Legal clients happy to use AI, but for simple queries for now

Posted on10 July 2026

As more and more law firms look to adopt AI to improve productivity and efficiency, a new survey shows that some clients are happy using AI for simple queries - 29% for initial enquiries and 28% for completing a questionnaire.

The survey of 2,000 UK consumers was commissioned by Moneypenny, the leading customer conversation company, to find out how receptive people are to using AI when contacting different types of businesses.

Where legal firms are concerned, the survey showed clients are happier using AI for simple queries than for more complex or sensitive issues, as only 22% would be happy using AI to receive an update and 17% for settling a bill. A sceptical 38% said they aren’t happy to use AI for any legal-related comms.

The survey showed clear generational differences in attitudes though, with a higher proportion of older generations said they're not happy using AI for any legal-related comms: 51% of Baby Boomers and 44% of Gen X, compared with only 28% of Millennials and 26% of Gen Z.

There was also a difference between the sexes in reception to AI, as more women than men said they aren't happy using AI for any communications with law firms: 43% vs 33% respectively.

Commenting on the results, Bernadette Bennett, Head of Legal for Moneypenny, said: “As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with legal firms, while progress is being made in clients’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more sensitive or complex conversations. The best customer experiences will be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for sensitive issues.”

Notes : Survey commissioned through Censuswide from 8-10 June 2026 among 2,000 nationally representative UK consumers.

Burges Salmon has been an enthusiastic supporter of BLS for many years. BLS provides a valuable role in uniting and promoting the whole of the legal sector across Bristol to benefit both its members and the city. It facilitates collaboration across the sector to ensure that we can all make a difference. Whether that is driving important initiatives in, for example, Equality, Diversity and Inclusion and the use of new technologies, liaising with stakeholders and charities in our wider community or providing training to generations of lawyers, the service and support provided by BLS is invaluable. More recently BLS has taken a lead on promoting Bristol’s legal brand, encouraging legal and business services talent to come to the city, which in turn attracts clients and inward investment to our thriving and vibrant commercial community. BLS breaks down barriers and brings those in the profession together for the greater good. We are proud of our long-standing association with BLS.
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