Technology has profoundly reshaped the legal profession. Casework moves faster. Documents are handled more accurately. Clients can compare firms with ease. Yet even with all this progress, the research shows something simple and powerful. People still want to speak with a real person when they reach out for legal help.
LEX Reception partnered with OnePoll to survey 2,000 US consumers to understand how people feel about AI. The responses reveal a growing tension. Law firms are moving toward automation, but clients feel increasingly uneasy about it. They want support that feels personal. They want someone who understands the emotions behind their situation. They want reassurance.
These nine statistics demonstrate why firms that prioritize people at the heart of their legal services are more likely to convert enquiries and build stronger client relationships.
1. Almost 1 in 3 people hang up when reaching an AI system
28% of people said they would hand up if they reached an AI voice system. That means losing nearly a third of their leads before even having a chance to speak to them. Human answering isn’t just a nice-to-have; it makes commercial sense.
2. 84% want to speak to a real person when they contact a firm
A client’s first call to a law firm is often made at a stressful moment. People need to feel understood. An AI system cannot empathize, but a human can.
3. 87% have asked to bypass an AI or chatbot system to reach a person
A vast majority of people feel uncomfortable enough to interrupt digital systems and ask to speak to a person. The moment that happens, any efficiency gained from automation is lost, and the frustration felt by callers damages trust.
4. 76% would choose a firm staffed by humans over one using AI at intake
Clients often make their decision based on the first conversation. We asked people if they were comparing firms with similar reviews, whether they would be more likely to choose the one where a person answers their call, or one where early communication was handled by AI. The results? People are more likely to choose firms with a human reception.
5. Only 16% fully trust AI to take the right action
Legal matters are sensitive and nuanced, and people are rarely willing to leave important details to software. Leaving clients uncertain about what happens next isn’t a good experience. Our receptionists know how to gather information safely and accurately before passing it to your team.
6. Only 11% believe chatbots consistently resolve issues.
But 69% of survey respondents said resolution of their reason for calling was the most important factor. A real conversation that leads to clarity is more valuable than a fast automated response that leaves people unsure.
7. 47% say they would trust a firm less if it relied heavily on AI for communication
In the legal services industry, excessive automation can feel impersonal. It suggests the client might struggle to have their concerns understood. In law, trust is the business model. Lose that, and you lose everything else.
8. 56% would leave a positive review after speaking to a human
That falls to just 10% after using a chatbot or AI client service tool.
Reviews are the modern referral. They shape visibility, reputation, and growth. Automation may be efficient, but if it costs you loyalty and reviews, is it really a saving?
9. Clients find chatbots more frustrating than unanswered calls
We asked consumers what they found most frustrating when contacting a business. Speaking with an AI tool ranked second, ahead of their call going unanswered. People prefer radio silence over automation. That’s how deep the frustration with AI-automated services runs.
The evidence is consistent and compelling: clients want people, not bots, at the heart of their legal journey. From first impressions to lasting loyalty, human connection drives trust, satisfaction, and reputation in ways AI has yet to match. While automation may promise efficiency, it often creates friction, undermines confidence, and risks deterring potential clients at the most critical moment—intake.
For law firms, the lesson is clear: prioritizing human-led service is not only the empathetic choice, but also the strategic one.
What can law firms do?
Firms that win the client experience:
- Put human interaction before automation
- Ensure every call is professionally answered by a real person
- Reduce friction from intake and improve conversion
- Protect trust from the very first conversation
The future of legal services may utilize AI, but it still relies on human input. LEX provides 24/7 human call answering. Our receptionists are trained in legal intake, empathy, and data accuracy. They capture the level of care clients expect, especially when the situation is urgent. Technology supports us, but it never speaks on our behalf.
