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P E E R T O P E E R M A G A Z I N E · W I N T E R 2 0 2 5 61 A s legal help desks evolve from manual ticketing to automation, virtual agents, and real-time analytics, the desired outcomes are often greater efficiency, faster triage, and streamlined support. Achieving these goals, however, can lead to sacrificing the vital human connection at the heart of delivering exceptional client experiences. Striking the right balance between automation and human connection presents a core challenge. While AI efficiently handles and streamlines routine support, it cannot replace the warmth and trust of personal interactions. While rapid advances in AI offer both promise and responsibility, a fundamental question remains: How do you, in your firm, preserve empathy and genuine service as the firm adopts automation? Insights from an ILTACON 2025 conference panel reveal a sector in transition. Leaders like Chris Myatt (Director of User Services, Seyfarth Shaw), Amit Patny (Principal Solutions Engineer, Microsoft), and Nick Davis (Director of Service Delivery, K2 Services) painted a nuanced picture of AI adoption. Firms are piloting automation internally, leveraging virtual agents for to escalate from bot to human is as important as the technology itself. The objective is to enhance human capabilities, ensuring clients consistently feel acknowledged and supported. Firms often begin their AI journey with pilot projects in select areas, such as HR onboarding or IT password resets, before expanding more broadly. This gradual approach allows teams to adapt, provides valuable feedback, and eases change management. Survey data reveals mixed opinions: while many professionals view AI positively, concerns remain about costs, ROI, and the impact on client experiences. Adoption trends vary by generation. routine tasks, and measuring both adoption and sentiment through advanced analytics. The consensus is clear: AI is a tool, not a magical solution. One that, if thoughtfully integrated, can empower teams, elevate service delivery, and redefine client satisfaction. Panel discussions highlighted key shifts in help desk models. Traditional hierarchies are giving way to agent-centric frameworks, where AI agents handle first- contact interactions, triage issues, and surface relevant knowledge. Human analysts, relieved of repetitive tasks, focus on complex problem- solving and relationship- building. Effective design is crucial; knowing when Younger associates are more comfortable with automated self-service, while senior staff prefer direct support. Real-world examples demonstrate AI's transformative impact in legal and professional services: • Case Deflection and Smart Triage: Firms deploying conversational AI agents have achieved significant reductions in ticket volumes by deflecting routine queries and surfacing relevant knowledge articles. For example, when end users seek help with common issues like spam or password resets, the AI agent collects key details, suggests solutions, and,

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