Driving Innovation in ADR: How the AAA® is Revolutionizing Dispute Resolution with AI
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By Caitlin Saint-Jean
In a rapidly evolving legal landscape, the American Arbitration Association® (AAA) is at the forefront of innovation, using artificial intelligence (AI) to enhance efficiency and accuracy in dispute resolution. In this interview, the AAA team behind the development and beta launch of the AAAi Panelist Search, a groundbreaking generative AI-powered tool for panelist selection, discuss the new tool. Cindy Rumney, Linda Beyea, Ashley Aguiar and Sharon Durkin share their perspectives on their roles, the transformative impact of AI, and the future of alternative dispute resolution (ADR). Their leadership and vision have allowed for faster, more precise matching of mediators and arbitrators to disputes, driving meaningful results for parties.
Q: Can you describe your current role and an overview of your key responsibilities at the AAA?
Cindy Rumney (VP, Panel Resources and Development): I've been with the AAA for 28 years, and I currently serve as vice president of panel resources and development. During my tenure, I’ve had the privilege of contributing to key initiatives, leveraging my panel expertise and fostering ideas through the innovation pipeline.
Linda Beyea (Vice President of Innovation): As vice president of innovation, I oversee our daily innovation program and practice, ensuring our efforts thrive. I work with two talented innovation directors, and we recently welcomed an AI enablement business partner who’s already making an impact. Additionally, we have trained nearly 50 innovation coaches across the organization leading nine innovation teams in our major offices, driving AAA’s innovation practice and sustaining our "innovation always" culture.
Ashley Aguiar (Manager of ADR Services): As manager of ADR services in our construction division, I lead a team of two case administrators. Together, we handle a variety of cases with both Commercial and Construction Rules sets, ensuring smooth operations. My daily tasks range from reviewing awards before they reach the parties to addressing case-related inquiries from my team, in addition to administering my own caseload. I am also an innovation coach for our company; in that role, I am involved in testing many prototypes like the AAAi Panelist Search.
Sharon Durkin (Manager of ADR Services): I’m a commercial manager of ADR services, leading a team of three as we manage a diverse array of commercial caseloads. With my background in insurance, I specialize in administering insurance and healthcare disputes. I’ve also been part of the AAA innovation team since its inception and serve as a coach on my center’s innovation team. It’s an exciting role that involves diving into interviews, briefings and testing across various projects. Being hands-on with new ideas and helping bring them to life is a rewarding challenge, and I love being part of this vibrant, creative space where we constantly ask "what if" and push boundaries.
Q: AAAi Panelist Search aims to make panelist selection better. What led to the development of the tool?
Cindy Rumney: We initially explored how generative AI could enhance our internal resume search process. We started with a broad, global approach, but it quickly became clear that it wasn’t delivering the targeted results we needed. That’s when Yogesh Chaudhari (VP, Software Development & Operations, IS) and his team stepped in. Their expertise was pivotal in refining the solution to meet our needs. My goal has always been to elevate our panel by ensuring the right arbitrators are matched to the right cases, and this AI-driven search tool now empowers our case administrators to make those connections more effectively.
Linda Beyea: Innovation is key at AAA, and we encourage ideas from everyone through our Brightidea platform. One suggestion was to use AI to help select arbitrators and mediators. We formed a "Go Team" to explore the concept, despite generative AI’s being new territory for us. After building a proof of concept (POC), 10 case managers tested it, and the AI consistently found qualified arbitrators. The testers’ feedback led to enhancements, such as geography and case type filters. With positive results from 40 case managers, leadership approved rolling the tool out. The tool has improved speed, reduced bias, and uncovered new talent.
Bridget McCormack (President and CEO): The development of the AAAi Panelist Search was an easy extension of our commitment to continually enhance the experience for our users. A streamlined, targeted process for connecting parties with the right panelist for their dispute saves time and cost. The technology also provides greater transparency and convenience so users are connected with the right panelists for their disputes quickly and confidently.
Q: How has the introduction of AAAi Panelist Search impacted day-to-day responsibilities of the case management team
Cindy Rumney: Previously, pulling together an arbitrator or mediator list was quite labor-intensive. Case administrators would rely on key factors and coding assigned to panelists, along with resume content and keyword searches, to create an initial grouping of potential arbitrators. After that, they had to manually read through each resume to ensure it truly matched what the parties were looking for. Now, with AI capabilities, the system handles about half of that work. It delivers more precise matches, allowing case administrators to then apply their expertise by reviewing the resumes to verify the final selection.
