Clients Want AI Convenience, but Only With a Clear Human Escape Hatch
Research commissioned by Moneypenny found consumers were less confident than law-firm leaders about AI-led interactions unless they could switch to a real person at any point.
BY TRANSATLANTIC DESK · JUNE 17, 2026 · 1 MIN READ
Research commissioned by Moneypenny found consumers were less confident than law-firm leaders about AI-led interactions unless they could switch to a real person at any point. Fewer than six in 10 consumers believed AI dealt with general enquiries efficiently, compared with eight in 10 leaders, and only a quarter of consumers said AI met expectations well overall. Client-facing AI is becoming a CX design issue, not just a tech question. The winning model may be automated first response with visible progress, simple communication and immediate human escalation.