AI: Clients worried about lawyers pushing the button
A national survey exploring what clients want from a law firm in 2026 has revealed a distinct split between the acceptance of digital services compared to AI.
The survey of 642 clients by the Law Firm Marketing Club showed the majority expected to see firms using digital tools in every area – from promoting the firm and communicating with clients to delivering legal services.
But clients were genuinely concerned about a widespread transition to AI.
Most clients were comfortable with lawyers using AI to assist their work, in areas such as legal research, but less so with AI being used for case management and administration.
The Law Firm Marketing Club said the findings showed the “real risk” to firms that automatically adopted AI without considering the impact on clients.
While 45% of clients were comfortable with AI being used to support the delivery of legal services, 32% said they were uncomfortable, with 22% not sure.
The report said: “That uncertainty is telling. It suggests many clients are not rejecting AI outright, but they do want more clarity and reassurance about how it is being used.”
A third of clients were uncomfortable with AI being used to draft documents, expressing concern about accuracy, standardised working and the risk of errors.
“Discomfort here may have been influenced by AI’s tendency to hallucinate data, presenting risk in an area where it cannot afford to be taken,” researchers said.
A similar proportion were uncomfortable with the use of AI for communication and automated updates. Their concerns centred on “impersonal communication and the risk of important nuances being missed.”
Some 36% were uncomfortable with firms using AI for case management and administration: “This points to concerns about deadlines, filing and data handling when processes are automated without clear human oversight.”
This created a dilemma for firms, the research said, as internally AI was seen to be performing well. The report said: “This points to a potential disconnect between law firms’ understanding of AI’s capabilities and how those capabilities are perceived by clients.”
When choosing a law firm, clients – especially those under the age of 45 – put increasing weight on a firm’s website and online reviews, rather than personal recommendations, while more wanted to connect with a law firm via live chat online.
The survey found that 61% of all respondents expected to see live chat on a law firm’s website, rising to 70% for clients under 45.
The survey concluded: “For a growing share of the market, this kind of immediate digital access is becoming part of what good service looks like.”
“Clients increasingly expect a hybrid experience. They still value personal contact and human reassurance, but they also want digital convenience alongside it.”
Laura Lack, community manager of the Law Firm Marketing Club, said: “The real risk for law firms lies in assuming that AI adoption is automatically acceptable, without tailoring how it is used and how they explain it to individual clients.”
“Clients are open-minded, but they are watching closely. They want reassurance that AI is being used to support quality, not to replace judgement, and that a named lawyer remains responsible for their matter.”
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