Mostly no, and the evidence points to a different problem. When Clio sent secret shoppers to call law firms in 2019, only 56% of calls were answered by a person and 39% went to voicemail. In a dataset of client calls answered by Reflekt's AI receptionist, 92% of clients never questioned whether they were talking to an AI, and only about 5% asked for a human. Prospective clients react to being unanswered, put on hold, or asked to repeat their story, not to whether the voice on the line is a person or an AI.
Do Clients Mind Talking to an AI at a Law Firm?
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