More law firms are exploring AI to help handle client calls. It's easy to see the appeal: lower cost, no scheduling gaps, always available. But before making that decision for your firm, it's worth knowing what clients actually think when they reach an AI agent.
LEX Reception commissioned an independent study with OnePoll, surveying 6,000 people on their views of AI in legal services. The preference for a real person is strong, and it's getting stronger. Trust in AI, especially at law firms, is moving in the other direction.
This report lays out what that means in practice - for client trust, lead conversion, and the first impression every call makes. It's provided as a resource for members navigating decisions about client intake and technology.
What's inside:
Full findings from the 2026 OnePoll survey of 6,000 consumers, tracked since October 2025
How client trust in AI at law firms has changed over the past six months
Why 1 in 3 people hang up on an AI agent - and what that means for lead conversion
What a real person answering the phone signals to clients about a firm
The connection between human-first service and client loyalty, reviews, and referrals
Where AI has a legitimate place in legal practice, and where client research says it doesn't
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