How Legal Firms Are Using AI to Drive Efficiency in Client Communications

In legal and professional services, client communications are core to business. Every call, every word and every decision matters. But with increasing demands on time, compliance pressure and a growing focus on delivering more value with fewer resources, the way firms manage these calls is evolving.

At RDS, we’ve been working with legal and professional services businesses to implement AI-driven communication solutions that automate the heavy lifting. This means your teams can stay focused on high-value work without compromising on compliance or client service.

The Power of AI Call Transcription for Legal Workflows

Here’s how it works in practice: A fee-earner joins a call with a client. There’s no need to take notes or recap later. Instead, the conversation is automatically transcribed, securely tagged to the client record and logged into your case management system, complete with time captured for billing purposes. This is no longer optional. It’s now an achievable, business-ready solution.

Firms adopting it are already seeing measurable gains in:

• Time saved by automating transcription and documentation
• Improved billing accuracy by tracking time and output directly
• Client satisfaction due to faster response times and better documentation
• Enhanced data visibility, making internal collaboration faster and easier

Smart Call Handling from the Start

A truly intelligent solution begins before the conversation even starts. With AI-enabled telecoms platforms, you can now manage inbound calls with greater efficiency and control.

For example:

• Calls can be intelligently routed based on caller identity, case type, or urgency
• Virtual receptionists or smart IVR systems can handle routine queries, freeing up staff time
• Clients can be automatically prompted to confirm key information before speaking to a lawyer
• Call context and history can be pulled up in real time, meaning no time is wasted searching systems

It’s all about making every second on the phone count, whether that’s reducing hold times, gathering upfront data or seamlessly moving a call from switchboard to solicitor.

Keeping Compliance Front and Centre

As with any legal tech innovation, compliance isn’t optional. It’s essential. That’s why the AI solutions we deploy are designed with governance in mind.

• Call recordings and transcripts are encrypted, stored securely and fully auditable
• Transcripts can be retained according to your document retention and regulatory policies
• Consent mechanisms can be integrated at the start of calls to protect legal privilege and comply with GDPR
• Data can be ring fenced per client or matter, ensuring correct access controls are always maintained

We help clients build processes that are not only efficient, but defensible – because in law, detail and documentation matter.

Real Business Value, Not Just Tech for Tech’s Sake

The end goal of all of this? To help you work smarter, serve better and protect your time. Our clients in legal and professional services are saving hours, improving billing accuracy and staying audit-ready – all while keeping client experience front and centre.

Whether it’s by reducing admin, improving billing efficiency or ensuring watertight records for audit or litigation readiness, AI-powered call management is becoming a cornerstone of modern legal IT.

Why RDS?

With over 35 years’ experience delivering managed IT and communication services to the professional sector, RDS understands the pressures legal firms face. We design, deliver and support fully integrated communication solutions, combining AI, automation and compliance best practice, tailored to your case management systems, billing processes and internal workflows.

If you’re exploring how to get more value from your telecoms platform, let’s talk.