GenAI in the legal industry: Navigating the new frontier
Q&A with Joseph Turner, Senior Solutions Engineer at Conduent:
GenAI made a big splash in 2024. For the legal industry, when implemented correctly, GenAI can help with everything from automating eDiscovery to streamlining document management with instant summarization and indexing. To help make sense of how GenAI can best be leveraged for legal organizations, we spoke to Conduent’s own Senior Solutions Engineer, Joseph Turner, who specializes in the integration of advanced AI solutions in the legal industry.
Q: What are your thoughts on GenAI use by corporate legal teams and law firms?
Historically, legal professionals were conservative in the adoption of new technologies, but GenAI has ushered in a much faster adoption rate. We talk to both firms and corporate legal teams daily who are exploring the potential of GenAI throughout the EDRM (Electronic Discovery Reference Model).
A survey by Thomson Reuters found that 72% of legal respondents believe AI to be a force of good in their profession.
Q: What trends are you seeing in the adoption of cloud technology?
Before COVID, the legal industry was somewhat hesitant to embrace the cloud. There was a concern about data security and many firms were just more comfortable with on-prem systems. But when the pandemic hit, firms were forced into remote work. There was no other choice. They had to adapt. And what we saw was that once firms embraced the cloud, the benefits became clear. The ability to securely store and access data remotely wasn't just a convenience — it became a necessity.
Q: Despite a historically slow adoption rate, legal teams have quickly adapted to GenAI. What’s primarily driving that change in mindset?
While the legal industry has come a long way in adopting technology, some legal teams remain risk-averse, often waiting until a tool is fully proven before jumping in. But now, with GenAI demonstrating value in everyday life — through smart devices, chatbots and digital assistants — legal teams are shifting their approach. Instead of simply getting comfortable with new technology, they’re asking: “How can we use this to improve our work?” GenAI is no longer just about solving specific problems, it’s about enhancing existing processes and unlocking new efficiencies.
At Conduent, we’re seeing that shift in real-time. Instead of clients coming to us with a "Here’s the problem we need to solve," we’re now getting asked, "How can GenAI make this better?" There’s this clear expectation — GenAI is no longer a luxury. It’s expected. Firms want to see how GenAI can be integrated into their workflows, especially when it comes to things like eDiscovery, where speed, accuracy and efficiency are critical.
Q: How does a shift from problem-solving to optimization impact your approach at Conduent?
At Conduent, we’ve always prided ourselves on leveraging great technology and solid processes. And now, with GenAI in the picture, it’s not just about solving an existing problem, it’s about taking what we already do well and making it even better. We’re looking at every part of the EDRM lifecycle and asking ourselves how it can be enhanced. We’re using GenAI to speed up data processing, improve predictive analytics for document review and even automate aspects of the discovery process that used to take hours or days, such as creating a privileged log. What once required extensive manual effort can now be streamlined, reducing turnaround time and increasing accuracy.
What’s fascinating is that GenAI is not just about automating repetitive tasks, it’s about enhancing decision-making. It can help legal teams make smarter, data-driven decisions more quickly, which is crucial in the fast-paced world of eDiscovery.
Q: Legal professionals are traditionally focused on billing hours, and GenAI has the potential to speed things up. How do you think that will impact the legal industry?
GenAI has the potential to revolutionize the legal industry by accelerating many tasks, such as document review, case analysis, and data triage. This increased efficiency will allow law firms to focus on higher-value tasks that require deep legal expertise. As a result, lawyers can dedicate more time to strategic legal work, leading to better client outcomes. Ultimately, GenAI enables legal professionals to achieve more in less time, allowing them to prioritize the most critical aspects of their work and enhance the quality of service they provide.
Conduent is always thinking about how we can use GenAI to improve processes that are already in place— not just automating but improving the overall quality and efficiency of legal operations.
Q: As legal teams integrate GenAI into their workflows, what key considerations should they keep in mind?
At Conduent, we’re proud to be at the forefront, helping our clients not just keep up with these changes, but lead them. While GenAI presents exciting opportunities, it’s crucial to approach adoption responsibly. Security, accuracy and cost remain top considerations. Legal teams need to ensure that AI-driven insights are reliable, that sensitive data is protected and that investments in technology deliver real value. By taking a thoughtful, strategic approach, legal teams can harness GenAI’s power while mitigating risks and ensuring defensible, efficient processes.
To learn more about best practices for implementing GenAI for your legal organization, access our latest white paper: Unlocking success with GenAI, which details how to set realistic, measurable goals that maximize your return on investment.