Develop a Multi-Channel Legal Knowledge Service Center with Knowledge Mining Capability

In the knowledge centric business environment, knowledge management (KM) is the process of creating, accumulating and accessing the values from intangible assets. Owing to the fast development of information technology and the global reach of legal documents, patents, trademarks and copyrights, technical legal services, organizations are challenged to efficiently provide customized services. They must anticipate the various customer needs to increase competitiveness and customer loyalty. In order to efficiently fulfill the client requests, lawyers and patent consultants can provide customer centric services by using contact center applications and data analysis methodologies. Multi-channel service centers that integrate voice, fax, e-mail and web applications are increasingly being used to manage customer interactions, queries, complaints and service requests. A multi-channel legal knowledge service center not only provides greater access but also provides the means to analyze customer interaction data. Data collected through the channels must be transformed into meaningful knowledge to benefit corporations in capturing customer needs and exploring the knowledge development trend. This paper depicts the development of contact center and data analysis methodologies to demonstrate the feasibility and the versatility of legal knowledge service center functions. The aim of this paper is to provide a new knowledge management model for legal service providers to enhance their operation effectiveness and efficiency.