AI Intake Chatbots for Law Firms

An intake chatbot does the first part of what a receptionist or intake specialist does. It greets the visitor, asks what kind of problem they have, collects contact details and key facts, checks whether the matter fits the firm's practice areas, and passes a summary to staff or a lawyer. Current tools add a language model to the conversation so it feels less like a form, often built into client relationship or practice management software. The legal risks come from professional conduct rules. ABA Model Rule 1.18 gives prospective clients confidentiality protections even if the firm never takes the case. If a firm receives information that could significantly harm a prospective client whose interests are adverse to an existing client, the firm can be disqualified from that existing client's matter. Good intake bots therefore collect party names first, run a conflict check, and only then ask for detailed facts. The second risk is giving legal advice. A bot that tells a visitor they have a strong case or should reject a settlement is doing what a lawyer does, and that raises unauthorized-practice and liability concerns. It could also lead the visitor to believe a lawyer-client relationship exists. Disclaimers help, but they are not enough on their own. The conversation design has to steer the bot away from assessing the person's specific situation. Third, Model Rule 7.1 prohibits misleading communications about a lawyer's services, so a bot should not present itself as a lawyer or as a human. Some jurisdictions also have bot-disclosure laws. California's SB 1001, effective in 2019, requires disclosure of bots in certain commercial and political interactions. A common misconception is that a bot can turn people away quietly. When the firm declines a matter, it should still send a clear non-engagement message, particularly because the person may be close to a filing deadline.