P2P

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 63 One panelist recounted deploying sentiment analytics and discovering that, despite strong operational metrics, a subtle disconnect in call scripts was eroding trust with attorneys. A minor adjustment, personalizing greetings and intake, transformed perceptions and dramatically improved satisfaction scores. This underscores the value of combining quantitative analytics with qualitative insights and human empathy. BUILDING AN AI-POWERED SERVICE MODEL WITH A HUMAN TOUCH • Start Small, Scale Thoughtfully: Pilot AI solutions in targeted departments or workflows (e.g., onboarding, password resets), gather feedback, and iterate before expanding firmwide. • Design for Seamless Handoffs: Define clear escalation criteria based on complexity and sentiment. Ensure clients can easily access human support when needed. • Invest in Change Management: Engage staff early, provide robust training, and foster a culture of transparency and learning. Address concerns around job security by emphasizing AI's role as an enabler, not a replacement. • Leverage Sentiment Analytics: Use real-time mood tracking and feedback loops to monitor and improve client experience. Share insights with both analysts and leadership to drive continuous improvement. • Maintain Ethical Standards: Always disclose when AI is involved in interactions. Use data responsibly and prioritize client trust. THE FUTURE OF AI IN LEGAL CUSTOMER SERVICE Gartner predicts that by 2028, automation and AI assistants will fundamentally reshape customer service across sectors, including the legal sector. Gen-Z attorneys and staff, raised on digital self-service, expect both speed and personalization. Yet, even as AI capabilities expand, the demand for human judgment, empathy, and high-touch support will only grow. Legal tech leaders must prepare for a future where the line between human and machine support blurs. The most successful organizations will be those that blend automation with authentic connection, where AI empowers people, and people, in turn, create memorable client experiences. As the boundaries of what is possible shift, the enduring standard will be excellence grounded in both innovation and humanity. Integrating AI into legal customer service is not a binary choice between efficiency and empathy. Instead, it is an opportunity to achieve new heights of client satisfaction through thoughtful, balanced design. By leveraging AI to handle routine tasks, surface insights, and measure sentiment, legal help desks can free human agents to focus on what they do best: building relationships, solving complex problems, and delivering white-glove service. The future belongs to organizations that combine the limitless potential of automation with the irreplaceable power of the human touch. In this new frontier, excellence will be defined not by technology alone, but by the harmony of machine efficiency and genuine human care. *The views of the article are not those of the law firm, but those of the author. NADIA CHOPTAIN has volunteered with ILTA for the past 20 years in various roles. Her current role is as an ILTACON 2026 conference coordinator.

• Cover