Enhancing Access to Legal Information through the Ask Nyaaya Chatbot

10x Impact Labs partnered with Nyaaya to design and optimize the Ask Nyaaya chatbot, a digital legal information service that provides citizens with quick, reliable, and easy-to-understand legal guidance. Over a 3–4 month engagement, we worked with Nyaaya’s program team, legal experts, and developers to transform a manual query-resolution process that often took up to a week into an automated system capable of responding within minutes. Through user research, persona development, chatbot design, and iterative testing, the team created structured workflows for legal queries, government schemes, and rights-based information. Key features included automated query categorization, spam filtering, standardized legal responses, and escalation pathways for sensitive cases requiring human support. The project established a scalable foundation for expanding access to legal information across regions, languages, and user groups while significantly improving response efficiency and user experience.