Why Law Firm Customer Service Sucks (and the Technology That Can Fix It)

Jared welcomes  special guests Matt McClellan and Manny Griffith, co-founders of Hona, to talk about everything from AI in law to the absurdity of the internet.

First, Jared shares his monologue on his strange YouTube obsession with disturbing camping and caving videos, which leads him to question his own mental health. He warns listeners to stay on the main trail, whether in a forest or a cave, and general just not to be an idiot.

Then, Matt and Manny reveal the founding story of Hona, a company built to be the "Domino's Pizza Tracker" for legal cases. They discuss how their products—including a new AI-powered chatbot and virtual receptionist—are designed to alleviate the "redundant and unnecessary" work that bogs down law firms. They also explain that lawyers are bad at customer service because they aren't trained in it, and that clients today compare law firms not to other law firms, but to Amazon and Domino's.

Finally, stick around for our recurring segment, "Just How Broke Am I?," where the guys from Hona guess the prices of some truly bizarre items from the internet, including Sauron body armor, an umbilical cord iPhone charger, and a fully functional mini desktop cannon.

Learn more about Hona and what they can do for you at Hona.com.
Watch the show on our YouTube channel.
And check out this week's Spotify playlist.

Thanks to those supporting this episode:

• Assembly Neos. Visit assemblysoftware.com to learn more and schedule your consultation today.
• Captain Compliance.  Visit captaincompliance.com to easily manage your company's privacy compliance.
• Attorney at Work. Head to Attorney at Work for your one really good idea each day.  Check out their new podcast Attorney at Work Today on Apple, Spotify, or wherever you listen to podcasts.

• (00:00) - Intro & Jared's Monologue: My Weird YouTube Obsessions
• (02:56) - "Two Hours of the Most Disturbing Camping Encounters Ever"
• (05:10) - Urban Exploration, Caving & My Claustrophobia
• (07:40) - My Mental Health & The Duality of Man
• (09:17) - Introducing Guests: Matt McClellan & Manny Griffith of Hona
• (10:18) - What Is "Hona"? (And its Surprising Origin Story)
• (12:27) - The Founder Story: The "Domino's Pizza Tracker" for Legal Cases
• (13:58) - Jared's Heartbreak: The Pizza Tracker Is a Fake!
• (16:07) - New Products: An AI Chatbot & Virtual Receptionist
• (18:42) - The Future of AI in Legal Tech
• (20:19) - The Business Mission: Additive Tech for Better Client Experience
• (22:06) - The "Personal Touch" vs. AI: What's the Right Balance?
• (26:54) - Why Are Lawyers So Bad at Customer Service?
• (29:56) - Client Expectations: Why Lawyers Are Compared to Amazon & Domino's
• (31:23) - Counter Program Intro: "Just How Broke Am I?"
• (44:17) - Conclusion & Outro