LSC's Innovations in Technology Conference

Until now, there has not been a tremendous amount of change in legal aid hotlines. The addition of technologies like automated call distribution, VOIP telephony, and virtual call centers have allowed legal services hotlines to take a giant leap forward. With the emergence of expert systems, the development of sophisticated triage systems, the prevalence of VOIP telephony, as well as speech recognition and other forms of artificial intelligence, there are exciting new options for this service delivery method. While some legal services providers are leveraging these new technologies, others are considering how to get started. This session seeks to explore the next generation of legal hotlines. Panelists will discuss current and planned projects that take hotline service delivery to the next level. Topics will include CMS and telephony integration, expert systems, and a dialogue about how artificial intelligence may play a role in tomorrow's legal service hotlines.