Login | August 20, 2025
Report encourages firms to use AI to improve communication with clients
SHERRY KARABIN
Legal Tech News
Published: August 15, 2025
When it comes to building one’s practice, client satisfaction is key and an integral part of that is effective communication between the parties.
But as Betsy Kinney explains in a July 30 post on Legal Tech Daily, (https://www.legaltechdaily.com/2025/07/report-1-in-4-legal-clients-experience-case-related-anxiety-with-poor-communications-to-blame/), a recent study by the law firm client engagement platform Case Status reveals many attorneys aren’t doing enough to keep their clients in the loop.
According to Case Status’s Legal Client Experience Report while firms are beginning to use artificial intelligence (AI) to streamline internal operations, they’re not taking advantage of AI’s ability to enhance client experiences, with one in four clients who participated in the research expressing anxiety about not knowing what was happening with their case.
The findings are based on data from independent surveys of 433 law firm clients and 109 practicing attorneys, and a sampling of anonymized usage data from hundreds of firms and hundreds of thousands of clients using the Case Status platform.
The report identifies key actions that firms can take to remedy the issues.
At the top of the list is better communication.
While attorneys may think they are responding quickly, the report notes only 35% of the firms surveyed actually measure response times.
The story quotes Case Status Chief Executive Officer Andy Seavers, who said, “AI is often discussed in terms of productivity, but its real power lies in creating a better experience for clients.
“When firms automate the right parts of the client journey, they show they care through responsiveness, clarity, and consistency,” said Seavers.
Based on the report, law firms that utilize AI to automate routine tasks such as appointment reminders and status updates can save an average of 1,329 hours per year, primarily by reducing the time spent on manual communication.
Of particular note, AI-enabled firms respond to clients in 5.29 hours on average—at least four times quicker than the industry norm of 24-48 hours.
Kinney said in today’s “always-on digital environment,” speed reduces anxiety and improves satisfaction, which helps drive positive reviews and referrals.
Despite its potential advantages, the findings show AI is primarily being used to assist with back-office tasks.
The research also indicates that speed alone is often not enough, with firms also encouraged to install systems that offer empathetic and consistent communication.
“Firms that deploy AI for client experience aren’t just automating, but also improving the way they show up for clients,” added Seavers. “That’s how you build loyalty, reduce burnout, and grow the business.”