Trending Now
Commercial Funder's Corner Legal Innovation

Behind the Scenes: How AI is Quietly Transforming the Legal Client Experience

July 2, 2025

Behind the Scenes: How AI is Quietly Transforming the Legal Client Experience

The following was contributed by Richard Culberson, the CEO North America of Moneypenny, the world’s customer conversation experts, specializing in call answering and live chat solutions.

When people think about the legal client experience, they often picture what happens in the courtroom or during a critical client meeting. But increasingly, the most meaningful changes to how law firms, legal service providers and legal funders support their clients are happening out of sight, thanks to the power of artificial intelligence (AI). Whether it’s client intake, communication routing, or managing complex caseloads and funding relationships, AI is reshaping the way legal teams deliver service behind the scenes.

Across America, firms in all industries are turning to AI to enhance their people. The goal is simple: deliver faster, more personalized, and more efficient service. And when done right, the difference is both quiet and powerful.

At Moneypenny, we work with thousands of legal professionals every day, from solo attorneys to large firms and legal funders, helping them manage customer conversations and deliver great client service. We’ve seen firsthand how AI, when applied with care and purpose, can reshape the client experience from the inside out.

Easy Access to the Right Information

In any busy legal setting, timing is everything. Whether it’s a client call, intake conversation, or case status update, having instant access to accurate information is key. That’s where AI comes in. It can surface the right details in real time so teams can respond quickly and confidently.

Take legal funders, for example, they often need to assess case viability quickly, AI tools can instantly surface key case milestones, funding eligibility criteria, and prior correspondence to accelerate decision-making and reduce friction.

Smarter Call and Message Routing

Any business fields a wide range of calls and messages in a day, and not every inquiry belongs on the same desk. AI can now analyze keywords, tone, and context to route communication to the right person, and it does it automatically.

That means clients reach the right person faster, and your team spends less time untangling misdirected messages. In an industry where responsiveness matters, this kind of behind-the-scenes efficiency is a real win.

Getting Ahead of Client Needs

What’s more, AI doesn’t just react, it can anticipate too. By looking at past interactions and analyzing the data, it can identify patterns and flag issues before they arise.

Let’s say a client regularly asks about timelines or paperwork. AI can flag repetitive requests for status updates from claimant attorneys or co-counsel, prompting automated reporting or scheduled updates to improve transparency and communication between parties. This level of attentiveness not only reduces frustration but also builds trust and reassures clients, something especially valuable in the high-pressure, high-emotion legal industry.

Seamless Experience Across Channels

Today’s clients want to communicate on their own terms, whether that’s by phone, email, live chat, or text. And they expect consistency, no matter the channel. AI can help to make that happen.

By bringing together data from multiple sources, AI ensures that whoever answers the phone or replies to a message (whether that is call one or message five) has the full context. The result is that clients feel heard and known, not like they’re starting over every time, and it is that kind of continuity that can turn a routine exchange into a relationship.

Real-Time Support for Your Team

Think of AI as a digital assistant, offering prompts, surfacing information, and making sure the person handling the call or message has exactly what they need. It is helping people deliver their best work.

At Moneypenny, our AI tools support our legal receptionists during conversations, pulling up relevant details, suggesting next steps, and helping maintain a personalized touch even during peak periods. It’s about helping good people be even better at what they do.

Scaling the Personal Touch

There’s a common misconception that AI makes things feel impersonal or robotic. But when it’s used well, it actually allows businesses to be more personal, and at scale. Imagine being able to greet every client by name, remember their preferences, and respond in a way that feels tailored, even when your team is managing thousands of interactions. That’s what we aim to deliver every day. And AI makes it possible.

For legal funders juggling a portfolio of diverse cases and law firm partners, AI can ensure consistency in tone, terminology, and updates so that funders can maintain an attentive, personalized service level without scaling up staff headcount.

The Big Picture: Human + AI = A Better Experience

Whether you’re running a law firm, operating a litigation finance business, or managing client services across the legal ecosystem, one thing is clear: clients want service that’s fast, accurate, relevant and personal. AI helps make that happen, by enhancing the human touch.

The real transformation isn’t just happening in space that the client sees but in the systems behind the scenes that power that experience. For leaders across legal industry and beyond, the takeaway is this: the future of service isn’t just about upgrading the visible. It’s about building smarter, more supportive systems that let your people do what they do best.

That’s where AI delivers its real value and where the real competitive edge lies. 

Secure Your Funding Below
Secure Your Funding Sidebar

Commercial

View All
Commercial Deals

Litigium Capital Partners with Morris Law for Nordic Litigation Funding Push

By John Freund |

In a move poised to reshape dispute financing in the Nordic region, Morris Law has entered into a collaboration agreement with Stockholm-based funder Litigium Capital. The deal will see Litigium Capital finance a portfolio of disputes handled by Morris Law under full or partial contingency fee arrangements. The strategic partnership marks a significant step toward broader adoption of success-based billing in the region, while also easing litigation cost pressures for clients.

