As AI reaches a tipping point in the industry, the firms that prioritize human-centric legal services are finding that a personal touch is their greatest competitive advantage.
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For centuries, the business of law changed little. But over the last 30 years, technology has revolutionized the legal sector. Case management is simpler, legal work is more efficient, and clients can compare lawyers online instantly.
Now, AI in client service has reached a tipping point. While law firms embrace automation to improve efficiency, clients still want the reassurance of real human interaction. Trust, confidentiality, and reassurance are core to legal services, but over-reliance on AI risks eroding these values.
In partnership with OnePoll, LEX Reception surveyed 2,000 US consumers about AI in legal services. The results are clear: while AI improves backend efficiency, using it for client-facing tasks could harm your reputation.
Here is the case for keeping people in the picture.
Human-Centric Legal Services: The Invaluable Role of Human Connection
The results are clear: clients prefer people-first service. While firms focus on cost savings, we must remember that legal matters are emotional, high-stakes, and complex. Clients want guidance from the first interaction.
84% of people prefer speaking to a real person when contacting a law firm. This preference isn’t just about comfort; it’s about eliminating friction. Seeking legal advice is intimidating, and encountering an AI agent instead of a human adds a barrier. In fact, 87% of people have asked to bypass a chatbot to reach a human during service interactions.
Using AI to capture leads can be a false economy. 76% of consumers would choose a firm with a human receptionist over an AI service.
Many factors influence a client’s choice – your brand, reputation, and reviews. Don’t let a simple service decision cost you a client. First impressions matter, and clients favor firms that put people at the center of their service.
The Trust Deficit: Competence and Resolution
Heavy reliance on AI can hurt your firm’s reputation. Nearly half (47%) of respondents said it would reduce their trust in a law firm, while human interaction builds loyalty. 63% are more loyal to firms with human service, and 56% are likely to leave a positive review after a human interaction, compared to only 10% after dealing with a chatbot.
There’s a clear gap between client expectations and what AI provides. When clients contact your firm, they are often in distress and need empathy – something AI can’t offer. A chatbot can’t “read the room” or provide genuine reassurance.
In a referral-based industry, maintaining the human touch isn’t just “nice to have” – it’s essential for business growth.
Navigating Societal Anxiety
Law firms don’t operate in isolation. Client attitudes toward legal AI are influenced by broader concerns about its societal impact.
Job Displacement and Skills
Many worry about the economic effects of automation – 76% fear AI will replace jobs within the next 5-10 years. When law firms heavily automate, they risk feeding into these fears.
There’s also concern about “AI-induced skill decay.” 45% believe AI harms human problem-solving, critical thinking, and creativity. Clients rely on lawyers for judgment and critical thinking. If your firm appears too dependent on algorithms, clients may question your value and independence.
Misinformation and Privacy
In an era of deepfakes and AI “hallucinations,” 77% worry about AI spreading misinformation. Law firms, as trusted sources of truth, must ensure rigorous human oversight to maintain credibility.
Additionally, 62% of people feel uneasy about AI accessing their data. In professional services, where discretion is key, ignoring privacy concerns can deter clients. Transparency about data handling is no longer optional – it’s essential.
The Demand for Regulation and Transparency
AI systems can be optimized to exploit trust, and people do not like to be deceived. Our research shows that consumers demand transparency. They want to know when they are dealing with a machine.
- 83% say AI should always be clearly labeled.
- 76% want humans to remain involved when AI decisions affect lives.
Legal outcomes carry lasting personal and economic consequences. Clients expect that legal professionals – not black-box algorithms – will exercise judgment and accountability in their cases.
Conclusion: The People-First Advantage
One of the biggest advantages lawyers have over AI is a sense of what matters and what is right. This comes from human experience, which AI can never fully replicate.
Our research shows that clients want people at the center of their legal experience. While technology can improve back-end efficiency in areas like case management, document drafting, and research, over-relying on it for client-facing tasks can create friction and reduce confidence.
The path forward is clear. Firms that use AI as a support tool, not a replacement, will gain a competitive edge. In an era of rapid change, balancing innovation with human connection will define the future of legal services.
Ultimately, building a firm based on human-centric legal services ensures you never lose a client to a machine.
Want to dive deeper into the data?
Download the full report “The People Advantage: Client Attitudes to AI in Legal Services”
About LEX Reception
LEX Reception helps attorneys focus on what matters most by handling calls 24/7 with real receptionists, never bots or AI. Providing services in both English and Spanish, our team qualifies leads quickly, schedules consultations, and integrates seamlessly with top case-management platforms, making firms more efficient.
With LEX, you can increase your billable hours, confident that every call is being handled with professionalism and care. Beyond supporting attorneys, we’re also committed to making a positive impact on the environment. For every customer and every employee, we plant one tree each month as part of our mission to contribute to global reforestation and ecosystem restoration.
Learn more about LEX Reception. Click here for plans and pricing.
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