P2P

P E E R T O P E E R M A G A Z I N E · F A L L 2 0 2 5 49 SUE KENO serves as VP of Client Services at K2 Services. Her specialties include client management, document management, and application services within the law firm environment. She is dedicated to providing personalized, effective, and thorough service to valued clients. Adoption does not happen with a single milestone but is an ongoing journey. The actual test comes not just from usage metrics, but from sentiment, which is the often-unspoken feelings users have about new tools. Are they frustrated? Are they happy? Are they getting what they need without friction? A CLEARER PICTURE WITH DATA AND EMPATHY This is where the next leap in legal tech happens: blending complex data (who logs in, how frequently, where drop-off occurs) with qualitative, AI-powered sentiment analysis is where the next leap in legal tech happens. The newest tools do not merely count clicks; they actually listen to user interactions, picking up on keywords, tone of voice, and even stretches of silence or frustration. AI-driven feedback loops can detect when a user is stuck, disinterested, or satisfied, allowing IT and admin teams to pivot in real-time. For example, during a major deployment, AI-infused support tools might flag a spike in negative feedback around a new document management feature. Rapid response through targeted how-to content or a personal call from a champion user can turn anxiety into confidence. Over time, tracking both traditional metrics and these AI-driven sentiment signals sharpens internal change management: improvements are based not just on usage numbers, but on the actual lived experiences of lawyers and legal staff. Metric data is only part of the equation. Layering in user sentiment offers a much clearer picture. Over time, this enables firms to track and target improvements, resulting in a tangible impact on user happiness and productivity. Practical Ways to Harness Sentiment: • Conduct short, focused "pulse" surveys post-training and one month after deployment. • Use AI-driven platforms to analyze language in feedback and help desk tickets. • Set up "open listening" office hours so staff can voice concerns or celebrate wins in a nonjudgmental setting. • Communicate not just changes, but the rationale behind further upgrades, using sentiment data to guide tone and timing. A HUMAN-FIRST BLUEPRINT FOR SUSTAINABLE TECH ADOPTION Successful firmwide transformation does not start with technology; it starts with empathy and understanding for the real, and sometimes messy, ways people work. Leaders who prioritize simplicity, personalization, and ongoing user engagement will find that their adoption rates increase, burnout decreases, and the returns on their IT investments surge. The new digital law firm is not only well-equipped but also well-aligned. And as AI-backed sentiment tools keep the focus on real user well-being, firms will turn each wave of innovation into an opportunity: to create more intuitive workflows, to build genuine buy-in, and to transform "yet another tech project" into a springboard for long-term excellence.

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