So much is being written about how the intersection of technology and the legal sector has sparked a revolution in delivery of legal services, including in the access to justice community. A number of pro bono projects in Tennessee are intentionally and strategically utilizing new technology, platforms and approaches. These technological advancements and AI-powered tools are changing the landscape, enabling legal service organizations to help meet client needs more effectively and efficiency.

AI and technology have the potential to transform legal processes, making legal resources more accessible and offering innovative solutions that allow legal aid providers and pro bono organizations to extend their services to a wider audience. From streamlining intake and legal research to providing free legal consultations virtually to adapting chatbots and other predictive platforms, technology is reshaping the way legal assistance is provided, helping bridge the gap between legal services and those who need them most.

The following essays explore the crucial role that AI and other technological innovations play in supporting legal aid initiatives, pro bono work and broader access to justice projects. These innovations have the potential to create a more inclusive and responsive legal systems for all. |||

Exploring AI’s Role in Access to Justice
What We’re Learning at VAILL

Cat Moon, Professor of the Practice and Co-Director
— Vanderbilt AI Law Lab

Artificial intelligence is rapidly transforming industries, and the legal profession is no exception. As AI tools become more powerful and accessible, they present an opportunity to bridge the enormous and ever-widening gap between those who need legal help and those who can provide it. At the Vanderbilt AI Law Lab (VAILL), we are exploring how AI can expand legal access, support pro bono services and empower individuals to navigate the legal system more effecw

Our work is grounded in the belief that AI, when applied thoughtfully, can scale legal knowledge in ways never before possible. But to harness this potential, lawyers must move beyond fear of the unknown and toward humble curiosity about what is possible. As Marie Curie said, “Nothing in life is to be feared, it is only to be understood. Now is the time to understand more, so that we may fear less.”

This mindset is essential as we explore AI’s role in legal services. Instead of seeing AI as a threat to traditional legal work, we must ask: How can we use these tools to do what lawyers already do — analyze, communicate and advocate — but at scale, and with greater reach?

One example of what’s possible emerged from a proof-of-concept experiment in which we collaborated with students from Vanderbilt’s Data Science Institute to test whether generative AI could assist individuals in creating advance health care directives. Many people lack access to legal help when making end-of-life decisions, and our experiment demonstrated that an AI-powered system could guide users through the process of drafting an enforceable directive — providing explanations in plain language, helping them express their wishes and generating a legally compliant document. While this was only a small test, it illustrated how a generative AI tool, when designed with care, can break down barriers to legal self-help and give people access to legal guidance they might not otherwise receive.

Another initiative we are developing is Hacking Pro Bono, an AI-focused legal hackathon that took place on April 12 at Vanderbilt. This event brings together people across disciplines — including legal professionals, technologists, data scientists and students — to explore how AI can help us scale pro bono legal services. The goal is not just to discuss AI’s potential, but to actively build tools that can do things like simplify intake processes, assist self-represented litigants and expand the impact of volunteer legal work. With pro bono attorneys stretched thin, AI-assisted tools could provide much-needed support — offering efficient triage, generating basic legal documents or even acting as a first point of guidance before a human lawyer steps in.

Through my research and conversations with legal aid leaders on Legal Services Corporation’s Talk Justice podcast, I am seeing firsthand how AI is already making an impact. Legal aid organizations across the country are experimenting with AI to screen clients, draft legal forms and provide self-help resources. These early efforts show that AI is not a distant future technology — it is already being used to expand access to justice.

The challenge ahead is not whether AI will be part of the legal system, but how we, as legal professionals, will shape its use. The tools themselves are neutral; it is up to lawyers to decide how to build, refine and apply them in ways that serve justice. To do so, we need to move past skepticism and engage with AI thoughtfully — learning, experimenting and asking how these tools can be used to better serve those who need legal help the most.