A press release from Morris Law confirms that the agreement, effective immediately, enables Morris Law clients to share the financial risks of litigation with both their counsel and the funder. Under the terms, Litigium Capital receives a portion of Morris Law’s success fees upon favorable case outcomes.

Notably, the agreement includes strong safeguards. with no client information will be disclosed to Litigium without explicit consent, and control over litigation strategy remains solely with the client. Both parties also adhere to strict codes of conduct. Morris Law follows AGRD Partners’ guidelines, while Litigium Capital is governed by the European Litigation Funder’s Association (ELFA), which sets confidentiality and conflict management standards.

Morris Law CEO Martin Taranger, who leads the first AGRD firm to embrace this model, underscored the alignment of interests that fee-sharing creates. Litigium Capital’s CEO, Thony Lindström Härdin, called the partnership a milestone in the region’s shift from traditional billing to more flexible, client-friendly funding models.

This partnership raises compelling questions for legal funders eyeing the Nordic market. As client demand for alternative billing rises, will other regional firms adopt similar models? With Morris Law and Litigium Capital setting a precedent, the Nordics could emerge as a new frontier for portfolio litigation funding.

Commercial

Harris Pogust on What Not to Do with Half a Billion Dollars

By John Freund |

Veteran mass tort attorney Harris Pogust is offering a cautionary tale to the litigation finance community, reflecting on the collapse of his former firm, Pogust Goodhead, after an eye-popping $500 million investment from Gramercy Funds Management. Now serving as a senior adviser at Bryant Park Capital, Pogust is urging funders to rethink how capital is deployed—and monitored—when backing law firms.

An article in Bloomberg Law captures Pogust’s retrospective on the 2023 mega-funding round, which at the time marked one of the largest single infusions into a plaintiff-side law firm. Despite the capital, Pogust Goodhead faltered under internal investigations and allegations of lavish spending, ultimately surrendering asset claims to Gramercy tied to the full $617 million value of the funding arrangement. Pogust bluntly warned that, absent proper oversight, handing a large check to a law firm can quickly devolve into what he described as “buy a Maserati and have fun,” with firms burning through capital without accountability.

In his current role, Pogust is advocating for a more hands-on model where funders act more like partners than passive financiers. He supports collaborative budgeting, ongoing financial oversight, and stronger alignment on outcomes between funders and firms. He also pushed back against calls for heightened regulation or taxation of litigation funders, suggesting that current legislative efforts unfairly target the industry.

For litigation funders, Pogust’s experience offers a timely reminder of the risks that accompany rapid deployment of capital without guardrails. As the size and complexity of funding deals continue to grow, the industry may need to adopt stricter governance standards, enhance operational due diligence, and establish frameworks that ensure discipline in how law firms deploy capital. Pogust’s remarks serve as both a warning and a blueprint for what responsible litigation funding should look like going forward.

Commercial Deals

Lyford Partners Launches With Backing From Moody Aldrich Partners

By John Freund |

London-based private credit firm Lyford Partners, founded by industry veterans Matt Meehan and Toby Bundy, has officially launched with equity backing from U.S. alternative investment firm Moody Aldrich Partners (MAP). The new venture aims to provide hard-asset, situation-specific lending across the UK, Europe, and select offshore jurisdictions.

An article in Insider Media outlines Lyford’s lending focus, which includes bridging short-to-medium term liquidity needs of ultra-high net worth individuals, families, and businesses. The firm will also fund special situations such as matrimonial disputes, probate proceedings, and insolvency-related asset financing. Headquartered in London, Lyford also has a presence in the Cayman Islands, Monaco, and Nassau. The firm typically provides loans ranging from £2 million to £20 million, using high-quality assets as underlying collateral.

Matt Meehan serves as Chief Investment Officer, bringing over three decades of experience and more than £3 billion in deployed capital across 200+ companies in the UK, Europe, and the U.S. Toby Bundy adds deep experience in restructuring and special-situations lending. From MAP’s side, Co-CEO and CIO Eli Kent noted that Lyford is already executing deals and has a strong pipeline, stating that MAP is focused on underwriting “world-class niche investment firms.”

From a legal funding industry perspective, Lyford’s launch is notable for its overlap with scenarios often served by litigation funders—particularly in family, estate, and insolvency matters. Its hard-asset-backed approach offers a flexible alternative to traditional legal funding, and the involvement of MAP signals continued U.S. capital interest in niche credit platforms abroad.