Lawson-West instals Web site auto reply service

A Leicestershire law firm has installed technology which automatically issues answers to questionse-mailed by visitors to its Web site.Visitors to Lawson-West's Web site who want to ask a legal question such as 'How much does it cost to create a will?' can type in their query.The firm's Metafaq technology - developed by Web services company Transversal - recognises key words in the question, automatically searches a database of frequently asked questions and pulls up the closest matching answers.Questions which cannot be answered from the database of answers are referred to one of the firm's solicitors, who produces an answer which is then posted to the bulletin board and used for future reference.Senior partner Keith Lawson-West said: 'Particularly with my area of specialism - personal injury - the same questions tend to get asked over and over again.

'Having a set of stock answers on the Web site is immensely time- saving, for both the solicitors - who do not have to spend time manually replying to each query - and also for the clients, who have immediate access to the required information.'The software can identify 'layman's terms' used in clients' questions and relate it to the relevant technical information on the site.

Mr Lawson-West explained that the software acted as an 'index' to all the information on the site, pointing inquiries in the correct direction.The four-office firm offers personal injury, conveyancing, education, family, elder law, and wills and probate services.LINKS: www.lawson-west.co.ukVictoria MacCallum