How Law Firms Can Support Clients Who Use ChatGPT Before Hiring an Attorney
More and more clients are doing their own legal research before they ever talk to a lawyer. Instead of just turning to Google, they’re now using tools like ChatGPT to figure things out on their own. By the time they walk into your office, they might already have a plan in mind based on what the AI told them.
That doesn’t mean your role as a lawyer is less important. It makes your role even more critical. You’re the one who connects the dots, clears up confusion, and helps people make smart decisions based on how the law works for their situation.
This article is for attorneys and law firm leaders who want to talk about how to adapt to this shift in client behavior and communication. It’s also for the firms who are ready to lean into this and make it work for them, instead of trying to fight it or ignore it.
You might also like this article by the American Bar Association: Legal ChatGPT: Tips, Prompts, and Use Cases
Listen to Texas Law Talk Radio – Featuring Great Guests – Also the Home of the Power 5 Podcast
The Reality: Clients Are Showing Up With AI Notes
We’ve all had the client who walks in and says, “I asked ChatGPT, and it said…” Sometimes what they share isn’t totally off base. But a lot of times, it’s missing key details, or it doesn’t apply to their case at all. That’s where you step in to guide the conversation.
Real Example:
A client facing a child custody case in Texas might come in and say, “ChatGPT told me I can get 50/50 custody because that’s the law in Texas.” That sounds simple, but it’s not accurate in practice. It’s up to the court to decide based on the child’s best interests. You might have to walk that client back from an assumption and reframe their expectations in a way that builds trust, not tension.
Tip 1: Make It Clear What You Do That ChatGPT Can’t
AI can give people general information. What it can’t do is apply that information to real life with the care and attention only a human lawyer can offer. Clients might not know that until you tell them.
What you might say:
“I’m glad you came in with questions. Tools like ChatGPT can help people understand the basics. Now we can look at your unique situation and figure out what fits.”
How to put this into action:
Update your email scripts, intake forms, and website to include a note about AI tools. Let people know it’s okay if they’ve used them, and then explain how your job picks up where AI stops.
Tip 2: Adjust Your Intake to Capture What the Client Already Knows
If someone walks in with AI-generated notes, ask if they want to share them. You don’t need to read every line, but getting a sense of what they think they know helps you avoid confusion and wasted time.
Easy way to do this:
Add a question to your intake forms:
“Have you used ChatGPT or any other tool to learn about your legal issue? If so, feel free to share what you’ve found.”
Why it helps:
You get a preview of the client’s mindset, and they feel seen and heard. Plus, it shows that you’re not threatened by AI. You’re prepared for it.
Tip 3: Guide the Conversation With Calm Confidence
The goal isn’t to out-argue ChatGPT. The goal is to be the one who explains what’s useful, what’s off, and what matters most in your jurisdiction or courtroom. That’s what people want—a real person they can trust to help them make the best call.
What you might say:
“That’s a fair question, and I know it’s something people want quick answers to. The reality is, the law isn’t one-size-fits-all. Let’s go through what applies to your case.”
Tip 4: Make Your Website Part of the Conversation
If people are using ChatGPT before calling your office, your website should be a helpful follow-up step. That’s your chance to reinforce the idea that while AI is a tool, legal judgment comes from real lawyers.
Example copy for your site:
“Used ChatGPT to learn more about your legal issue? That’s a smart move. Now let’s talk about what applies to your situation, because the law is personal and every case is different.”
Blog post ideas:
- “Here’s What ChatGPT Gets Right and Wrong About Texas Family Law”
- “Why Legal Advice Still Needs a Human Touch”
- “What to Know Before You Trust AI With Your Legal Questions”
Tip 5: Talk With Your Team About How to Handle AI-Educated Clients
Everyone in your firm—from reception to associate attorneys—needs to know how to talk to clients who reference ChatGPT. This is a great topic for a team lunch or internal meeting. The goal is to set a consistent tone across the firm.
Questions to ask your team:
- How do we want to respond when a client says, “ChatGPT told me…”?
- Do we want to include language in our intake forms or emails about AI use?
- What role will AI play inside our firm, and how do we balance that with the value of what we do?
You Are Still the Authority, Even When Clients Do Their Own Research
There’s no going back to the days when clients showed up with zero information. But that doesn’t mean they don’t need you. It just means the conversation starts from a different place.
Your role as a lawyer is to help them connect their questions to the law as it applies to their life. AI can’t do that. But you can.
The firms that win in this new era will be the ones that welcome these conversations, not avoid them. They’ll show clients that being informed is a good thing, but real legal support comes from people who listen, understand, and know how to apply the law where it counts.
If your firm isn’t having this conversation yet, now is the time to start.
Need Content Marketing? Use Lone Star Content Marketing!
Affordable Monthly Plans with a complete array of Marketing, Branding, and Copywriting Services.