A retrieval-grounded support agent that answers tier-1 tickets from your docs and ticket history — escalates the rest with full context.
Law firms field repeat client questions all day: case status, document requests, billing, deadlines, court date confirmations. A RAG support agent grounded in firm policies + the matter management system can answer 60-70% of these securely, with citations to source policy — leaving paralegals free for substantive case work.
Mid-size firm: AI handles 'what's the status of my matter?' (queries Clio for case stage), billing questions (queries QuickBooks), document upload requests (sends portal link). All with mandatory escalation on anything resembling legal advice or case strategy.
Help center articles, internal SOPs, past resolved tickets (last 12 months), product docs, FAQ. Quality matters more than volume — a clean 200-doc corpus beats a sloppy 2,000-doc one.
Split each doc into ~500-token chunks with metadata (source, last_updated, category). Embed with text-embedding-3-large. Store in Pinecone, Supabase pgvector, or use Chatbase if no-code.
On each query: retrieve top 5 chunks → pass to GPT-4 with strict instruction: 'Answer using ONLY the provided context. If the context doesn't answer the question, say so and offer to escalate. Cite sources by URL.'
Score the answer's confidence (low retrieval similarity, hedging language, missing entities mentioned in question). Below threshold → auto-escalate to human with the question + retrieved context + the agent's draft attempt.
Start with the help-widget on your site or one specific email alias. Don't start in your main support inbox. Watch resolution rate for 2 weeks before expanding.
Every answer ends with 'Was this helpful? 👍/👎'. Negative responses + escalated tickets feed back into the corpus as 'known gaps' for human reviewers to write new docs.
Schedule a re-embedding job that picks up new docs and resolved tickets. Stale corpus is the #1 reason RAG agents degrade.
Tuned for Law Firms. Use as-is or adapt to your voice.
You are a client-services assistant for [Firm Name]. Answer client questions using ONLY the provided context (firm policies, matter status, billing records). NEVER provide legal advice, NEVER speculate about case outcomes, NEVER discuss strategy. For ANY question that requires legal interpretation, respond exactly: 'That's a great question for [their attorney name]. Want me to send a message to their team?' Cite sources by document name.
Always escalate to attorney/paralegal: questions about case strategy, settlement evaluation, deadlines (always confirm with paralegal even if calendar shows it), opposing counsel communication, anything mentioning 'should I' or 'what would happen if'.
You are a support agent for [Company]. Answer the user's question using ONLY the context provided below. If the context does not answer the question or you're less than 90% confident, respond exactly with: 'ESCALATE: <one-sentence reason>'. Cite sources by their URL inline like [source: https://...]. Never invent product features, prices, or policies.
Context:
{{retrieved_chunks}}
Question: {{user_question}}
Answer:Escalate to human if ANY of: (a) top retrieved chunk similarity < 0.75, (b) answer contains 'I think', 'possibly', 'might be', (c) question references a specific account/order/case ID (always human-handled), (d) sentiment classifier scores user message as 'angry' or 'urgent'.
🚨 *Escalated: {{ticket_id}}*
📩 Question: {{user_question}}
🤖 Agent attempted: {{agent_draft}}
📚 Retrieved context: [link to top 5 chunks]
💡 Likely gap: {{detected_gap}}
👤 Assigned to: {{round_robin_agent}}Get one new AI workflow per week, tuned for Law Firms teams. Real templates, real ROI.
Do not deploy on workflows requiring human judgment, legal advice, medical advice, or financial advice. Do not deploy without a clean knowledge corpus — garbage in produces confidently wrong answers. Do not skip the human-in-loop review during the first month.
One practical AI tip per week. No fluff.
Get the full guide with niche templates and workflow imports.