Epiq Leverages Microsoft Copilot Studio and Power Platform Tools for Enhanced Efficiency and Cost Reduction
Epiq: A Leader in Technology-Enabled Legal Services
Epiq is a prominent player in providing technology-driven services to various sectors, including law firms, corporations, financial institutions, and government entities. The company has a workforce of nearly 8,000 associates and operates in multiple countries. Epiq specializes in handling large and intricate client matters, such as class action lawsuits, mass tort cases, bankruptcies, eDiscovery, and more. Its extensive history demonstrates its capability to manage significant litigation, regulatory, and compliance challenges effectively.
Enhanced Management of Class Action Lawsuits
The Challenge of High Volume
When Epiq takes on large class action lawsuits for major corporations, it often involves managing claims from tens of thousands of individuals. Such a high volume can overwhelm Epiq’s call center, causing long wait times for callers seeking assistance.
Introduction of AI-Driven Solutions
To tackle these challenges, Epiq has embraced artificial intelligence by designing AI-powered agents using Microsoft Copilot Studio. These agents utilize generative answers to respond to frequently asked questions about class actions, including eligibility criteria and claim filing procedures. Claimants can input their unique file numbers to receive tailored information from the agent directly. If further assistance is needed, the system can automatically redirect the caller to a live agent for more personalized support.
Custom Integration for Efficiency
During the development phase, Epiq faced a challenge because a ready-made connector for its specific call center platform was unavailable. To resolve this, their team created a custom handoff adapter in Copilot Studio. This adapter was later added to a collection of reusable components for AI agents related to other class actions.
The results have been impressive: one AI agent successfully managed nearly 50,000 inquiries for one of Epiq’s largest class action cases, demonstrating the effectiveness of their innovative approach.
Expanding Capabilities with Email Support
Epiq is also experimenting with an autonomous agent designed to assist with customer queries sent via email. This agent can sort through a general inbox, generate timely responses, and even follow up on previous communications. Emails requiring higher-level attention are routed to designated employees for review.
Utilizing Copilot Studio for Internal IT Operations
Streamlining Employee Support
Beyond client-facing applications, Epiq employs Microsoft Copilot Studio to enhance its internal processes. The AI agent, known as "Eva," offers a range of IT support services to staff members. This includes helping employees access travel and HR policies, alongside other corporate information stored in Dataverse and SharePoint.
Connectivity and Service Integration
Through integration with Service Now, Epiq’s IT support system, Eva enables employees to submit helpdesk tickets and rapidly check their statuses. Additionally, Microsoft’s Entra integration allows for streamlined access to Verkada, Epiq’s security software, improving the speed at which employees can locate building access points. Eva can also facilitate the creation and modification of distribution lists in Microsoft Exchange and the establishment of channels in Microsoft Teams.
Future Developments
Jordan Bardwell, the Manager of Rapid Development and Innovation at Epiq, highlighted the versatility of the AI agent, stating that it can manage a remarkable variety of IT requests from employees. Looking ahead, Epiq plans to enhance Eva’s functionalities by incorporating systems like Workday and Okta to further streamline operations.
Epiq’s strategic use of technology not only allows it to meet increasing demand but also helps in improving overall efficiency, both for clients and internal teams. The combination of AI-driven support and human oversight positions Epiq as a forward-thinking leader in legal and corporate services.
