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When knowing your client becomes artificial intelligence

Smaller firms shouldn’t be afraid of developing their own tech solutions, says Jean-Yves Gilg

24 March 2017

Dawn was breaking when Alan Larkin’s phone pinged with a text message from an anxious client. The family lawyer texted back a quick response, asking for further detail. Over the next hour, their SMS exchange allowed him to piece together a rough picture of the situation. The client in question was based in France at the time, but gathering this information remotely, Larkin thought, hadn’t been much different from the process he would have gone through had they been in a room together. He spent the next hour before heading out to work jotting down some thoughts about the benefits of a web-based process that would replicate the mechanics of the first client meeting.

This was March 2010. In the meantime, Larkin registered with IBM Watson and started testing some ideas. Seven years on, the project has a name, ...

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