Linda Beyea: AAAi Panelist Search is revolutionizing how our case managers prepare arbitrator lists. It is saving them significant time. Traditionally, exact keyword searches meant missing out on qualified arbitrators unless managers manually searched every variation. With AI-powered semantic search, AAAi Panelist Search understands related terms automatically, delivering fast and comprehensive results. It's not just about speeding up the process, though it definitely does that, it's about making sure the lists are more inclusive and filled with highly qualified candidates.
Ashley Aguiar: Our new AAAi Panelist Search has been a game changer! It has reduced the time needed for this task to just 10 to 15 minutes from 30 to 45 minutes. Not only does it save time, but it also allows us to input specific criteria that the parties are looking for. The AI-powered platform then analyzes resumes and gives us insights on how well candidates meet those needs in mere seconds. This means less time pouring through resumes and more time focusing on what truly matters—ensuring we find the right arbitrators for each case!
Sharon Durkin: I’ve found our new AAAi Panelist Search very enjoyable. Using it is a breeze—it is far more intuitive than our traditional internal search or the external search platform that we make available to parties. I’ve compared all three numerous times, and, without fail, AAAi Panelist Search consistently delivers better results. Whenever I get the opportunity to use it, I come away feeling like I’ve struck gold! It truly enhances my experience and makes finding what I need so much easier.
Bridget McCormack: AAAi Panelist Search has had a significant positive impact on the workload for case managers and administrators. Streamlining the process frees up valuable time for our staff, allowing all of us to focus on the tasks that provide the most value to users, including strategic initiatives and innovation. The tool means our users and our staff make more informed decisions quickly, improving efficiency across the board.
Q: Can you describe how AAAi Panelist Search works?
Linda Beyea: AI search differs from traditional keyword search by using semantic search, which identifies related terms rather than exact matches. Our search tool combines AI-enabled and traditional search methods, specifically targeting the experience and ADR experience sections of panelist resumes.
Engineers implemented a semantic chunking algorithm to structure these sections logically and used OpenAI text embedding to convert them into numerical representations stored in an Oracle vector database. Both the resume sections and user queries are vectorized, enabling the algorithm to find the closest matches across over 3,000 dimensions.
While AI focuses on relevant experience based on user queries, case managers can apply additional criteria like state, eligibility, bar admission, and compensation range through traditional search methods. The AI results indicate diversity, displayed in the results grid. Case managers retain control over final selections, aiming for at least 30% diverse panelists, a practice unchanged with AI.
Q: Can you share an example of how AAAi Panelist Search has improved the selection process for particular cases?
Linda Beyea: Say you're working on a construction dispute over a football stadium. If one or both parties want an arbitrator with experience in football stadium construction, you could manually search for "football stadium" and find a handful of resumes. With AAAi Panelist Search, you get a whole new level of search power. The AI doesn’t just stop at "stadium," it will also bring up related terms like "sports arenas" and "sports facilities," finding more qualified arbitrators faster than ever. Here’s the best part: while the AI delivers faster, more comprehensive results, case managers still have full control. The tool highlights key resume experience sections that match the search criteria, making it easy for managers to review and decide who the best fit is. They can quickly see why the AI suggested each arbitrator, but they always retain the ability to exercise their judgment in their final selections. One important aspect to list creation that remains in the case manager’s control is ensuring the list meets our diversity goal of at least 30% of the names being diverse where party qualifications are met. The search results indicate several aspects of the panelists, such as geographic location, compensation rates and if they are diverse. It’s the perfect balance—AI is making the process better and faster, while humans stay in charge!
Ashley Aguiar: The new AAAi Panelist Search has streamlined the process of finding the right arbitrator. Simply enter the qualifications—like ADR or industry experience—and the platform scans the relevant resume experience sections. If needed, use the keyword search to explore other sections of the resume for expertise in areas like civil construction or highway projects. You can filter by state or use the "willing to serve" option for arbitrators outside the area. For large, complex cases, I select our Large Complex Case Panel and apply filters like "civil" and "commercial construction." The platform provides a snapshot of each arbitrator’s qualifications, making it easy to find the perfect fit without digging through resumes.
Bridget McCormack: Finding the right panelist used to mean significant back-and-forth between the parties and our team. With AAAi Panelist Search, the case managers are able to quickly filter based on the exact criteria the parties care about, reviewing arbitrators' profiles and qualifications in real-time. This not only expedited the selection process but also gives the parties confidence that they will be choosing the best possible expert for their case.
Q: How have the case managers responded to this new tool?
Linda Beyea: The case managers are loving it! Many have shared how the tool is surfacing arbitrators they might not have discovered otherwise. It's not just faster, it's smarter—helping to reduce bias and expand access to top-tier talent. The feedback? "It's finding arbitrators I wouldn’t have found on my own—and it’s quicker too!"
