Short answer: a legal answering service puts a person on the line, usually with a general script, and often bills per minute or per call. An AI receptionist answers in about a second, day or night, runs your own intake script, replies to web leads and bills a flat monthly fee. If you want a human voice on every call, choose a service. If you want speed, your own script and web lead follow-up, choose AI. Many firms use AI first and send urgent calls to a person.
Marson Labs runs AI receptionists for law firms, so weigh that.
Side by side
| Compared on | Legal answering service | AI receptionist |
|---|---|---|
| Who answers | A person | An AI that never pretends to be a person |
| Answer speed | Can depend on the queue | About a second |
| Script | Often general | Your firm's script, approved by you |
| Web form leads | Usually not | Replied to in seconds |
| Callbacks | Varies | Calls back people who asked, with consent |
| Records | Varies | Recording, transcript and summary of every call |
| Pricing model | Often per minute or per call | Flat monthly fee |
When a human answering service makes sense
Firms whose callers expect a person every time, or that get few calls after hours, may prefer a human service. Ask how fast they answer at peak times and whether they use your intake questions.
When an AI receptionist makes sense
Firms that miss calls at night, on weekends or when lines are busy, and firms with web form leads that wait until morning. In Clio's 2024 secret-shopper test, only 40% of firms answered the phone. The AI answers at once, asks your questions and books the consult.
What to ask any provider
- How fast do you answer at 8 PM on a Friday?
- Do you use our intake script, and can we approve it?
- Do you run a conflict check before case details?
- Do we get a recording or transcript of every call?
- How do you bill: per minute, per call or flat?
Questions
Will callers know it is an AI?
Ours never pretends to be a person. Callbacks say it is an AI, anyone who asks is told, and your attorneys choose whether answered calls say it too.
Can an AI receptionist transfer to a person?
Yes on some plans. Otherwise it takes a message and alerts the team.
Do answering services handle web leads?
Usually not. Most only answer phone calls.