​Last week, CoLegal hosted a panel discussion unpacking the real-time impact of AI and legal tech on support roles across the legal profession. Hosted by Simone Macdonald, the session brought together Lisa Bycroft (Practice Manager at Simpson Western), Jordan Cole (COO at BDO), and Jenna Walters (GM at Streamlined Litigation Support) for an honest, practical conversation on what’s happening in firms right now.

Where firms are at

Simpson Western recently transitioned to a new practice management system and is taking a measured approach to AI adoption, focusing first on system stability and meaningful automation gains. Similarly, BDO is rolling out AI in two streams: one focused on improving client value, the other on driving internal efficiency. Notably, client reports, a job which once took hours can now be turned around in just 30 seconds.

Rethinking roles, not removing them

A common concern is that AI will eliminate legal support roles. The panel made it clear: support roles are evolving, not disappearing. Fewer people may be needed, but the roles themselves are becoming more complex and valuable, often sitting at the intersection of tech and legal process. As Lisa put it, “It’s about taking out the bottom rung of repetitive tasks, freeing people up for more meaningful work."

The skills that matter now

The consistent message (and we’ve all heard it before): AI won’t replace people, it will replace people who don’t use AI. For legal support professionals, tech fluency is no longer optional. Staying curious, speaking up when something’s not working, and engaging early with new tools will be key to long-term relevance and success.

Implementation in practice

Firms that are making progress with AI adoption are doing it through small, structured steps:

• Identifying internal champions who are both tech-literate and sceptical, they make the best testers and realists.

• Running lunch-and-learn sessions across offices to share practical use cases.

• Incorporating AI tools into team meetings and building in training windows for experimentation and feedback.

Confidentiality training, particularly around tools like Copilot, is also proving essential to build trust and safeguard client information. Jenna, from SLS highlighted the individual benefits of embracing tech and AI, as well as encouraged the audience to seek out podcasts and free AI training courses that can be found in LinkedIn and other platforms to increase their tech literacy and understanding.

Evolving the support function

Legal support roles are already expanding. At some firms, admins are taking ownership of billing automation, onboarding new joiners with tech training, and becoming the interface between legal teams and IT. Jordan explained that it is important to ensure the role design encompasses the ideal tasks needing to be delivered, which will allow Legal Support team members to step into broader operational roles, spanning BD, events, and client engagement.

The challenges still ahead

Time remains the biggest blocker to AI adoption, ironically, given AI’s promise to save time. Security concerns are also pushing firms towards internally hosted solutions over tools like ChatGPT. And while many tools show promise, there’s broad recognition that much of the current AI landscape may be obsolete within 18 months.

Most importantly, there’s a shared understanding that while AI is a powerful tool, it’s not yet a client preference. Jordan shared that just 3% of BDO clients opt for AI-generated contracts, despite the potential cost savings, realising that, as humans, we will always want to deal with humans.

The future of legal support isn’t about replacement, it’s about reinvention. AI is creating new opportunities for those willing to lean in, stay curious, and adapt. The firms and individuals who embrace this shift early will be the ones shaping what’s next.

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View the full discussion here: https://youtu.be/HQFgCrL2k98

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