Ashley Aguiar: Our case managers rely on this tool for every case, and even though it’s still in the beta phase, it’s so much easier and faster than the old process. Everyone’s thrilled to use it, and it’s already making case management smoother and more efficient for both our team and the parties involved.
Bridget McCormack: The case managers love AAAi Panelist Search. It saves them time and effort and gives them confidence in finding panelists for cases. They can easily guide users through the process with the help of the search tool, allowing them to focus on other important aspects of case management.
Q: How do you think the introduction of AI, particularly AAAi Panelist Search, enhances the overall ADR process for both mediators/arbitrators and disputing parties?
Cindy Rumney: AAAi Panelist Search is designed to enhance the experience by helping case managers find better matches more efficiently. AI streamlines part of the process, allowing case administrators to focus on making more informed decisions in less time than before.
Linda Beyea: The real benefit we’re seeing is that the AI tool is consistently helping us find highly qualified arbitrators, ensuring we maintain excellent quality in our selections. One of the great pieces of feedback we received from case managers—without even asking—was how the tool is helping reduce bias when creating arbitrator lists. It’s easy to fall back on familiar names, like “I love working with Arbitrator Joe, so I’ll just add him to this list.” But the AI doesn’t know Joe! It only focuses on expertise, ensuring the arbitrators selected truly match the specific needs of the case. Case managers also mentioned that the tool is finding arbitrators they may not have discovered on their own, broadening their options and helping them deliver even better results. On top of that, it’s making the process much faster, allowing them to work more efficiently.
Ashley Aguiar: Speed and accuracy. What used to take 45 minutes—creating a list of 15 arbitrators—now happens in seconds. AI enables us to capture the right arbitrators, even those previously overlooked due to coding issues in our system, resulting in higher-quality lists tailored to the parties' requests. Parties will see a big improvement as we better meet their qualification preferences. No more wondering why certain arbitrators weren’t included—AI allows for a more accurate and consistent search. Even though the tool speeds things up, our case managers still review and refine lists to make sure they hit the mark every time.
Sharon Durkin: It’s made the whole process so much easier, and we have been able to curate better selections and more tailored lists. This means it's also a big win for the parties involved—they'll get even better arbitrator choices. The tool has helped us discover arbitrators that might have been overlooked before, making the entire process smoother and more effective for everyone.
Bridget McCormack: The AAAi Panelist Search is the next step in our effort to streamline and improve the ADR processes we administer. It makes finding the right neutral a far more efficient process, and gives parties confidence in their selections. And the transparency builds trust and confidence in the process.
Q: How do you envision the future of ADR evolving with the incorporation of advanced AI technologies like AAAi Panelist Search?
Cindy Rumney: I believe this AI tool will enable the AAA to better leverage the expertise of our staff by freeing them up to focus on more nuanced tasks. Arbitrator selection has always been a labor-intensive process, but now case administrators can reach the final result more quickly. This will give them more time to apply their expertise in other areas of the ADR process. Arbitrator selection remains one of the most crucial aspects of administration—if we don’t supply the right candidate pool of arbitrators to the parties, it can detrimentally impact the process. These tools are designed to help case administrators speed up that step, which in turn helps the parties move toward resolution faster. AI isn’t replacing their expertise; it’s enhancing their ability to manage all aspects of the ADR process more efficiently.
Linda Beyea: For years, case managers have provided parties on their cases a link to our Arbitrator Search Tool to enable the parties to find arbitrators on their own. It required multiple searches, and comparing options which could be time-consuming. Now, thanks to the integration of our new AI semantic search, rebranded AAAi Panelist Search, we’re making the process faster, smarter and more efficient. One of the most exciting new features is the ability to compare up to three arbitrators side-by-side. Imagine being able to see their resumes all in one view, giving users the ability to vet candidates directly within the tool itself. Right now, parties have to go through resumes one by one, and if they want to compare, they need to download or print them to sort things out offline. That’s where this new feature steps in—it streamlines the process by letting users easily compare arbitrators right in the tool. We’re also adding a "favorites" feature, allowing users to mark arbitrators they’re particularly interested in. This makes it even easier to narrow down the best options for their case. Overall, these enhancements are going to simplify decision-making and make the entire process smoother and more efficient.
Ashley Aguiar: I truly believe this is a positive step forward for the AAA, positioning us ahead of the curve in meeting the future's demands of dispute resolution. As part of our innovation team, we often say, "If we don’t build it, someone else will!" With the wealth of data we've gathered over the years, I see data harvesting with AI as the next big leap for the AAA. By leveraging AI, parties will soon have insights that can help them gauge their chances of success, making the decision to settle more informed and strategic. It’s exciting to think about how this technology will not only enhance efficiency but also empower the parties we serve!
