Lawpath cuts customer service inquiries 25% with Claude on Amazon Bedrock

As Lawpath's Australian small-business legal platform grew, its legal team spent an unsustainable amount of time on customer research, document searches, and other manual services. The company wanted to give customers self-service capabilities so it could deliver faster legal help while reducing its own administrative burden.

Lawpath built Lawpath AI, a generative AI orchestration engine using Anthropic Claude on Amazon Bedrock combined with Amazon EventBridge to trigger AWS Lambda workloads. The solution ships as three features — Ask (automated business-specific legal answers), Draft (simplified legal drafting), and Document Review (a second opinion on customer documents) — trained on past cases, legal briefs, and lawyer input.

The Lawpath AI Ask feature cut the volume of questions directed to customer service agents by 25% and reduced calls to lawyers on the legal advice plan. Internal efficiency also improved: customer quote lead time dropped from three days to half a day, and the Draft feature let Lawpath produce 15% more legal documents, such as indemnity clauses, than before.

• Generative AI can absorb high-volume, repetitive legal Q&A and drafting work, freeing staff for higher-value tasks
• A large model context window (Claude) allowed personalized, business-specific responses without constant fine-tuning
• Self-service AI features can meaningfully compress internal process lead times (quotes: 3 days → half a day), not just customer-facing metrics