Web Agent Expands Access to Information at Miami-Dade's 11th Judicial Circuit
The Challenge
The 11th Judicial Circuit Court of Florida faced challenges in providing accessible information to the diverse, multilingual population in and around Miami-Dade County. In particular, self-represented litigants in family court faced challenges in accessing vital information.
Website navigation was complex, and staff handled an average of about 950 live chats per month.
The Solution
Advanced Robot Solutions partnered with the 11th Judicial Circuit Court and the National Center for State Courts (NCSC) to deploy SANDI, a multilingual web agent for the Miami-Dade Court's website.
With SANDI, litigants who visit the website can easily navigate resources and court information without having to visit the courthouse. SANDI can communicate in English and Spanish, allowing users to communicate in the language they're most comfortable with.
Multilingual Speech and Text - allows for communication in English and Spanish
Allows the court's diverse service population to find information and resources in the language they're most comfortable with, reducing barriers to justice for 2.8 million citizens.
Natural Language Processing -
Promotes continuous learning for improved responses in both languages, making SANDI for effective over time.
Plain Language - Explains legal terminology in understandable, everyday speech
Increases access to legal information by reducing confusion for self-represented litigants and communicating information in plain language.
Live Chat Escalation - Ensures a human-in-the-loop for interactions
Maintains a human-in-the-loop and proper guardrails so users can connect with experts when necessary if information is not available.
Key Results
Over 3 Million Interactions Since Launch
Since launch, SANDI has seen over 3 million interactions, answering frequently asked questions and providing vital information.
Live Chat Reduced by 95%
Live chats handled by staff have been reduced from 950 per month to 55 per month, allowing staff to focus on work requiring human-expertise.
Serving 2.8 Million Residents in Maimi
SANDI is available to nearly 3 million residents within the 11th Judicial Circuit Court's jurisdiction, 2 million of which speak Spanish.