Studio Legale Malnati
- Client
- Studio Legale Avv. Fabiola Malnati
- Industry
- Legal services
- Services
- AI chatbot · Website integration · Appointment booking
The request
Turning the website into a real contact tool
Lawyer Fabiola Malnati already had a website, but acquiring new clients was held back by the lack of an immediate, engaging point of contact.
Many visitors found useful information but did not complete the journey, leaving the site without taking a next step such as requesting more information or booking a consultation.
The goal was therefore to make the website more interactive and turn it into a real contact tool, able to give users initial support, guide them in choosing a service and simplify booking a consultation with the lawyer.
The process
From user journey analysis to an integrated chatbot
- 01
Needs analysis
We analysed the users’ journey through the website and the firm’s main needs, identifying the first-contact phase as one of the most important aspects to improve. The goal was to create a tool that could offer immediate answers while making it easier to move from simply browsing the site to requesting a consultation.
- 02
Conversational experience design
We designed an AI chatbot able to interact with users simply and intuitively, answering the most frequent legal questions and guiding them to the information and services best suited to their needs. Particular attention went to keeping the interaction simple, so the chatbot is easy to use directly on the website.
- 03
Integration and automation
We integrated the chatbot into the existing website, connecting it to an appointment booking system and an automatic notification flow. This way the whole journey, from first contact to booking a consultation, can be handled directly through the chat.
The solution
An AI chatbot that guides users from first contact to consultation
We built and integrated into Ms Malnati’s website an AI-based chatbot designed to give users an immediate first point of contact and guide them towards booking a consultation.
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AI chatbot
The chatbot answers users’ most common questions based on the legal issues they describe, providing general, contextualised information. Questions such as “What should I do if I have just divorced?” or “What can I do if I have lost my job?” can receive a first answer directly on the website.
The aim is to offer an immediate, reassuring interaction, helping visitors understand their situation better and making it easier to contact the lawyer for a more in-depth consultation.
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Appointment booking
Directly from the conversation with the chatbot, users can book a consultation by choosing a day and time among those available in the lawyer’s calendar.
Booking becomes part of the user’s journey, removing extra steps and making it easier to turn a request for information into an appointment.
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Automatic notifications
Once a booking is confirmed, the system automatically handles the related communications.
Ms Malnati receives an email notification with the appointment details, while the client automatically receives a booking confirmation at their email address.
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Handling urgent cases
The chatbot also includes a feature dedicated to urgent situations.
Users who need prompt assistance can flag it directly during the conversation, allowing the lawyer to receive the request and respond immediately.
The result
From an informational site to an interactive contact channel
The new solution has turned the website from a simple informational tool into an interactive channel that guides users from first contact all the way to booking a consultation.
The chatbot gives visitors immediate answers to their questions, while the calendar integration makes it quicker and easier to set up an appointment with the lawyer directly. Automated bookings and notifications have also simplified how the firm handles requests, reducing manual steps and making the contact process more efficient.
In short, the project allowed Ms Malnati to add to her website a digital system that combines artificial intelligence, appointment booking and automation, giving users a more immediate, accessible and complete experience.