tag:blogger.com,1999:blog-3369569173376250510.post7410717571869785658..comments2024-03-11T07:06:21.549-04:00Comments on Court Technology Bulletin: Answering the Phone, with AIJames E. McMillanhttp://www.blogger.com/profile/01416533744223097304noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-3369569173376250510.post-83705136550374382352018-05-18T19:41:08.161-04:002018-05-18T19:41:08.161-04:00James great post! I agree with you whole heartedl...James great post! I agree with you whole heartedly, this can't come soon enough. I also think this is part of an omni-channel approach to interacting with the courts. This might include a text, IVR, email, mail, and phone - it also could be carried out by a AI, a bot, or a human. Not every question should be handled by a "computer" but it could triage, direct, and handle incoming requests to a certain level. Machines or computers could even operate after court hours in certain scenarios. This is similar to several contact center models in the commercial sector. In fact, I am sure I was getting an answer from a bot via chat about a PC issue yesterday, and it was helpful and easy. <br /><br />Obviously processes and standards need to be put in place to ensure the technology does no harm. However, these type of tools are in use to day and Google Duplex holds a lot of promise. Joshuahttps://www.blogger.com/profile/13366724392030699543noreply@blogger.com