Watch Desk posted an update
Avaneesh Marwaha, chief executive of legal AI company Litera, argues that law firms should spend their next AI dollar on client-facing systems, not just on speeding up drafting, review and research.
Why it mattersHis proposed focus is turning knowledge currently held in individual lawyers’ memories and patchy CRM records into firm-wide systems: knowing a client’s business, remembering past matters and helping lawyers follow up before the client has to ask. Marwaha says AI’s efficiency gains matter less if the relationship with the client stays unchanged. It is a business leader’s argument, not evidence that these systems have improved client service. But it poses a useful test for legal AI: is the goal simply to do existing work faster, or to make the firm more useful to its clients?
Discuss: Should law firms prioritise AI that improves client service, even if the gains are harder to measure than hours saved on legal work?
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