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Will Law Firms Become the Biggest Power Users of AI Voice Agents?

By Kris Altiere |
November 18, 2025

Will Law Firms Become the Biggest Power Users of AI Voice Agents?

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:

  • Firms are increasingly flooded with routine enquiries.
  • Clients still expect immediate, professional responses.
  • Staff time is too valuable to spend triaging logistics.

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:

  • Healthcare: faster response times (75%)
  • Hospitality: reducing service costs (67%)
  • Real estate: enhanced call quality and lead qualification (50%)
  • Finance: 24/7 availability (45%), improved caller satisfaction (44%), scalability (43%)

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.

About the author

Kris Altiere

Kris Altiere

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A commentary published this week argues that California's litigation environment functions as an unofficial tax on businesses and consumers, adding to the state's cost of living at a moment when affordability dominates its politics.

As reported by California Globe, the piece by John Allard, a former mayor of Roseville with more than two decades as a small business owner, sets national tort costs at $529 billion in 2022, equivalent to 2.1% of GDP, and cites projections that the figure could exceed $900 billion by 2030. Within California, the author points to 199 nuclear verdicts between 2013 and 2022 totalling more than $9 billion.

Much of the argument focuses on state-specific mechanisms. Allard highlights the Private Attorneys General Act, noting that claims routed through the state review process resolve 52% faster while workers receive 67% less compensation than in court-filed claims, and describes Proposition 65 as having produced an industry of citizen enforcers, with settlements rising from $26 million across 890 settlements in 2022 to more than $101 million across over 1,300 settlements more recently. The commentary also flags the Gilead "duty to innovate" case as an example of novel liability theories reaching the state's highest court.

Third-party litigation funding appears only in passing, referenced in connection with Georgia's 2025 reforms rather than through California-specific data. That absence is itself notable: the state has no funding disclosure or registration statute, and the op-ed offers no estimate of funded case volume within its cost figures.

The piece is advocacy rather than analysis, and its figures come from tort reform sources whose methodology has been contested. It nonetheless illustrates how the cost-of-living frame is being applied to litigation policy in the largest state yet to legislate on funding, and where a disclosure debate has so far failed to gain traction.

Commercial

Novarex Capital Partners Closes Initial £5 Million Funding Round

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According to ACCESS Newswire, the firm describes itself as a specialist introduction platform focused on private credit, litigation finance and structured capital, identifying opportunities for sophisticated investors seeking access to private markets. The proceeds of the initial round support the working capital requirements of an SRA-regulated law firm engaged in the preparation of eligible claims, operating in accordance with SRA standards and maintaining professional indemnity insurance.

The company said each stage of funding is designed to align with operational requirements while adhering to relevant regulatory frameworks. A second round is advancing, with a further round planned.

The structure reflects a financing model that has become increasingly common in the UK claims market, where capital is deployed against a law firm's working capital needs during claim preparation rather than committed to individual matters. That approach places the funder's exposure at the firm level, tied to the pace at which eligible claims are built and progressed, and depends heavily on the quality of the underlying claim pipeline and the discipline of the regulated firm carrying out the work.

The raise is modest by the standards of the institutional funds that have dominated recent fundraising headlines, but it sits in a segment of the UK market that has drawn scrutiny following a series of failures among smaller funders and claims businesses over the past year. Whether Novarex's staged capital programme reaches its later rounds will offer some indication of investor appetite for law firm working capital exposure at a moment when that risk is under closer examination.

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Auto Injury Claim Costs Outpaced Medical Inflation for Five Straight Years, Study Finds

Average payments on U.S. auto bodily injury claims rose at more than double the rate of medical care inflation between 2017 and 2022, according to a new Insurance Research Council study drawn from one of the largest claims datasets assembled for the line.

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The findings arrive as insurers and trade groups press state and federal lawmakers on third-party litigation funding disclosure, and the report's framing of structural cost drivers is likely to feature in that argument. The dataset's scale gives the numbers unusual weight in a debate that has often turned on contested estimates.