AI will not replace lawyers, but it can help make legal services more accessible, efficient and fair. By embracing curiosity and collaboration, lawyers can play an active role in shaping the future of legal technology. Now is the time to ask: What can we build? What problems can we solve? How can we ensure technology is used ethically and effectively to serve those who need it most? The answers will not come from one lab, one firm or one institution — they will come from all of us, working together to expand justice in new and meaningful ways. |||

AI
Change or Become Obsolete

DarKenya W. Waller, Executive Director
Theresa Morrison, Communications Manager
Zac Oswald, Senior Deputy Director
Vince Morris, Director of Compliance and Legal Technology
— Legal Aid Society of Middle Tennessee & the Cumberlands

Like many in the legal services realm, I was very skeptical about AI in the beginning. It was uncharted territory and seemed very daunting. All I could think about when I heard about what it could do was everything that could possibly go wrong. What if client information got out? Or what if it opens a door to some sort of cyberattack?

After hearing a speaker at a training, there was a statement that resonated with me deeply and helped to turn the tide for me when it comes to AI: “AI is like the internet. It’s not going anywhere and it’s only going to get stronger. You can either learn how to use it to your advantage or get left behind.”  That made sense to me. Whether I like it or not is irrelevant. It’s here!

Reentry

The tedious task of data entry for criminal records can be laborious. Mustafa Enver, LAS’ reentry paralegal, is using AI to streamline that process. For several years, Legal Aid has been hosting expungement clinics where we invite clients to remove non-convictions from their criminal record. This was a task that was done primarily by hand, so it would take the lawyer several minutes to fill out an individual form. Most of the data was repetitive, meaning you might be writing your client’s name, date of birth and zip code over and over.

Using ChatGPT, we created a process that allowed us to submit our clients’ criminal records to create a simple data table. The data table included all the information needed to fill out a client’s expungement petition. With a few extra steps, we created a system that took the information from ChatGPT over to a document that automatically filled out the expungement petition for the attorneys working with clients. A process that previously might take 20 to 30 minutes, based on a client’s record, could be finished in three to five minutes. This was exciting because it allowed us to help more people, and we got to spend more time talking with the clients about their needs and questions.

Staff Orientation

We thought it innovative to create orientation videos for our staff. Besides the time investment of coordinating schedules for the recordings and editing them to make a “clean” version, the information in some instances almost instantly became obsolete. That was before our Communications Manager Theresa Morrison introduced us to Melanie. Melanie is a virtual AI Avatar generated through Synthesia. Through Synthesia, we can upload scripts and feed them directly into the program. The AI technology allows her face and mouth to move in sync with the script we have written. The most impressive thing about Melaine is that she comes equipped with over 130 different languages. We can edit the pronunciation of words, add subtitles and even screen record processes using Melaine’s voice. In a matter of minutes, we created an onboarding video that shares the wonderful work we are doing here at LAS. The best part is that we can change what she says at any time, allowing us to keep up with our changing organization without a huge production.

Data Usage

In July 2023, we switched over to the LegalServer case management system. We were open-minded and curious about what all we could do, so Senior Deputy Director Zac Oswald and Director of Compliance and Legal Technology Vince Morris started tinkering.

They were immediately drawn to developing a way to better use our historic and current case information with enhanced AI tools while keeping this confidential client data within our own database — safe and secure. One result of this goal is a suite of case data forecasting tools using AI driven predictive analytics. As a legal aid law firm, we are the keepers of the best available information (data) on the civil legal issues that impact our client population. This ocean of data contains so much more potential benefit for our clients than just knowing what challenges they have already faced. We have the potential to accurately predict legal issues that will likely happen, and more importantly, how to avoid them, by using a data forecasting toolset.

Additionally, the AI driven predictive analytic system will be turned inward to benefit both staff who handle cases and administrative staff. It can become a prescriptive tool that analyzes past case and funding data to provide (1) specific recommendations, (2) optimal action steps and (3) alerts to variances from what would likely be a more successful path. Predictive analysis will allow us to forecast performance based on a large volume of similarly situated cases. In Legal Aid terms, that can mean looking at the legal problem type and the level of legal service provided. We can achieve positive outcomes not only in the specific steps we take on a case, but also in how we allocate case worker time and funding for their efforts.

This kind of data is funneled to our staff or other end users through dashboards, modules and alerts including warning displays on cases that have accrued time or been open in excess of a predetermined number of days. We can do timeline visualizations to determine appropriate funding allocations based on both historical and prospective data. We can also design case specific workflows better based on a better understanding of relationships between complex variables. Ultimately, the goal for implementing these AI-driven advanced analytics is to find wisdom in our past to inform our future and make better, data-driven decisions.

