How law firms are using AI to enhance client services

An interview with Aimee Seaton, Customer Success Team Manager at Access Legal.

Traditionally viewed as resistant to rapid change, the legal profession is undergoing a revolutionary transformation thanks to AI. For law firms, understanding and leveraging AI can open up new avenues for growth and efficiency in enhancing client services.

To delve into this exciting shift, we interviewed Aimee Seaton, Access Legal’s CSM Team Manager, to discuss the real-world impact of AI on legal client services. In this interview, Aimee shares her insights on how AI tools are reshaping client communications, automating routine tasks, and enabling lawyers to focus on delivering exceptional service.

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5 minutes

Written by Amiee Seaton, Customer Success Team Manager.

Can you describe how AI is currently being used to streamline client communication and service delivery?

“There’s a growing expectation for 'always-on' service, and many firms now use AI-powered chatbots to meet this demand. These chatbots provide instant responses to common inquiries and are available 24/7, making it easier for clients to get the information they need when they need it."

Aimee explains that transparency is also a huge benefit of AI:

“AI allows clients to track their cases in real-time, giving them reassurance that their case is progressing as expected. By surfacing support and FAQs at critical milestones, firms are able to provide clients with relevant information throughout the journey. The result? Clients feel more informed and heard, reducing pressure on fee-earning staff who are fielding these routine inquiries, giving them more time to focus on billable tasks.”

How do you feel AI is changing the way law firms interact with clients, and what do you think has been the most significant improvement?

“One of the biggest changes AI brings is the automation of repetitive tasks, freeing up fee earners to focus on their core skills—like building client relationships and driving new business. AI is a tool to complement, not replace, a lawyer’s expertise."

Aimee emphasises that AI-driven efficiency can lead to cost savings, allowing firms to offer more affordable services or move toward value-based models.

“By shifting routine tasks to AI, firms can ensure that clients receive personalised, high-quality service and the best outcomes without additional costs.”

From your perspective, what is the future of AI in the legal sector, particularly in enhancing client services?

“AI is unlocking data insights that we’ve never had before, helping firms make more strategic, data-driven decisions to optimise service delivery. Some examples include:

Early intervention - firms can receive notification of potential dissatisfaction through sentiment analysis and proactively address potential client dissatisfaction, allowing quicker, targeted interventions.
Scale communications - AI enables tailored, large-scale communication, providing clients with more relevant and personalised updates, ultimately enhancing client satisfaction and fostering stronger, return business”

How do you see AI evolving in this space, and what potential developments are you most excited about?

“Predictive analysis is incredibly exciting because it allows firms to forecast outcomes and assess risks upfront, giving clients deeper insights before they commit to a case. Ultimately, predictive analysis helps clients feel more confident in their decisions, as they have a clearer picture of potential outcomes before taking action.”

Aimee also sees a lot of potential in Natural Language Processing (NLP):

“NLP enhances the interpretation of legal documents and makes complex legal language more accessible. It can also analyse tone in client communications, allowing firms to respond more effectively, ensuring clients feel understood. The overall result is improved communication, transparency, and client satisfaction, as clients feel understood and can engage with legal information more easily.”

Have you noticed any trends or patterns in client feedback since firms started implementing AI?

“Clients are generally excited about AI’s potential to streamline processes, although there’s still caution around privacy and accuracy. Getting team buy-in is essential—AI is most effective when it complements professionals’ expertise, allowing them to focus on high-value work."

While some scepticism remains, Aimee suggests that firms can build trust by gradually rolling out AI solutions and being transparent with results.

“Balancing innovation with reliability will help firms make the most of AI’s potential while meeting client expectations.”

Challenges and Considerations

While AI offers numerous benefits, there are challenges to consider. Ensuring data privacy, managing ethical concerns, and addressing potential biases in AI systems are critical for maintaining client trust and compliance with legal standards. Law firms must implement robust policies and procedures to mitigate these risks and ensure responsible AI use.

The future of AI in legal services

The integration of AI in law is still in its infancy, but its potential is vast. By embracing AI tools, law firms can offer a blend of efficiency, transparency, and a more personalised approach. As AI technology continues to evolve, those who adopt it early are well-positioned to enhance client relationships and lead in this rapidly evolving legal landscape.

Contact our experts to learn more about how your firm can leverage AI to enhance client services and transform your law firm.