Language barriers slow cases, increase call volume, and leave clients anxious. In the U.S., about 1 in 5 people speak a language other than English at home, which means many clients will better understand, and appreciate, updates in their preferred language.
This post shows what you can safely automate today with AI: proactive case updates and firm‑approved FAQs in multiple languages without promising features we don’t have yet. (For the broader strategy, read our guide on how AI client communication is changing the modern law firm.)
What “multilingual AI” should (and shouldn’t) do in a law firm
Your goal isn’t literary translation; it’s clear, consistent communication so clients know what’s happening and what to expect. Modern AI translation can help draft plain‑language updates and FAQ answers, but human oversight remains critical—especially for nuance, idioms, and anything that might be construed as legal advice. The Stanford Legal Design Lab’s recent work on AI + language access makes this point directly: use AI to reduce friction but keep review and guardrails.
Bottom line for today:
- Client IQ can send firm‑approved templates (updates + FAQs) in the languages you provide and approve.
- For new languages, you can use an AI translator to draft, then have bilingual staff review and save the approved version.
- For sensitive or ambiguous messages, escalate to a human.
Five multilingual workflows you can run now
1) “No‑Change” check‑ins in the client’s language
When nothing moved this week, say so—clearly and predictably.
English template
“Hi [First Name]—quick check‑in on [Case Name]. No changes this week. Next step: we’re waiting on records from [Provider]. I’ll update you by next Friday.”
Spanish template (review locally)
“Hola [Nombre]: actualización rápida sobre [Caso]. No hay cambios esta semana. Próximo paso: estamos esperando los registros de [Proveedor]. Te actualizo antes del viernes.”
2) Milestone summaries
When a record arrives or a hearing is set, send a short, plain‑language summary with what’s next and expected timing.
English
“Update on [Case Name]: we received your medical records. Next, an attorney reviews them (about 5–7 business days). I’ll share findings and next actions by [Date].”
Spanish
“Actualización de [Caso]: recibimos sus registros médicos. El próximo paso es la revisión por un abogado (aprox. 5–7 días hábiles). Le enviaremos los siguientes pasos antes de [Fecha].”
3) Phase explainers as FAQs (“What happens next?”)
Many questions are about sequence (“Discovery,” “Negotiation,” “Case closure”). Save these as short FAQs per language.
FAQ (English)
Q: “What happens during discovery?”
A: “Both sides exchange information and documents. You may receive requests to answer. Typical timing: 30–60 days.”
FAQ (Spanish)
P: “¿Qué pasa durante el ‘descubrimiento’ (discovery)?”
R: “Ambas partes intercambian información y documentos. Es posible que reciba solicitudes para responder. Tiempo estimado: 30–60 días.”
4) Event prep checklists as FAQs (consults, depos, hearings)
Turn “What do I bring?” into short checklists per language.
English
“Deposition tomorrow at 9:00 AM. Bring photo ID. Arrive 15 minutes early. Answer only what’s asked—we’ll talk beforehand.”
Spanish
“Declaración mañana a las 9:00 a. m. Traiga una identificación con foto. Llegue 15 minutos antes. Responda solo lo que le pregunten—hablaremos antes.”
5) Bilingual acknowledgments + human escalation
If a client writes a complex question, the bot can acknowledge in their language and route a human.
English
“I’m looping in your attorney for this one. You’ll hear from us today.”
Spanish
“Voy a incluir a su abogado para esta pregunta. Le contactaremos hoy.”
(These acknowledgments stay within “communication,” not legal advice—consistent with ABA guidance that lawyers must supervise technology and ensure clarity with clients.) LawSites
Guardrails that keep you compliant (and confident)
Supervision & disclosure: ABA Formal Opinion 512 (2024) reminds lawyers to ensure competence, confidentiality, and supervision when using AI tools. Be transparent that routine messages may be system‑assisted and provide a quick path to a human. LawSites
Plain language > legalese: Short, concrete sentences translate better and reduce ambiguity—even for English speakers. (This also echoes usability research and the Stanford access‑to‑justice guidance on human oversight.) Justice Innovation
Not legal advice: Templates should avoid analysis or recommendations. If a client asks a legal question, escalate.
Version control: Save approved bilingual templates in Client IQ. Don’t rely on just‑in‑time raw machine output for sensitive messages.
Cultural nuance: Prefer vetted terminology (e.g., “audiencia” vs. “comparecencia” depending on region). Ask bilingual staff to finalize phrasing.
One-week rollout plan
Day 1–2: Choose top language(s) (e.g., Spanish) + list your top 25 FAQs and 4–6 update templates (no‑change, records received, hearing set, settlement in review).
Day 3: Draft translations using an AI translator as a starting point → bilingual review → save “approved” versions.
Day 4: Set each client’s “preferred language” field in your CRM/spreadsheet; in Client IQ, send the matching template.
Day 5: Add an escalation rule: out‑of‑scope keywords (settlement numbers, strategy, complaints) → human review.
Day 6–7: Pilot with 8–10 clients; measure drop in “status” calls and faster acknowledgments.
Why this matters: serving clients in their preferred language directly addresses a real market—22% of U.S. residents speak a non‑English language at home—and lowers the friction that causes long, back‑and‑forth calls. Census.gov
What Client IQ does
- Send proactive case updates in the approved language versions you provide.
- Answer firm‑approved FAQs in those same language versions.
- Escalate outside the approved knowledge base to a human.
- Log messages for auditability.
If you want, we’ll help convert your English templates into Spanish (or another language), coordinate bilingual review, and load them so you can start sending updates the same week.
Conclusion
Multilingual AI isn’t about replacing human judgment—it’s about removing friction so clients understand their case in the language they use at home. Start with updates and FAQs, keep your templates plain and approved, and add human review where it counts. You’ll reduce long‑tail conversations and make clients feel genuinely cared for.
Mini‑FAQ
What is multilingual AI for law firms?
Multilingual AI for law firms uses software to send bilingual or multilingual client updates and deliver law‑firm‑approved FAQ answers in a client’s preferred language—improving clarity without replacing attorney judgment.
Is AI translation accurate enough for legal client communication?
It can be useful for routine communication (status updates, checklists, definitions) when paired with human review. Research on AI and language access in legal settings stresses keeping oversight and clear standards. Justice Innovation
How do we send Spanish client updates with Client IQ?
Create approved Spanish templates for your most common updates (no‑change, records received, hearing set) and FAQs. Save them in Client IQ and send by selecting the Spanish version for clients who prefer it.
Does multilingual AI comply with ethics rules?
Yes—when supervised and transparent. The ABA’s Formal Opinion 512 (2024) highlights duties of competence, confidentiality, and supervision for any AI tool used in practice. LawSites
Why focus on multilingual communication now?
Because a significant share of U.S. clients speak a language other than English at home. Serving them in their preferred language reduces anxiety and inbound calls while improving satisfaction. Census.gov