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Half of UK consumers believe that AI should be used in legal services — suggesting that if firms don’t adopt the technology, they risk falling short of their clients’ expectations.
A survey of UK consumers found that 36% believe it could replace a solicitor for routine matters such as will writing, though only 14% go as far as to say it could be used for most legal issues.
The survey uncovered generational differences, with younger age groups more likely to expect firms to use AI. This puts firms in danger of being unable to serve their future clients if they don’t build the tech into their processes.
Some 58% of under-35s believe that AI has a role to play in legal cases, dropping to 38% of 55-64 year olds.
Under-35s are three times more likely to think AI can be used for most legal matters, compared to 55-64 year olds (21% versus 7%).
The findings appear in a new report from legal technology provider Access Legal, The value gap: Why client satisfaction no longer guarantees growth. It is based on a survey of 1,000 UK consumers who have used legal services in the past two years looking at client satisfaction levels, as well as attitudes to digital tools and AI.
It comes as the SRA approved its first AI-driven law firm, Garfield Law, last year – with business debt recovery costing as little as £2 per letter.
Despite expecting firms to embrace AI, the survey suggests clients don’t see it as a pure cost-cutting exercise. Around 65% of all respondents say they value speed, communication, empathy and convenience, compared to just 28% who prioritise lower cost.
Andrew Stevens, general manager at Access Legal, said: “It’s no surprise that younger people expect law firms to use AI — many use it regularly both at work and at home. What’s interesting is the extent to which they’re comfortable with it being used for more than just routine matters. As long as firms use it responsibly, there will be many more opportunities to use it both as a time-saver and to deliver better service.
“Garfield Law is upending traditional fee structures. While most law firms can’t — and don’t want to — compete on this rock bottom pricing, they will need to respond to what their current and future clients expect.”
But he added: “AI shouldn’t be seen as an add-on or a way to cut costs but a way to enhance client experiences. Our survey also looked at the other things clients expect today – collectively, 56% say they value solicitor empathy, faster turnaround times, and communication, over low cost (28%). Using AI strategically to improve on what clients actually want will ensure that it delivers value both to them and the firm.”
Access Legal’s report also sets out five strategic priorities for firms to turn satisfied clients into visible advocates, including deploying AI where it delivers genuine value and using client experience metrics to demonstrate ROI.
To explore the full findings, research insights and recommendations, download the report here.
