How artificial intelligence has revolutionized client service


Ari Kaplan spoke with Jamie Berry recently, the president of Evolver Legal Services. Evolver Legal Services is a company that provides litigation support services and eDiscovery.

They discussed how the emergence and use of generative AI has changed the client service, the common challenges faced by legal teams in litigation, as well as the evolution of the law.

Ari Kaplan Tell us a little about yourself and your role with Evolver Legal Services.

Jamie Berry: In 2001, I was just out of law college when I began my career in electronic discovery. It was a temporary position in what would later be DLA Piper’s litigation support group. We used summation for coding and searching medical records in a large class-action matter. I was the firm’s litigation manager, and held various leadership positions at both small and large ALSPs. Before becoming president of Evolver Legal Solutions and managing the entire business, I served in different leadership roles. It’s a great ride.

Ari Kaplan What is Evolver’s approach towards e-discovery like?

Jamie Berry: Evolver has a unique approach to eDiscovery and general legal services. It has a Back to the Future style in which our focus and commitment are on creating a client-service-centric partnership, where we strive to drive our clients towards outcomes. We optimize speed, accuracy, and security in order to achieve greater efficiencies. Our team’s expertise and the white-glove concierge service that prioritizes collaboration with clients is what sets us apart in a crowded market.

Jamie Berry headshot
Jamie Berry is president of Evolver Legal Services. This company provides litigation support and e-discovery services.

Ari Kaplan How has customer service changed in the era of generative AI?

Jamie Berry: AI has enabled client service to incorporate validation and collaboration in the engagement. It’s like driving with our clients in a car equipped with two steering wheel. They can now stop and redirect when necessary. This can create unrealistic expectations about a solution that will solve all problems. Instead, it becomes a process of testing and confirmation, which is similar to the early days in eDiscovery, where analytics was used to verify accuracy.

Ari Kaplan What are the most common challenges that your clients face in litigation?

Jamie Berry: This industry has known for more than 25 years that the common challenge is to do more with less. We are managing more and different types of data, as well as additional security regulations and privacy concerns. This is all happening in a world of instant gratification, tighter deadlines, and increased data. We also seem to be perpetually lacking in funding and human capital. We must be innovative and deploy the right technology to develop creative solutions that address these needs. You must be willing to fail fast, take responsibility for those failures and pivot. You need to be transparent and provide excellent client service in order to avoid any perception of a mysterious black-box approach.

Ari Kaplan How has leadership changed in the legal profession?

Jamie Berry: The pandemic marked a turning point for leadership, in particular for legal. Finding, maintaining, and managing talent is difficult with a larger remote workforce. Professionals have to balance increased responsibilities for childcare or caregivers with completing more work quickly. In addition, there are new disciplines to learn, with more professionals in legal and procurement who play a larger role in buying decisions. Indeed, with all the M&A we’ve seen over the past few years, executives must speak a board’s language and be able to market a business, rather than market a service.

Ari Kaplan What skills are the most important to your team members?

Jamie Berry: The soft skills, such as the ability to work with people, communicate effectively and demonstrate the highest levels of customer service are vital. It is important to know how to incorporate technology into solutions which address the legal implications of a situation. Privacy and data protection are also important skills to master in order to succeed on this market. Being flexible and adapting the approach to the procurement team’s objectives is crucial from a business-development perspective.

Ari Kaplan What do you think about the future of law?

Jamie Berry: Law firms are increasingly run as businesses. Lawyers need to understand that they’re not just experts in the law or service providers. They are business owners who need to know how run an efficient and effective practice. This can only be achieved with technology. In my Columbus School of Law class at Catholic University of America, I help students become dynamic litigators by demystifying legal technology and helping them support their clients. We hope to change the paradigm for legal education so that students can develop their practical skills and gain business knowledge.

Listen to the entire interview at Reinventing Professionals.

Ari Kaplan His website features interviews with leaders in the legal profession and the broader community of professional services to highlight transformative changes, introduce new technology and share perspectives. Blog And on iTunes.

This column reflects the opinions of the author and not necessarily the views of the ABA Journal—or the American Bar Association.


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