Administrative Functions

We are finding ways we can collaborate for the benefit of our client community. I know there will be questions about where legal professionals will fit into this brave new world but I’m not worried. Some things will likely become obsolete, but I suspect that even more opportunities will then arise so long as we as a profession are willing to change. |||

NOTES

1. Predictive analytics is the use of data mining techniques, statistical modeling, and machine learning to predict future trends and events. It uses historical data to forecast potential scenarios that can help drive strategic decisions. Two commonly used methods are regression and neural networks. Harvard Business School Online at online.hbs.edu/blog/post/predictive-analytics (October 2021).

2. Descriptive analytics summarizes raw data and performance metrics that provide an easy-to-understand overview of what is happening in a business. Diagnostic analytics compares coexisting variables and uncovers correlations. On the other hand, predictive and prescriptive analytics take extra steps and are more complex, taking descriptive and diagnostic data and transforming them into insights, predictions and actionable information. See Radford University at online.radford.edu/degrees/business/mba/general/prescriptive-versus-predictive-analytics/.

Empowering Advocacy
The Role of Technology in Legal Aid Organizations

Holly Fuller, Director of Operations & Staff Attorney
— Legal Aid of East Tennessee

In the ever-evolving landscape of legal representation, technology has emerged as a powerful ally for legal aid organizations dedicated to increasing access to justice for underserved communities. The integration of innovative tools and systems has the capacity to overcome barriers and give our clients even more ways to reach us.

Legal Aid of East Tennessee (LAET) was awarded a technology innovation grant (TIG) from Legal Services Corporation (LSC) in 2024 to leverage Microsoft Teams and SharePoint that we hope will significantly enhance access to justice by improving communication, collaboration and resource management among communities seeking legal assistance.

LSC’s Technology Initiative Grant (TIG) program awards special funding to existing LSC grantees to support creative and innovative uses of technology and enhance the grantee’s technical capacity. TIG funding improves legal services delivery to the low-income population and increases access to high-quality legal services, the judicial system and legal information.

We will use Microsoft Teams to create dedicated channels for different legal subjects (e.g., family law, tenant rights). This allows legal aid providers, volunteers and clients to communicate easily and share information in real time.

We will leverage the chat and video call features for quick consultations, meetings with clients or collaboration sessions among legal teams, making it easier to connect regardless of location.

Our plan is to use SharePoint to store, manage and share legal documents, templates and resources securely. This provides a centralized repository that authorized personnel can access from anywhere.

As we look toward the future, we are energized by the potential of technology to further enhance our ability to deliver legal aid to those who need it most. Our pride lies not only in the implementation of these technologies but in the increased access to justice they provide. By harnessing the power of innovation, we affirm our dedication to serving vulnerable populations and ensuring that no one has to navigate the legal system alone. Together, with the help of technology, we are shaping a more equitable future for all. |||

Machine Learning
The Potential of Co-Pilot

Brant Harrell, Legal Director
— Tennessee Justice Center

When I was young, my family bought my grandparents a brand-new VCR for Christmas. We had one and it was a revelation. With the right sequence of button mashing, I could capture my favorite Simpsons episode and watch it anytime I wanted. I was elated. Aside from a few awkward moments waiting for the cassette tray to load and internally calibrating how long to hold fast-forward and rewind, it was late 80s on-demand entertainment. And while the small town in Mississippi where they lived, though charming, was not exactly on the technological cutting edge, I thought my grandparents would instantly take to the device to capture scintillating programs — like the PBS News Hour or The Andy Griffith Show — for time immemorial. So my family and I were stunned when we visited them the next summer and saw the VCR we had given them was still completely encased in its cellophane wrapping, unused.

Looking back, I viewed AI in the workplace the same way my grandparents viewed the VCR: a confusing novelty that I would never adopt in my own life. For every story I heard about the scary rise and power of AI tools, I heard another one about its absurd hallucinations. (How many times have you heard about the attorney who filed a ChatGPT-generated brief without review?) I thought AI was still largely in beta form and it would take years to be of use in the social justice legal space. But then I and my colleagues at the Tennessee Justice Center (TJC) tried Microsoft’s AI product, Co-Pilot, and saw its potential.

