How We Built a Robust Custom Private GPT Employee Knowledge Base and Training Program in About Two Weeks
By Kent Berk on August 2nd, 2024 in PROBATE LITIGATION
Partner: “Here’s a matter/issue, go figure it out.” New Associate: “Uhm, okay.” The Associate walks away wondering whether they should have accepted the position. They then spend the next three days just trying to figure out how to find the electronic file and fumbling through the other of many steps necessary to process a matter.
That is an oversimplification and just a slight exaggeration (or maybe not) for some new hires. Firms are so busy, they are lucky to have a current handbook with detailed workflows, policies and procedures, let alone a robust employee knowledge base, training and testing platform. It’s tough enough knowing all the rules and keeping up with changes in substantive law. Who has time to draft and keep current a robust employee procedures manual that delineates all the firm’s key workflows? As of right now, everyone!
The difference between successful and highly successful law firms (or any business) is consistent policies and procedures, well engrained and seamlessly followed by all team members. Imagine a crisis-free law firm where everyone knows where the documents should be filed and they are there! There are no more interruptions to go ask a neighbor how to do this or that. Virtually every routine process is documented, diagrammed and tested. Team members can focus on real work and helping clients.
This is not a dream. It is attainable with a solid employee knowledge base, effective training and assessments.
With Chat GPT, you can now easily create or update your handbook, policies and procedures, workflows, roles and responsibilities, evaluation forms and everything else that should go into a robust procedure manual and employee training and support program. With GPT, you can then use that source material to take it to the next level.
BLG Training Hub
Here’s what we did in about two weeks, with the bulk of the training content in a weekend:
- Created a custom GPT using Chat GPT 4.0+ ($20/month at openai.com), the “BLG Knowledge Base.”
- There, we uploaded all of our procedure, training, handbook and evaluation materials to the GPT knowledge base. This included our employee procedure manual/handbook and related material, such as roles and responsibilities, employee evaluation criteria and anything else about how the firm runs. Thanks to GPT, we had current and complete material.
- We gave it simple instructions about what we wanted to do: to use that knowledge base to allow employees to ask questions and get concise accurate responses about anything covered in the source material, create PowerPoint presentations, video outlines, diagrams, imagery and quiz questions, all based on our material.
- We then accessed the active user interface to “Message BLG Knowledge Base” just like you would begin any other prompt.
With this process, in about a weekend, we created eleven modules, including topics for Ethics and Professional Responsibility, Client Relationships, Filing and Document Management and many others. This includes all the essential and routine workflows essential to running our firm.
Here is a sample of how we created one module:
User >> create a .ppt of the firm’s ethics and professionalism policy
GPT >> Based on the information provided in the uploaded files, here is an outline for a PowerPoint presentation on the firm’s ethics and professionalism policy:
Slide 1: Title Slide
Title: Berk Law Group PC
Subtitle: Ethics and Professionalism Policy
Date: June 2024
Slide 2: Introduction
Mission Statement: Continue to build our reputation as the preeminent Arizona law firm specializing in probate trust, estate, and elder law litigation while maintaining a fun, challenging, rewarding, and crisis-free experience for our team members.
Slide 3: Core Values
Integrity: Upholding the highest ethical standards.
Dedication: Placing client needs first.
Excellence: Striving for top-notch legal expertise and client service.
Advancement: Commitment to professional growth and innovation.
Professionalism: Respect and civility in all dealings.
Teamwork and Collaboration: Promoting effective teamwork.
Accountability: Taking responsibility for actions and outcomes.
Community Engagement: Participating in pro bono work and charitable initiatives.
Diversity and Inclusion: Embracing and promoting an inclusive culture.
…
>> GPT: Would you like me to create the PowerPoint slides based on this outline?
>> User: yes
>> GPT: I have created the PowerPoint presentation on the firm’s ethics and professionalism policy. You can download it using the link below: Berk Law Group Ethics and Professionalism Policy.pptx. [Note: This was a link to download the presentation, which was a plain vanilla theme with no colors or images. We then used the PowerPoint Designer and SmartArt features to transform these plain vanilla presentations into colorful, engaging presentations with diagrams, catchy images and graphics. You can ask GPT to output a particular file type and it can likely do so.]
>> User: give me 10 quiz questions, single choice, multiple choice, matching, matrix sorting types
Sure, here are 10 quiz questions based on the firm’s ethics and professionalism policy:
Which of the following is NOT one of Berk Law Group’s core values?
a) Integrity
b) Dedication
c) Innovation
d) Professionalism
Answer: c) Innovation
Which of the following are considered core values of Berk Law Group? (Select all that apply)
a) Integrity
b) Transparency
c) Excellence
d) Teamwork and Collaboration
Answer: a) Integrity, c) Excellence, d) Teamwork and Collaboration
What tasks are paralegals responsible for? (Select all that apply)
a) Case management
b) Billing and accounting
c) Legal research
d) Document preparation
Answer: a) Case management, c) Legal research, d) Document preparation
…
We then created a private password protected learning management system website for our employees to access the presentations, videos and quiz questions (a total of 160 so far) in a structured and trackable environment, with reporting. All in about two weeks. As with any output from AI, there were errors and it failed to follow instructions on occasion, so you must carefully read and revise what GPT generates even from your own material.
Full disclosure, when I say “we” created this training hub, I mean, my wife and me. She is a high school physics and biology teacher who happens to be taking advanced courses at ASU on adult learning design (no small coincidence we were discussing employee training), hoping to move into that field after this coming school year. She helped immensely. Anyone hiring?
As I experiment more with AI, the more I realize it can do. Much of what I’ve used it for, I would not have done without it. We simply could not afford to do so. We are a small firm. It would have taken weeks or longer to do what I just explained. It benefits everyone, employee morale, customer service and satisfaction. Our current and new employees were excited to complete the course and take the quizzes. Everyone wants to be on the same page and work in a crisis-free environment. I encourage you to experiment with AI. It is powerful and may help you do something for which you thought you would never have the time. Have fun exploring!
DISCLAIMER: A human wrote this article.
Reprinted from the Maricopa Lawyer, August 2024.
