AI and automation in practice: insights from experience, solutions to client pain points and adding ‘value’

Alan Larkin Head of Innovation Family Law Partners

The article traces a decade-long journey of innovation in family law through the creation of digital tools such as Engage and Resolve. Originally designed to streamline client onboarding Engage evolved into a platform that not only reduced repetitive data collection but also enhanced client satisfaction trust and risk management. Building on this Resolve applied algorithmic analysis to recommend appropriate non-court dispute resolution (NCDR) pathways scaling access to justice far beyond the limits of human time constraints.

The author highlights initial resistance within the profession - concerns about lost revenue perceived client aversion - yet user data consistently disproved these anxieties. Instead technology freed lawyers to focus on high-value tasks: offering tailored advice and fostering trust. The piece stresses the importance of user-centred design (UX/CX) efficiency gains and risk-shifting while noting commercial benefits such as higher client conversion rates and lower insurance premiums.

Ultimately the article argues that the convergence of AI innovation and demand for NCDR offers both ethical and financial opportunities. Family lawyers who embrace empathetic tech-enabled services will deliver better outcomes and thrive in a rapidly shifting market.

Read the full article here.