Ending the week with some big ideas.
In Business Insider, a consultant who assists law firms in selecting software warns that the legal technology sector may be facing an impending bubble. Zach Abramowitz, founder of Killer Whale Strategies, noted that while many law firms are currently testing various legal tech products, this surge in revenue could be misleading, as most of these trials are pilot programs rather than long-term commitments. With a significant increase in funding and the emergence of successful startups, the legal tech market is attracting considerable attention. However, Abramowitz cautions that in the next 12 to 18 months, firms will consolidate their choices around a few top-performing technologies, leaving less successful vendors at risk of declining revenues. Additionally, Rick Zullo, a software investor, highlighted concerns that if all companies in the sector are performing well, it could indicate a lack of competitive differentiation, potentially signaling trouble ahead for the industry.
In Information Week, Matt Aslett, director of research at the technology advisory firm Information Services Group, warns that users should be vigilant, as these models are designed to replicate content rather than ensure factual accuracy. Aslett emphasizes the importance of verifying the output generated by GenAI, which lacks semantic understanding and can produce misleading information. Documented instances of GenAI errors include chatbots providing incorrect customer information and lawyers facing penalties for submitting filings with fabricated legal cases. To mitigate these risks, enterprises are encouraged to adopt comprehensive validation processes and governance frameworks to help identify and correct inaccuracies in GenAI outputs. In light of these challenges, experts suggest improving GenAI accuracy through methods such as specialized training and prompt engineering, while also advocating for automated reasoning to enhance correctness in generated content.
And it’s fun to revisit the idea of AI in the drive-thru. Fast food chains are rapidly modernizing their drive-thru services with artificial intelligence, yet a recent survey reveals that most Americans still prefer ordering from a human. According to a YouGov survey conducted in January 2025, 55 percent of respondents expressed a preference for speaking to a person at the drive-thru, while only 4 percent indicated they would rather use an automated system. While companies like Wendy’s and Taco Bell are advancing their AI initiatives, customer trust in these technologies remains low. For instance, McDonald’s recently ended its AI drive-thru trial after receiving negative feedback regarding order accuracy and customer experience. Despite the push toward automation, the data shows that many customers still value the personal interaction that comes with ordering from a human being.
Why do we care?
The legal sector’s experimentation with tech mirrors what we’ve seen across industries: a rush to try tools without long-term commitment. The surge in vendor activity, investor enthusiasm, and short-term revenue might feel like traction, but Zach Abramowitz’s warning points to a coming correction. The consolidation phase he predicts is where many vendors will hit a wall—and so will the MSPs and IT consultants who backed the wrong horse.
Matt Aslett’s warning about GenAI hallucinations isn’t new, but his emphasis on systematic governance deserves amplification. If your clients are experimenting with ChatGPT, Copilot, or legal tech tools powered by GenAI, you can no longer ignore validation, risk management, and prompt engineering as core service competencies.
Despite the push toward automation in fast food, consumer behavior isn’t keeping pace. The McDonald’s AI trial failure and survey data point to a deeper truth: just because a technology is available doesn’t mean it’s welcome—or appropriate.
This is a crucial reminder for IT providers advising clients on automation: customer experience isn’t just about efficiency. If AI reduces perceived quality, trust, or comfort—especially in service-centric businesses—expect backlash.
For IT service providers, these stories are a clear directive: don’t chase the hype—guide the adoption.
Legal tech, GenAI, and AI-enabled CX all have promise—but only if deployed with strategic clarity, operational validation, and an understanding of customer psychology.
The winners won’t be those who sell the most tools. They’ll be the ones who help clients make the right bets and back them with resilient, human-aware service models.