We realized it’s a tool like any other and that if we (somewhat) understood how it works we could know its limitations. Co-Pilot, like most of the AI tools on the market, is not sentient (yet), but uses an algorithm to make predictions based on a large language model (LLM) or similar large data set. With Co-Pilot, the secret sauce of the LLM is adapted to your specific work product. You can ask it to generate documents and data using your own template documents. That’s a big distinction. Instead of making educated guesses about what the sum of human existence would say in the next word, it emphasizes what it thinks the next word would be based on stuff you or your colleague wrote. To be sure, it is not a panacea and does not always hit the mark, but it is amazing at generating a first draft as a starting point. Need to create a PowerPoint based on data in a spreadsheet or a transcript of a video call? Co-Pilot can do it instantly. Need to create multiple versions of a press release that assume different outcomes in a case? Co-Pilot can do that as well, and with some nuance. Had a video call about a document review protocol that you need to make into a memo? Done and done.

TJC has integrated AI into various aspects of our work. And like the transition from fax machine to e-mail or VCR to streaming, we’re not going back. In human resources, AI assists in generating job postings, work plans, offer letters and 30-60-90 day plans for staff members. Co-Pilot’s integration with SharePoint has also been beneficial for grants management, as it helps summarize past activities, track key performance indicators and create narratives from tracking spreadsheets, thus enhancing the efficiency of grant applications.

Co-Pilot has also been instrumental in email and meeting management. It helps draft emails by synthesizing ideas, even if they are not fully formed, and creates coherent messages that save time and effort. For meetings, Co-Pilot provides accurate transcripts, summarizes content, and generates action points, making it easier to track tasks and responsibilities.

Despite its many benefits, TJC has encountered some challenges with Co-Pilot including issues with inconsistent layouts in generated work plans, handling large documents and retrieving the most current information. Additionally, the cost of software licenses is many times the cost of a standard license. Nonetheless, the overall efficiency gains and productivity improvements make Co-Pilot a valuable tool for TJC’s mission to enhance access to justice through technology. Believe me, a robot helped me write this. |||

 

ATJ Commission
An Update from the Justice Bus

Anne-Louise Wirthlin, Director of Access to Justice & Strategic Collaboration
Kyle Stack, Pro Bono Attorney Coordinator
— Administrative Office of the Courts
Joy Radice, Chair
— Tennessee Supreme Court Access to Justice Commission

The Tennessee Supreme Court Access to Justice Commission has mobilized technology to better provide access to legal help and resources across the state. In particular, the Commission’s Tennessee Justice Bus Program brings multiple layers of tech to the most rural parts of Tennessee. The hardware and software in the Justice Bus allow attorneys to access critical online resources and tackle far-ranging legal issues. The bus also allows the commission to collect data to alert us to new areas of unmet legal needs. The commission can offer assistance through both traditional direct legal services and an innovative tele law model.

The Tennessee Justice Bus and Hardware

As the name suggests, the Tennessee Justice Bus is designed to hit the road and deliver legal access anywhere in Tennessee. An outfitted Mercedes Sprinter Van was transformed into the Justice Bus, becoming a mobile legal office equipped with laptops, tablets, printers, webcams, speakers, built-in Wi-Fi access and more. This mobility paired with tech hardware enables people in legal deserts a chance to access the web, do legal research and print their findings, all with the help of ATJ staff and volunteers, something they otherwise wouldn’t be able to do from their home.

Beyond the Hardware

Having access to computers, Wi-Fi and printers is a huge boon for many struggling with a legal issue. But what about finding real, actionable information that can assist them? The Justice Bus does more than bring the hardware. It also focuses on growing awareness and giving access to software that has been built out to assist Tennesseans. Many Tennesseans learn of TN.FreeLegalAnswers.org, Help4TN.org information and chatbots, JusticeforAllTN.org resources, and more when they visit the Justice Bus. Not only do they get to learn about these tech options, but they also have direct access to utilize them right then and there. A qualifying Tennessean can use a legal chatbot on the bus, find resources and print forms and guides while on the bus. Or they can sign up and ask their legal question to a volunteer attorney on Tennessee Free Legal Answers, an option they may not have known existed until the bus brought it to them.

