Reuters: Law Firms' AI Communications Gap Is a Client Relationship Risk

Kerry Guaragno of Group Gordon, writing in Reuters on July 1, identified a critical gap in how law firms are approaching their AI investments: the communication strategy. Firms are making significant AI platform investments but have not built the messaging infrastructure to explain pricing implications, data handling practices, or error protocols to clients and staff. The key client concerns identified are pricing (will AI efficiency reduce client costs or increase firm margins?), quality control (who is responsible when AI-assisted work is wrong?), and confidentiality (what specifically happens to client matter data?). The piece argues that firms that proactively address these questions — before clients ask — will have a trust advantage over those waiting to react to incidents. For managing partners and CMOs, the communication gap is both a business development risk and a reputational one: with AI-related filing errors now appearing in over a thousand US court filings, the question of "what is your error protocol?" is moving from a due diligence nicety to a standard client inquiry.