LAW
LAW
How Technology and Client Expectations Influence Services
Compiled by Jamie Grill-Goodman
Technology impacts every industry , including legal professionals . As client expectations change alongside the rapid advancement of tech like artificial intelligence ( AI ), law firms must continuously innovate and adapt .
Communication , data security , and the development of AI policies and procedures are just a few topics that came up when COMMERCE Magazine talked to leaders in New Jersey ’ s legal community . We asked , “ how are evolving client expectations influencing the services you offer ?” and this is what we learned :
Gibbons P . C . Peter J . Torcicollo Managing Director
Our clients are sophisticated purchasers of legal services , and – not surprisingly – the expectations they have for their outside counsel have increased significantly over time . In our experience , clients want real specialization , with attorneys not only being knowledgeable in specific areas of the law , but also having real-world experience actually performing the type of work for which they are being engaged .
Clients are also looking for increased efficiency , particularly with the advent of some of the generative artificial intelligence platforms being able to provide assistance in various areas of legal practice . We are seeing clients specifically ask , as part of the RFP process , how responding law firms envision using generative AI to aid in the provision of the services being performed .
As a result of these realities , our firm has continued to provide opportunities for our attorneys to develop proficiency in a broad variety of highly specialized areas . We also launched an internal Artificial Intelligence and Emerging Technologies Committee , which has been responsible for developing AI policies and procedures , evaluating additional AI tools for use by our firm on behalf of our clients , and guiding the firm ’ s attorneys and paraprofessionals toward the efficient , safe , and ethical use of generative AI in a manner that is consistent with each client ’ s needs and guidelines , where applicable .
Greenbaum , Rowe , Smith & Davis LLP W . Raymond Felton Managing Partner / Chair , Corporate Department
Like any service profession , a law firm must always be responsive to the expectations of its clients . The entire team at our firm strives constantly to be responsive to the ever-evolving expectations of our clients as well as those of the legal profession as a whole .
Naturally , advances in technology are the most visible areas of change . Communications were once limited to letters , phone calls and in-person meetings . It is now a world of emails , text messages , Zoom and Teams meetings and other virtual techniques . These means of communication have great benefits , but also present
Gibbons P . C . launched an internal Artificial Intelligence and Emerging Technologies Committee responsible for developing AI policies , evaluating tools , and guiding ethical use .
Photo : Getty Images / iStockphoto considerable risks when it comes to security . We must also have the capacity to obtain , store and transfer very large quantities of documents and data efficiently . Our clients expect us not only to utilize this modern technology , but also to implement requisite security measures to maintain the confidentiality that is a bedrock of the attorney-client relationship .
A big driver of expectations now is artificial intelligence , which creates both opportunities and risks as that technology becomes more prevalent . We need to understand the limits of AI in the practice of law and communicate the benefits and risks to our clients .
Very often , one element of meeting client expectations involves managing those expectations . Clients are understandably concerned about the time a matter might take to resolve and push for a quick completion . It ’ s not always possible to get the best answer or result without the extra time and effort . By explaining to clients at the outset what is realistic , we can better satisfy their expectations . So perhaps the one-word answer to client expectations is simply “ communication .”
Nachman , Phulwani , Zimovcak ( NPZ ) Law Group , P . C . David H . Nachman , Esq . Managing Attorney
In today ’ s rapidly changing legal landscape , evolving client expectations significantly shape the services we offer at NPZ Law Group . Clients now demand not only expertise but also efficiency , transparency , and personalized service . As immigration laws become more complex , our clients expect us to navigate these intricacies swiftly and effectively .
To meet these demands , we have integrated advanced technology into our practice , utilizing AI-driven tools and secure client portals to enhance communication and streamline case management . This technology enables us to provide real-time updates and faster response times , which are crucial for our clients ’ peace of mind .
Moreover , we understand that each client ’ s situation is unique . Therefore , we offer tailored solutions that address specific needs and circumstances , ensuring a more personalized approach . Our diverse team of attorneys , fluent in multiple languages and culturally attuned , allows us to connect deeply with our clients and understand their distinct challenges .
Additionally , we place a strong emphasis on education and empowerment . By offering webi‐
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