Gathering and Analyzing the Data

The Tennessee Justice Bus brings a unique opportunity for data collection across of Tennessee. By looking at information we already collect during our interactions with the public, the ATJ Commission can get a better sense of how to help more. The commission can visualize and dive deeper into the data to spot trends such as common legal topics being asked at pro bono clinics, pro bono needs in an area, availability of volunteers by area and the frequency of events being held in areas. Knowing this information means the commission can target a specific resource for a common legal question being seen or hold more events in an area that demonstrates a greater need than others. As the presence of the Justice Bus grows across the state, so too does the data being collected.

Tele Law

The Tennessee Justice Bus can go places where there may be little to no pro bono support. Some rural counties only have a couple of attorneys, much less those who can provide pro bono services. But it can be difficult for volunteer attorneys to travel to a rural area for a pro bono clinic. The Justice Bus has introduced dedicated technology to help bring volunteer attorneys to the public without making attorneys leave their home or office. The bus has a separate back room with dedicated monitor, webcam and speaker for tele law services. A client in a rural community can meet with a volunteer attorney who is located across the state and still receive legal advice. And with the remote printer and Wi-Fi, a volunteer attorney can even print or provide documents to the client no matter where they are located. With tele law, the Justice Bus can make it so much easier for volunteer attorneys to provide pro bono services to their fellow Tennesseans. |||

The Justice Bus provides the ATJ Commission with a mobile means of meeting the legal needs of Tennesseans throughout the state.

ODR & Justice
Streamlining the Resolution Process

Dana Schmidt, Manager of Mediation Programs
— Administrative Office of the Courts
Steve Shields
— Alternative Dispute Resolution Institute

The COVID-19 pandemic pushed to the forefront online dispute resolution (ODR), a growing field utilizing technology to facilitate resolution between parties. The online process has numerous benefits similar to “in person” dispute resolution, including, of course, reducing the load on our court systems. However, ODR also offers advantages that in-person resolution does not. It’s often faster, more convenient, and more affordable, allowing parties to convene without having to travel.

It is for these very reasons that the Tennessee Supreme Court developed an asynchronous ODR platform with 24-hour accessibility. In 2019, the court formed a steering committee to research and develop an online platform pilot to address medical debt collection. At that time, Tennessee had one of the highest rates of medical debt per capita in the United States. The litigation generated by debt collection was filed in general sessions courts. The judges found their dockets overloaded with medical debt cases. The steering committee worked with a nationwide vendor to develop a specific, one-of-a-kind platform designed to allow the hospital and guarantors to address debt, pre-suit, via an online chat system.

The Hamilton County General Sessions Court launched a pilot ODR program with Erlanger Hospital in Chattanooga. Phase 1 was initial case testing. This began mid-2020 and ended 2022. During this period the goal was to run cases through the system and address technical issues. Phase 2 was known as the “live” portal phase. From August 2022 to December 2023, Erlanger uploaded debt cases to the platform. During this period, 736 guarantors were invited to resolve outstanding medical bills. 107 guarantors registered on the platform. 140 matters were resolved. The total amount of debt resolved was $408,663.52.¹ “This is a program that is designed to give [the patient] and the health care provider an opportunity to discuss, negotiate and possibly agree on some deal to resolve a medical bill,” former General Sessions Judge Alex McVeagh said. “And best of all it’s completely free, voluntary and confidential.”²

Overall, in 2023, Erlanger invited patients with an aggregate $1.3 million dollars of debt to participate in the ODR pilot. Although most patients chose not to participate, Erlanger was still able to resolve 17% of that original debt and additional aged debt that represents approximately 13% of that initial invite amount that was not otherwise being collected. In comparison to external collection agencies during this same period, the ODR platform significantly out-performed those agencies, resolving aged debt equivalent to 30% of the initial amount of debt owed for all patients invited to participate in the platform. Due to the success of Phases 1 and 2, the steering committee recommended to the AOC to move to Phase 3. Currently, Phase 3 is focused on inviting hospitals from Tennessee’s middle and west regions and incorporating them into the platform. |||

NOTES

1. Tennessee Administrative Office of the Courts, ADR Plan, www.tncourts.gov/ ADRPlan (last visited April 28, 2025).

2. Tennessee Administrative Office of the Courts, New Online Dispute Resolution Platform Offers Hope to Those With Medical Debt www.tncourts.gov/news/2021/05/18/new-online-dispute-resolution-platform-offers-hope-those-medical-debt (last visited April 28, 2025).