Bridget McCormack: I envision the future of ADR evolving into a more streamlined, efficient and accessible process thanks to advanced AI technologies like AAAi Panelist Search. These tools will not only facilitate quicker and more accurate matches between parties and panelists but also harness data analytics to provide insights that can inform best practices and improve outcomes. As AI continues to advance, we can expect enhanced decision support systems that guide both arbitrators and parties through complex legal landscapes, making the process more user-friendly. Additionally, integrating AI into case management will allow for predictive analytics, helping to foresee potential challenges and optimize strategies in real time. Ultimately, this evolution will empower parties to resolve disputes more effectively while maintaining the integrity and quality that the AAA is known for.
Q: What trends are you seeing in the broader dispute resolution industry when it comes to the adoption of AI and other advanced technologies?
Ashley Aguiar: In the legal world, change tends to happen slowly. But COVID-19 accelerated us forward by decades in terms of relying on technology like AI, the internet and virtual platforms. While some firms may still hesitate to embrace these advancements, they risk becoming irrelevant if they don’t adapt. The truth is, AI has drastically increased what law firms can accomplish, and those that aren’t evolving are getting left behind. There’s simply no room for resistance to change anymore—staying competitive means embracing these innovations, and those who do will lead the way into the future!
Sharon Durkin: We’re moving rapidly toward more AI integration, and I couldn’t be more excited about what’s on the horizon! The new AI tools coming out are going to be fantastic—not just for us as a company, but also for the parties filing with us. Processes will become easier for everyone involved. If everything continues to perform as well as the AI search tool has, case managers and administrators will find themselves with more time to focus on important projects.
Bridget McCormack: The dispute resolution industry is rapidly adopting AI and advanced technologies. At the AAA, we see AI being used to streamline case management, in predictive analytics to assist in outcome forecasting to AI-driven tools for document review. Virtual hearings and digital platforms are becoming standard, improving accessibility and efficiency. These technologies enhance transparency and decision-making while upholding fairness, and the AAA is committed to integrating these innovations to deliver faster, more cost-effective dispute resolution services.
Q: How do you think the AAA’s use of AI compares to other organizations in the ADR space? Is the AAA leading the way in terms of AI integration?
Cindy Rumney: It feels like other ADR organizations are playing catch-up with the AAA. Under Bridget’s leadership, we’ve found the perfect balance between being thoughtful and moving quickly. Now, instead of taking a long time to get ideas off the ground, we’re now moving forward in very rapidly—a pace I’ve never seen here before. We’re not afraid to try new things, knowing we can adjust if needed. The fear of failure has shifted to a willingness to experiment, especially with technology. Without her leadership, we wouldn’t be where we are today.
Ashley Aguiar: With Bridget at the helm, we’re embracing the future at the AAA. Instead of holding on to the familiar, we’re stepping boldly into new territory, making AAA more relevant and redefining who we are in the public’s eye (and no, we’re not the automotive insurance company!). Our leap into AI is a big risk with even bigger rewards. AI isn’t just a trend—it’s here to stay and evolving fast. Soon, it will not just be a language-based platform providing answers; it will handle complex tasks like automating repetitive tasks, problem solving and prototyping. It will be more like a personal assistant. Just as the internet revolutionized everything, AI is set to do the same. By embracing AI now, AAA is staying ahead of the curve and leading with innovation!
Sharon Durkin: I believe we’re making rapid progress, and it’s truly exciting to see! One of the best parts about the testing process has been how responsive the team has been to our feedback. Each time we tested a prototype, we provided our insights, and it’s been fantastic to see those suggestions reflected in the next iteration. It really shows that the team is committed to continuous improvement and values our input. This collaborative approach not only enhances the tools but also makes the whole process more enjoyable for everyone involved.
Bridget McCormack: It was my vision to have AAA lead the way in AI integration within the ADR space. We’ve made significant investments in AI-driven tools and platforms to enhance our dispute resolution processes, making them more efficient, accessible and transparent. While other organizations in ADR are also exploring AI, the AAA has been proactive in adopting and implementing these technologies on a broad scale. We’ve prioritized AI in areas such as case management, virtual hearings and predictive analytics, ensuring that these innovations align with our commitment to fairness and neutrality. Our focus on balancing advanced technology with the human element of dispute resolution sets us apart, and we are confident that our efforts are positioning the AAA as a leader in the adoption of AI within the industry.