Survey finds 89% prefer a person at law-firm intake

On September 9, LawSites published LEX Reception’s OnePoll survey of 6,000 respondents, in which 89% said they preferred a person to AI when contacting a law firm, up from 84% in October 2025. One-third said they would hang up if connected to AI, while reported trust that AI would handle a law-firm inquiry correctly fell from 35% to 32%. For CRM and experience teams, the results support automating transcription, triage and routing behind a human-facing service rather than assuming prospective clients will accept an autonomous front door. The study was commissioned by a human answering-service provider and the published page does not include the full survey instrument or sampling details, so the percentages should be treated as directional client research.