Lawyers continuously express their excitement and apprehension surrounding the use of artificial intelligence (AI). But what we forget is that AI is not so comforting to the general public, either. Some of the general public have embraced AI and are immersed in it, full steam ahead. Others are concerned. As the use of AI continues to rise across industries, lawyers face new challenges not only within their businesses but also with addressing clients’ concerns about its potential impact. The nervousness surrounding AI, particularly in the legal sphere, can range from privacy and security concerns to its actual use when it comes to decision-making.
No one can deny that AI has made incredible strides in recent years. What we thought was impossible five to ten years ago is now possible. Advancements are seen through automation, data analytics, document review, and predictive legal outcomes. We are seeing a rate of growth with AI that we have not seen before in the legal field. While these advancements offer efficiency, productivity, and cost savings, they can also provoke fear and trepidation, especially among clients who may not fully understand the technology and who come to the lawyer for their expertise, that of a program. Some common themes of fear from clients include the following:1
• Job Displacement: Clients may worry that AI will replace human workers, including legal professionals, which brings a sense of concern as to whether a program knows more than a human and when a program may not take the human element into consideration.
• Privacy and Security: With AI systems handling sensitive data, clients may be concerned about the risks of data breaches or misuse of personal information.
• Ethical Concerns: AI decision-making can sometimes feel opaque. Clients may fear that AI will be used in ways that lack transparency or fairness.
• Loss of Human Touch: Legal clients often seek personal connections and advice from their lawyers. They may fear that AI-driven legal services will undermine the personal nature of legal counsel, leading to a dehumanized experience.
The first step in addressing AI intimidation is to demystify the technology for the client. AI, while powerful, is a tool. By educating clients about the tool’s capabilities and limitations, a lawyer may alleviate some of the client’s fears. It also helps to clarify the role of AI and explain that it is a tool designed to assist, not replace, human decision-making. For example, legal AI platforms may aid the lawyer in reviewing documents, providing contract analyses, or completing legal research, but each still requires human oversight, review, and judgement.2 The next step is to emphasize transparency3 and explain the mechanics behind AI systems. When clients understand how AI works, whether through machine learning, natural language processing, or other technologies, they may feel more in control and less anxious about its use. Also, show practice examples of how AI is currently being used in the legal industry. Examples of use provide confirmation that this is a practice being used by the profession and shows a certain level of trust of the tool being used while ensuring continuous human oversight.
Some AI tools have the ability to make decisions based on data, raising important ethical questions. Clients may worry that the AI tool being used may perpetuate bias or is influenced by flawed algorithms. This is the time to reassure clients that ethical AI development is a top priority for the legal community. Ensure that any AI tools used by the firm are subject to rigorous internal audits and bias checks and are regularly updated to ensure fairness and transparency. Continue to emphasize that while AI may assist with data analyses and decision-making, human lawyers continue to oversee the final outcomes, providing a safety net that mitigates the risks of AI biases.
PRIVACY AND SECURITY CONCERNS
In an era when data breaches and cybersecurity threats are constant worries, clients are obviously and understandably concerned about the security of their personal information when using any type of tech tools, including AI. Further, the use of AI by lawyers is continually being tested within the courts.4 Clients should be educated on Michigan privacy laws, which regulate the use of personal data. Additionally, the AI platforms that are used within a law firm should ensure that cybersecurity and encryption protocols are prioritized before being implemented within the firm. If a client remains uncomfortable with the AI tool, lawyers should be flexible and use human-driven alternatives when personal information is involved.
PROVIDING PERSONALIZATION AMID AI INTEGRATION
While some may not realize it, clients do fear the loss of personalized legal services in favor of robotic, one-size-fits-all solutions. The fears center on AI stripping away the empathetic, human side of legal counsel. This is where the lawyer can help the client feel more at ease by stressing that AI does not eliminate the need for human expertise but instead enhances it. AI automates routine tasks, giving lawyers more time to engage in meaningful client interactions and provide tailored advice. Lawyers should propose a hybrid model approach where AI is used for efficiency in areas like document review or legal research but stress that any output would still be reviewed by the lawyer and their team. While AI is assisting in efficiency, lawyers can focus on maintaining personalized and human-led legal strategies. This offers the best of both worlds: technology for efficiency and human lawyers for emotional intelligence, empathy, and professional judgment.
BUILDING TRUST IN THE LEGAL PROFESSION’S AI USE
Lawyers should be transparent about their use of technology and build trust with clients through clear communication.5 Clearly explaining when and how AI will be used in the client’s case assists the client in feeling comfortable about how their case will be handled with professionalism and human oversight, which helps quell the client’s fear concerning the use of AI.
CONCLUSION
In a variety of ways, AI is transforming how lawyers practice. It boasts efficiency, improves client services, and allows lawyers to stay competitive within the legal field. As the field of AI evolves, it is essential for lawyers to acknowledge and address the legitimate fears of clients. Embracing AI thoughtfully and strategically will allow lawyers to thrive in an increasingly technological world while ensuring clients feel heard, understood, and protected. By providing clear information, offering assurances, and demonstrating a commitment to transparent use of AI, lawyers can help clients navigate AI intimidation while maintaining the human connection and legal expertise that form the foundation of successful lawyer-client relationships.