Key Takeaways from LFJs Special Digital Event: Key Trends and Drivers for Litigation Funding in 2023

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The following article was contributed by Kris Altiere, US Head of Marketing for Moneypenny.
A new cross-industry study from Moneypenny suggests that while some sectors are treading carefully with AI-powered voice technology, the legal industry is emerging as a surprisingly enthusiastic adopter. In fact, 74% of legal firms surveyed said they are already embracing AI Voice Agents , the highest adoption rate across all industries polled.
This may seem counterintuitive for a profession built on human judgement, nuance and discretion. But the research highlights a growing shift: law firms are leaning on AI not to replace human contact, but to protect it.
Why Legal Is Leaning In: Efficiency Without Eroding Trust
Legal respondents identified labor savings (50%) as the most compelling benefit of AI Voice Agents. But behind that topline number sits a deeper story:
Kris Altiere, US Head of Marketing at Moneypenny, said:
“Some companies and callers are understandably a little nervous about how AI Voice Agents might change the call experience. That’s why it’s so important to design them carefully so interactions feel personal, relevant, and tailored to the specific industry and situation. By taking on the routine parts of a call, an AI agent frees up real people to handle the conversations that are more complex, sensitive, or high-value.”
For the legal sector, that balance is particularly valuable.
A Look At Other Industries
Hospitality stands out as the most reluctant adopter, with only 22% of companies using AI-powered virtual reception for inbound calls and 43% exploring AI Voice Agents.
By contrast, the legal sector’s 74% engagement suggests a profession increasingly comfortable pairing traditional client care with modern efficiency.
The difference stems from call types: whereas hospitality relies heavily on emotional warmth, legal calls hinge on accuracy, confidentiality, and rapid routing areas where well-calibrated AI excels.
What Legal Firms Want Most From AI Voice Agents
The research reveals where legal sees the greatest potential for AI voice technology:
Legal’s top future use case is appointment management (53%).
This aligns neatly with the administrative pain points most firms face, juggling court dates, consultations and multi-lawyer calendars.
Each industry also had high expectations for AI Voice Agent features, from natural interruption handling to configurable escalation rules.
For legal, data security and compliance topped the list at 63%.
This security-first mindset is unsurprising in a sector where reputation and confidentiality are non-negotiable.
Among legal companies, 42% said that integration with existing IT systems like CRM or helpdesk tools was critical.
This points to a broader shift: law firms increasingly want AI not just as a call handler but as part of the client-intake and workflow ecosystem.
The Bigger Trend: AI to Protect Human Time
Across every industry surveyed, one theme is emerging: companies don’t want AI to replace humans ,they want it to give humans back the time to handle what matters.
For legal teams, this means freeing lawyers and support staff from constant call-handling so they can focus on high-value, sensitive work.
Why This Matters for Law Firms in 2025
The AI adoption race in legal is no longer about novelty; it’s about staying competitive.
Clients expect real-time responses, yet firms are constrained by staffing and increasing administrative load. Well-designed AI Voice Agents offer a way to protect responsiveness without compromising on professionalism or security.
With compliance pressures rising, talent shortages ongoing, and client acquisition becoming more competitive, the research suggests law firms are turning to AI as a strategic solution and not a shortcut.
Moneypenny’s Perspective
Moneypenny, a leader in customer communication solutions, recently launched its new AI Voice Agent following the success of an extensive beta program. The next-generation virtual assistant speaks naturally with callers, giving businesses greater flexibility in how they manage customer conversations.
The Legal Services Board (LSB) has unveiled a new consumer‑protection initiative to address mounting concerns in the UK legal market linked to volume litigation, law‑firm consolidators and unregulated service providers. An article in Legal Futures reports that the regulator cited “clear evidence” of risks to consumers arising from the dramatic growth of volume litigation, pointing in particular to the collapse of firms such as SSB Law.
Legal Futures reports that under the programme, the LSB will explore whether the current regulatory framework adequately protects consumers from harm in mass‑litigation contexts. That includes examining: whether all litigation funding – especially portfolio funding models – should fall under the supervision of the Financial Conduct Authority (FCA); whether co‑regulation arrangements should be established between the FCA and the Solicitors Regulation Authority (SRA); and whether the list of reserved legal activities needs revision to account for the rise of unregulated providers and AI‑enabled legal services.
On the law‑firm side the initiative spotlights the consolidation trend — especially accumulator or “consolidator” firms backed by private equity and acquiring large numbers of clients. The LSB flagged risks around viability, quality of client care and short‑term investor‑driven growth at the expense of compliance and long‑term service stability.
For the litigation‑funding sector, the message is unmistakable: the regulator will be more active in mapping the relationships between funders, law firms and client outcomes. It intends to use its market‑intelligence function to monitor whether misaligned incentives in the funding‑chain may harm consumers, and to obtain data from frontline regulators where necessary.
Veteran solicitor-campaigner Walter Merricks is poised to assume the role of class representative in a major collective action against rail operator Govia Thameslink Railway, following the death of the previous lead claimant. The case — brought under the opt-out regime before the Competition Appeal Tribunal (CAT) — alleges anticompetitive fare charging that harmed passengers traveling without a London Travelcard.
An article in the Law Society Gazette states that Merricks has formally applied to take over from former class representative David Boyle, who passed away earlier this year. The transition raises “a number of complex and difficult issues,” given the opt-out nature of the proceeding and the procedural demands of the UK’s evolving collective redress framework.
The move comes amid broader tensions between Merricks and his former litigation funder, Innsworth Capital. That dispute centers on the earlier £200 million settlement of Merricks’ landmark claim against Mastercard. Though the CAT approved the settlement, Innsworth launched a judicial review and initiated arbitration proceedings to challenge the allocation of proceeds, arguing its entitlement to a larger portion of the award. Merricks has been openly critical of the funder’s conduct, calling its approach an “embarrassment” and warning it could undermine public trust in third-party funding.
For the rail case, Merricks has retained Wilkie Farr & Gallagher as counsel. His application to replace Boyle as class representative is currently before the tribunal and will be considered at a hearing in January 2026.