Use of Technology in Community Mediation
Removing Barriers to Justice

Shannon Wagner, Executive Director
— Nashville Conflict Resolution Center

Nashville Conflict Resolution Center (NCRC) works to provide access to justice for all Tennesseans through a restorative approach in mediation. NCRC’s mission is to help people resolve personal and legal crises quickly, safely and effectively outside of a courtroom with community mediation at little to no cost to participants. Since 2020, we have developed a technology-forward program delivery model, shaped in large part using technology both as a tool and a lever. NCRC has found over the last five years that emphasizes how virtual mediation is safe, efficient and just as effective as in-person mediation for our constituents.

Beginning in 2020, NCRC pivoted our programs in response to the COVID-19 pandemic, and started to utilize Zoom and DocuSign to deliver mediation remotely. In fiscal year 2024, NCRC provided 58% of our mediations virtually. The key is to be responsive to the community and people we serve. This is the heart of access to justice work and the true purpose behind making mediation available to almost everyone. Virtual mediation through the use of technology makes mediation convenient and affordable for the people we serve.  Further, virtual mediation has removed traditional barriers to access to justice such as safety (domestic violence, stalking, harassment, etc.), reliable transportation, childcare access and unnecessary time away from employment.

In our parenting mediation program, more than 95% of the mediations are delivered via Zoom. Participants often do not have access to reliable transportation. If they do have transportation the high cost of gas and Middle Tennessee traffic provide an additional barrier. Online mediation saves both time and money. For many of the parents we serve, childcare options are limited, and finding childcare is an increasingly difficult task. A sick child may prevent use of traditional daycare or school, which can prevent the parent from attending in-person mediation.  Parents who are separated can attend mediation from another county or state. Alleged victims and potential perpetrators of domestic violence can mediate safely from the comfort of their homes while still abiding by safety plans and orders of protection. The ubiquitous presence of smartphones means that participants may mediate anytime from anywhere: while on a break from their hourly jobs without losing critical work hours, from home, from jail (with extra planning).  Technology also allows our mediations to include attorneys at court, guardians ad litem and interpreters from anywhere. NCRC can provide online mediation within both urban and rural settings, allowing us to reach people who would otherwise remain unserved.

Additionally, even with the shortage of Tennessee court certified interpreters for languages other than Spanish, we were able to find and use a certified Russian interpreter from another region simply because the mediation was remote.

For NCRC, technology has provided an avenue for us to successfully provide 575 mediations across nearly 20 counties last year alone. |||

Conclusion

As we explore the impact of cutting-edge AI and predictive tools on the legal sector, it’s essential to recognize that these advanced technologies are often supported by more traditional legal tech solutions, including hardware and platforms that form the foundation of day-to-day operations. While AI’s ability to predict case outcomes, analyze vast data sets and automate legal processes is transforming certain aspects of legal work, these advancements are frequently built on and integrated with established technology systems. These traditional tools, from case management software to document automation platforms, still play a crucial role in supporting legal aid and pro bono efforts.

By combining the power of AI with these foundational technologies, legal professionals and organizations are able to create more efficient, scalable solutions to improve access to justice and streamline services for those in need. This integration of existing, more “traditional” and new technologies represents a balanced approach, where innovation works in tandem with established practices to drive meaningful change in the legal landscape. |||

The Emeritus Rule

The Tennessee Supreme Court in 2011 established a program allowing retired attorneys to provide pro bono legal services as yet another step in the court’s effort to improve access to justice in the state. With the adoption of Supreme Court Rule 50A, retired attorneys have the ability to work with legal assistance organizations that offer free services to Tennesseans who are unable to afford legal counsel. The pro bono emeritus rule gives retired attorneys the authority to perform all legal work, without pay, on behalf of a client. Pro bono emeritus attorneys may represent the client in court with the approval of the judge hearing the case. |||

Check out this online exclusive on the Emeritus Rule, one attorney’s experience in practicing under it and how retired attorneys start the application process. Visit www.tba.org/atj_emeritus_rule.