access to Justice
