The Innovation Director: Conor Malloy

Hey there Legal Rebels! 👋 I'm excited to share with you the eighth episode of the 2025 season of the LawDroid Manifesto podcast, where I will be continuing to interview key legal innovators to learn how they do what they do. I think you're going to enjoy this one!

If you want to understand how process optimization and innovative thinking can transform legal aid organizations and dramatically expand access to justice, you need to listen to this episode. Conor is at the forefront of applying technology to legal challenges and has a unique background that combines theology, restaurant management, and legal expertise.

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Using Technology to Amplify Access to Justice

Join me as I interview Conor Malloy, the Director of Innovation at CARPLS (Coordinated Advice and Referral Program for Legal Services), who previously led the development of Rentervention, an award-winning legal chatbot for tenants.

In this insightful podcast episode, Conor shares his fascinating journey from working in restaurant kitchens to becoming a legal innovator. He explains how his background in theology and ethics led him to law as a vehicle to make a meaningful difference in people's lives, and how his experience in high-volume restaurant work taught him valuable lessons about process optimization that he now applies to legal services.

Conor dives deep into his work developing Rentervention, a chatbot that helps tenants navigate housing issues, and how he transformed it from a deterministic system to one using natural language processing. He also discusses his vision for the future of legal aid at CARPLS, where he's exploring how technology can help serve more clients, collect better data, and enable prevention-focused interventions.

His stories and insights underscore how small efficiency improvements, when scaled across thousands of interactions, can dramatically expand access to justice while improving working conditions for legal aid lawyers and staff.

The Skinny

Conor Malloy, the new Director of Innovation at CARPLS, shares his journey from theology student to legal innovator. Inspired by a professor who challenged him to make a tangible difference in people's lives, Conor found his calling in using technology to expand access to justice. He discusses how his experience in restaurant kitchens taught him crucial lessons about process optimization that he later applied to legal practice. At Rentervention, Conor transformed a rule-based chatbot into a more natural conversational system, dramatically improving its ability to help tenants. Now at CARPLS, he's working to revolutionize how a legal aid organization that handles 90,000 consultations annually can use technology and data to serve more people, follow up on outcomes, and even prevent legal problems before they occur.

Key Takeaways:

* Process optimization skills from restaurant work directly translate to legal innovation - every second saved across thousands of interactions creates massive efficiency

* Moving from deterministic chatbot menus to natural language processing dramatically improved user experience in Rentervention

* Legal aid organizations like CARPLS face significant demand they cannot currently meet, creating opportunity for technological solutions

* Knowledge management systems are crucial for scaling legal aid services

* Technology can help create longitudinal relationships with clients to measure outcomes and improve services

* Collecting and analyzing data at scale enables preventative interventions that address issues before they require legal help

* Innovation in legal services isn't just about increasing productivity - it should also improve quality of life for legal professionals

Notable Quotes:

* "If what we're learning here does not feed the hungry, if it doesn't comfort the sick, if it doesn't shelter the homeless, then none of what I'm teaching you is really worth a damn." - Conor's Professor (13:46-14:16)

* "My work is my ministry in a lot of ways... using the talents that we have, it can really do great work." - Conor Malloy (16:44-17:38)

* "I had a chef one time. He told me, I can teach a monkey to cook, but your last dish of the night has to look like the first dish." - Conor Malloy (10:37-10:41)

* "I flipped the script where I got rid of that menu and I put the natural language free form at the front end and just let people do that. And that's when, I think that's when it really started to get awesome." - Conor Malloy (35:04-35:17)

* "With some of the efficiencies... if you can decrease a call by slimming down a knowledge base article and making them more navigable and you take 10 seconds off of a call, right? Multiply that times 90,000." - Conor Malloy (50:09-50:23)

* "We were automating between 4,000 and 6,000 administrative tasks per week... What did that allow us to do? It didn't allow us to just make money like gangbusters... At 3 o'clock on Friday afternoons, we would turn on the WWE Network and we would put on a classic WWE wrestling match... crack a beer and we'd kick back and enjoy life." - Conor Malloy (56:33-57:09)

Clips

AI’s Transformative Impact on Legal Practices

Consistency From Cooking to Legal Tech

Gaining Perspective Through Technology

Personal Motivation for Pursuing Family Law

Innovating Client Acquisition using Technology

Conor Malloy brings a refreshing perspective to legal innovation by focusing not just on efficiency and scale, but on the human elements as well. His ability to draw connections between seemingly unrelated fields - from restaurant kitchens to theology to legal aid - demonstrates how cross-disciplinary thinking can lead to breakthrough innovations. His work at Rentervention and now CARPLS shows how seemingly small improvements, when implemented at scale, can dramatically expand access to justice.

Closing Thoughts

What strikes me most about my conversation with Conor is his human-centered approach to innovation. While many in legal tech focus primarily on efficiency or profit, Conor is driven by a deeper purpose, using technology to help people in need while also improving the quality of life for legal professionals.

His insight about translating lessons from restaurant kitchens to legal services is brilliant: both are high-volume operations where small process improvements can have massive impacts across thousands of interactions. But I especially appreciate his perspective that technology should create not just productivity but breathing room for people to enjoy their work and lives.

As we continue exploring AI and other technologies in legal services, Conor's vision reminds us that the ultimate measure of innovation isn't just how many more cases we can handle, but whether we're truly improving outcomes for clients and quality of life for practitioners. That's the kind of innovation our profession desperately needs.

By the way, as a LawDroid Manifesto subscriber, I’d like to invite you to an exclusive event…

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Cheers,

Tom MartinCEO, LawDroid

P.S. Check out the Day 1 & Day 2 schedule—packed with panels, workshops, demos, and keynotes from the industry’s leading experts.

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