Getting Your Clients Ready for the Age of AI in Legal Services

Legal professionals across the country rely on Dye & Durham not just for our industry-leading practice management solutions but also for mission-critical data and resources. Providing information that enables you to serve your clients accurately and efficiently is one of our core services.

That’s why we have launched the Dye & Durham Canadian Pulse Report – a new data-rich report designed to uncover trends and insights into the economy, technology, and the property market, three key areas that impact our customers and their clients. Each quarter, we’ll speak with 1,000+ Canadians from all corners of the country to hear directly about how timely developments in these three areas impact their lives and what those sentiments may mean for the legal professionals we support.

Growing comfort levels with Technology and AI

According to the Q3 2023 Canadian Pulse Report, 87% of Canadians say they’ve experimented with using generative AI tools like ChatGPT for business, personal, or both reasons. However, frequent adoption is significantly lower, with less than 10% saying they use AI weekly.

While Canadians are beginning to get familiar with AI, some concern remains about skilled providers incorporating AI into their services. 60% of Canadians say that the idea of lawyers or notaries using AI to support or conduct their services makes them uncomfortable – second only to doctors and medical professionals (63%).

 

Getting Your Clients Ready for AI

A better understanding of usage and benefits would significantly increase comfort levels, as more than a quarter of Canadians say they would be more comfortable if their lawyer/notary could guarantee that using AI would lead to better outcomes or greater accuracy. Nearly as many say they would be more comfortable if it significantly reduced costs or was used to improve the performance of the legal professional without outrightly replacing them.

Given that Canadian legal professionals see the enormous potential for AI to provide cost, efficiency, and accuracy benefits, they need to educate their clients on how AI is being deployed in their firms and how it will improve the services they provide. Here are some ways to do this:

  • Be transparent: In today’s digital age, consumers demand transparency and open communication from their service providers. Legal professionals must keep up with these demands to meet expectations and build client trust. Specifically, legal professionals should be transparent about AI in the following ways:
    • Benefits ─ ‘Why AI?’: Let your clients know why you have opted to use AI to support your services. Explain potential benefits like speed and accuracy, time-savings, cost-savings, and efficiency. For instance, leveraging an AI-enabled research assistant tool might save your firm considerable hours on research while delivering more accurate results. Discuss this benefit with your clients and explain how reducing person-hours spent on specific projects might translate to improved service pricing.
    • Usage ‘How?’: Be open about the specific ways you deploy AI in your practice, and where possible, give them the ability to opt in or out of such services. Doing so gives clients a sense of control and makes them feel part of the process.
  • Highlight human touchpoints: Ensure your clients understand that AI and other technology solutions you deploy in your practice do not replace human input. Highlight the distinct stages of human involvement in your services, including oversight of the AI tools. Additionally, if you use an AI-based customer communication tool, ensure your clients understand they can connect directly to your team when they need to speak to a human. Make sure the process of reaching you is not complicated.
  • Actively seek feedback: Keep a two-way line of communication between you and your clients. Be open with them and encourage them to share their thoughts and concerns with you. This way, you can clarify issues quickly and address any concerns or misconceptions immediately.
  • Be prepared: AI has been making headlines for the last few years but is still new enough to be considered disruptive. Be prepared to answer questions your clients may have about how using AI impacts your workforce. Although AI may reduce the need for certain functions, it can create new job opportunities in various fields.

.

Conclusion

AI-driven tools have significant potential to improve legal practice management, and legal professionals recognize this. Being upfront about its use is essential to increasing Canadian consumers’ comfort levels with their lawyers deploying such technologies, and this investment in client education will yield significant benefits for all parties involved.

For more insights, read key takeaways for law firms from the Q3 Canadian Pulse Report.

 

About the Survey

Conducted quarterly, the Dye & Durham Canadian Pulse Report is designed to uncover trends and insights into Canadian sentiment surrounding three key areas: the economy, technology, and the property market. The findings of the report are the result of a survey conducted by Dye & Durham from August 16-18, 2023, among a nationally representative sample of n=1,001 who are members of the online Angus Reid Forum, balanced and weighted on age, gender, region and education. For comparison purposes only, a probability sample of this size has an estimated margin of error of +/- 2.5 percentage points, 19 times out of 20. The survey was offered in both English and French.

Read the full report here.

Go to Media

LATEST MEDIA

lawyer stress management
05/09/2024
Insights

High Stakes, High Stress: Is Poor Well-being an Inevitable Occupational Hazard of Legal Practice?

“When I started law school, I loved it…what I didn’t realize was the same work was also steering me onto a path of debilitating burnout.” – (McCrary, 2022)1   Stress…

Read more
04/25/2024
News

Dye & Durham and Athennian announce the upcoming launch of Unity® Entity Management

Dye & Durham and Athennian join forces to launch Unity® Entity Management Unity® Entity Management will be available to all Dye & Durham customers through the Unity® Global Platform, providing law firms…

Read more
how to choose the right legal accounting software for my law firm in Canada
04/05/2024
Insights

Choosing the Right Canadian Legal Accounting Software for Your Law Firm: Tips for Selection and Optimization

The Language of Business Accounting has evolved over the years from merely being a method of record-keeping to a crucial aspect of any business, often referred to as the language…

Read more
04/04/2024
Insights, Pulse Report

Q1 2024 Canadian Pulse Report

About the Report Conducted quarterly, the Dye & Durham Canadian Pulse Report is designed to uncover trends and insights into Canadian sentiment surrounding three key areas: the economy, technology, and…

Read more
04/04/2024
Press Releases, Pulse Report

Canadians Feeling Less Pessimistic About Their Financial Positions, Eagerly Eying Rate Cuts to Reenter Housing Market

Nearly two-in-five Canadians believe that Canada is currently in a recession. Despite economic uncertainty, more Canadians in Q1 2024 feel that they are in a better financial position than they…

Read more
Virtual ID Verification with Authentication: The Canadian Lawyer’s Guide
02/01/2024
Insights

Virtual ID Verification with Authentication: The Canadian Lawyer’s Guide

Digital ID Verification Legal professionals are required to have comprehensive KYC (Know Your Customer) and AML (Anti-Money Laundering) procedures in place to manage risks and prevent involvement in fraudulent activities….

Read more
01/25/2024
Insights, Pulse Report

2024 Strategy for Law Firms and Legal Professionals

Global Landscape As 2024 gets underway, geopolitical tensions, challenging economic climates, and the possibility of another supply chain crisis may cause the year to seem daunting for some. However, it…

Read more
Dye & Durham Pulse Report
01/25/2024
Insights, Pulse Report

Q4 2023 Canadian Pulse Report

Read more
01/17/2024
Press Releases, Pulse Report

Canadians Gearing Up to Re-enter the Housing Market Despite Declining Confidence in the Economy

Less than one-in-ten Canadians believe we’ll avoid a recession in the next 12 months    Fewer respondents in Q4 planning to wait for home prices / interest rates to drop before…

Read more
Canada Will Registry and NoticeConnect
11/22/2023
Insights

Everything You Need to Know About the Canada Will Registry and NoticeConnect®

Essential Tools for Wills and Estate Planning According to a recent survey conducted by the Angus Reid Institute, half of Canadians do not have a will, and Make a Will Month/Week…

Read more
11/09/2023
Insights

Wills and Estate Planning: Opportunities for Canadian Legal Professionals

Current State of Wills and Estate Planning in Canada A survey conducted by the Angus Reid Institute in 2023 revealed that half of Canadian adults do not have a will─…

Read more