LSB Finds an Expectation-Reality Gap Around Consumer Legal AI

Legal Services Board research found consumers generally support legal AI, with around three-quarters believing it could make services easier, cheaper and more accessible. But consumers also drew five red lines: accuracy guarantees, no consequential action without prior informed consent, human oversight and transparency, accountability for harm, and no compromise on safety. The UK legal AI market now has a consumer trust problem to solve alongside a productivity opportunity. Providers serving individuals and small businesses will need safety, human handoff and accountability built into the product experience.