Written by: Caroline Langdell, Senior Programmes Manager at London Legal Support Trust
Whether you want to embrace it or resist it, AI has become inescapable. For years it has rumbled beneath the surface like a dormant volcano, now it has erupted, and the lava is flowing relentlessly into every corner of our daily lives.
Those of us caught in its path face a choice: we can step aside and watch from a safe distance as it reshapes the landscape we once knew, or we can find ways to harness its power and ride the current of change. Standing still is no longer an option, the lava doesn’t stop for anyone.
The question isn’t whether this transformation will happen, but how we’ll navigate it.
Voices from the Sector
Conversations from across the free legal advice sector, including a fantastic facilitated discussion at the last London Specialist Advice Forum, reveal a complex landscape of hope and hesitation.
There are perhaps two main areas where the sector appears to be mainly in agreement. Firstly, AI should not and will not replace the need for face-to-face, or perhaps we should say human-to-human, provision. That human element remains central to legal advice, particularly for vulnerable clients who need empathy, understanding, and the nuanced judgment that only human advisers can provide.
Secondly, irrespective of whether an organisation wants to test the water or dive right in, resource constraints present perhaps the biggest challenge. All AI developments require significant investment in time and money, both scarce commodities across an already under-pressure sector. We know from our annual COEx Survey that many in the sector are struggling to keep up with technological change, with digital and IT infrastructure being identified as a major risk. But, with a workforce that describes itself as “on a Hamster Wheel” , it’s incredibly difficult to find space to work on any new development, especially those where many don’t feel equipped with the expertise or knowledge needed. This creates a genuine fear that organisations unable to invest in AI will be left behind, potentially exacerbating existing inequalities in service provision. Some worry that AI developments could exclude people who lack digital literacy or access to technology, potentially creating new barriers to justice. Others argue that AI can actually improve accessibility by offering 24/7 availability, multiple language support, and the ability to handle routine enquiries efficiently, freeing up human advisers for more complex cases. It’s a clear demonstration that this isn’t a ‘one size fits all’ situation.
Data security concerns are particularly acute given the sensitive nature of legal information and recent cyber-attacks on organisations like the Legal Aid Agency. The sector handles highly confidential client data, making security breaches potentially catastrophic for both organisations and the individuals they serve.
The rapid pace of AI development adds another layer of complexity. Many organisations struggle to keep up with technological advances, making it difficult to make informed decisions about which tools to adopt and when.
Perhaps most troubling is the concern that AI developments might be used to justify further cuts to legal aid funding. If AI can supposedly deliver services more efficiently, will this become a rationale for reducing human resources and overall sector funding?
Despite these concerns, there are genuinely exciting projects emerging. Innovative organisations are developing AI tools for legal document analysis, client screening, and personalised legal guidance, demonstrating the technology’s potential to enhance rather than replace human expertise.
The Funder Perspective
Funders share many of the sector’s concerns, particularly around rapid technological change and data security. However, they often have slightly more resources to dedicate to understanding and evaluating AI developments.
Many funders are focusing on improving applicant experience, recognising that AI can help organisations become more responsive and accessible, which is hopefully good news for the free legal advice sector, where trusts and foundations make up a rapidly increasing proportion of its income. They also acknowledge AI’s potential for internal efficiencies, from grant processing to impact measurement.
The Institute for Voluntary Action Research (IVAR) has highlighted how the voluntary sector more broadly is navigating these technological changes, emphasising the importance of values-led approaches to AI adoption. Similarly, CAST has been exploring how social purpose organisations can harness technology effectively while maintaining their core mission and values. The work of both organisations is definitely worth a look, whether you are just starting out or trying to navigate your way through those early stages of AI exploration.
Finding the Right Approach
The key to successful AI adoption in the free legal advice sector lies in identifying specific problems that AI can help solve, rather than adopting technology for its own sake. This problem-first approach ensures that AI serves genuine needs rather than creating solutions in search of problems.
It’s natural for the sector to be wary of change. Legal advice organisations have built their reputation on reliability, accuracy, and trust – qualities that can seem at odds with AI’s probabilistic nature. For a sector that operates on rights and wrongs, embracing something more unknown, fluid and nuanced requires a significant mindset shift.
But here’s the thing, AI doesn’t need to be perfect to be useful. It needs to be good enough to handle routine tasks, flag potential issues, and support human decision-making. The goal isn’t to replace human judgment but to augment it.
Moving forward, the sector, like the wider voluntary sector around it, needs to develop AI literacy, establish clear ethical guidelines, and create collaborative approaches to technology adoption. This might involve sector-wide initiatives to share costs and expertise, ensuring that smaller organisations aren’t left behind.
Conclusion
AI presents both opportunities and challenges for the free legal advice sector. While concerns about data security, digital exclusion, and resource constraints are valid, the technology also offers genuine potential to improve accessibility and efficiency.
The sector’s cautious approach is understandable and probably wise. However, complete inaction risks creating the very inequalities that many fear AI might cause. The path forward requires thoughtful experimentation, collaborative learning, and a commitment to ensuring that AI serves the sector’s core mission of providing accessible legal advice to those who need it most.
Success will depend on maintaining focus on human needs while embracing technology’s potential to meet them more effectively. The goal isn’t to choose between human and artificial intelligence, but to find ways for them to work together in service of justice.
This blog was created with the assistance of artificial intelligence (AI). The blog may be updated or revised without notice.