Most firms want to “do AI,” but the fastest ROI comes from one simple place: client communication. You don’t need a lab or a data team—just a reliable way to send proactive case updates and answer firm‑approved FAQs so clients feel informed without constant phone calls.
(For the full strategy, see our guide on how AI client communication is changing the modern law firm.)
Why start with updates and FAQs?
Responsiveness and clear communication are among the top reasons clients hire and retain law firms—data that shows up year after year in industry research. If you deliver predictable updates in plain English, call volume drops and satisfaction rises. Clio
Below are five practical workflows you can run today with Client IQ’s current capabilities: a bot that sends case updates and answers FAQs using content your firm approves. No promises we can’t keep.
1. “No‑Change” Check‑Ins (Proactive Case Updates)
Even when nothing moves, clients want to know you haven’t forgotten them. A short “no‑change” message prevents the “any update?” calls.
How to do it with Client IQ today
- Draft 2–3 short templates (weekly or biweekly).
- Batch‑send to active clients by matter type (PI, immigration, family).
- Keep it human and specific about what’s next.
Template
“Hi [First Name]—quick check‑in on [Case Name]. No changes this week. Next step: awaiting records from [Provider]. I’ll update you by next Friday or sooner if anything moves.”
2. Milestone Summaries (Manual Trigger)
When something does change (records received, hearing scheduled, demand sent), send a simple summary so clients don’t need to call.
How to do it with Client IQ today
- Create one template per milestone you commonly reach.
- When the event happens, paste in the specifics and send the text.
Template
“Update on [Case Name]: we received your medical records today. Next, an attorney reviews them (about 5–7 business days). I’ll share findings and next actions by [Date].”
3. “What Happens Next?” Micro-Updates
Drafting templates still consumes huge amounts of lawyer time. Generative AI now allows Clients often ask for the sequence: what happens this month, next month, and why it takes time. A short “phase explainer” reduces repeat calls.
How to do it with Client IQ today
- Write 3–5 phase blurbs per practice area (e.g., “Discovery,” “Negotiation”).
- Send them as short updates at the start of each phase.
Template
“You’re entering discovery. That means both sides exchange information. Expect document requests and possibly interrogatories. Typical timing: 30–60 days.”
4. Plain-English Explainer Library (FAQs)
Turn your top 25–30 questions into clear, firm‑approved answers your bot can deliver 24/7. Plain language helps experts and non‑experts alike—don’t write in legalese. Nielsen Norman Group
How to do it with Client IQ today
- Start with definitions (“What is discovery?”), timelines, fees, how to send docs, portal access, etc.
- Keep answers short, direct, and action‑oriented.
- Review monthly and add new answers based on real client questions.
FAQ example
Q: “What does ‘subrogation’ mean in my PI case?”
A: “It’s when your health insurer asks to be repaid from your settlement for bills they covered. We’ll review the amounts and discuss before any final decisions.”
5. Prep & Checklist FAQs (Consults, Depositions, Hearings)
Many calls boil down to “What do I bring?” and “How do I prepare?” Make those answers on‑demand via FAQs.
How to do it with Client IQ today
- Create a short checklist FAQ for each common event.
- Send as a quick update the day before, or let clients ask and receive the answer instantly.
FAQ example
Q: “How do I prepare for my deposition?”
A: “Bring a photo ID, arrive 15 minutes early, and answer only what’s asked. It’s normal to be nervous—we’ll speak beforehand to review the process.”
Ethics and tone (what to tell clients)
Transparency: Let clients know routine messages may be sent by an assistant that uses AI, and that they can always ask for a human.
Boundaries: Your bot should use approved information and avoid legal advice—save that for an attorney conversation.
Professional duties: ABA Formal Opinion 512 reminds lawyers to supervise technology, protect client information, and ensure competence when using AI tools. Build those habits from day one. LawNext
Getting started this week (light lift)
List your top 20 FAQs + 4–6 update templates (no‑change, records received, hearing set, settlement in review).
Write in plain English with “what’s next” and an expected timeline. Nielsen Norman Group
Load into Client IQ and start with 8–10 active clients.
Track two signals: fewer “status” calls and faster client acknowledgments.
Conclusion
You don’t need an all‑singing, all‑dancing AI platform to make a real impact. If you proactively send case updates and answer FAQs with clarity and consistency, clients feel informed and your team gets its deep‑work time back.
Want examples tailored to your practice area? We’ll help you turn your top FAQs and status messages into clear, client‑friendly templates you can use immediately with Client IQ.
FAQs
What is AI client communication for law firms?
It’s the use of software to send automated legal client updates and deliver law‑firm‑approved answers to common questions via a simple bot. For most firms, starting with case status updates and an FAQ bot provides immediate value.
Are automated legal client updates ethical?
Yes—when supervised by a lawyer and limited to approved information. The ABA’s Formal Opinion 512 advises lawyers to ensure competence, confidentiality, and oversight when using AI in practice. LawNext
What should a law firm include in an AI FAQ bot?
Start with definitions (e.g., discovery, subrogation), timelines, billing basics, how to share documents, and “what happens next” in your common matters. Use plain language and keep answers short. Nielsen Norman Group
How often should we send automated client updates?
Pick a predictable cadence—weekly or biweekly for high‑touch matters (PI, immigration, family). Send a no‑change check‑in if nothing moved; clients value predictability more than length.
Will a law firm AI chatbot replace paralegals or attorneys?
No. A focused law firm FAQ bot handles repetitive questions and routine status updates so your team can focus on analysis, drafting, and client conversations that require judgment.