27/04/26
AI has been playing an increasingly visible role in legal services for some time, but for advisers, the real question is no longer just what AI can do. It is how it should be used. In a profession built on trust, accuracy and accountability, that matters.
The wider sector is moving in the same direction. The Law Society has called for clearer guidance on AI use while protecting professional standards and public trust, and the SRA has made clear that firms can use AI as long as they continue to meet their regulatory obligations.
For us, the real opportunity is not in using AI for the sake of it, but in applying it in a way that improves efficiency, supports advisers and stays aligned with the standards clients rely on. That is exactly the thinking behind CTT’s approach to Legacy Software.
CTT Legacy’s approach to AI
AI can easily be integrated into estate planning software, but this is not a sector where new technology can be adopted without care. Advisers need to know that the tools they use are reliable, controlled and fit for a profession that requires empathy, technical expertise and a real understanding of each client’s unique circumstances.
Here at CTT, we see AI as something that should help advisers, not replace them. For us, that means using it to take some of the pressure off general admin, support the fact-find process and improve efficiency, while keeping professional judgement exactly where it should be, with the adviser.
We are not interested in using AI for the sake of it, or in handing important decisions over to unchecked systems. Our focus is on using AI in a practical, responsible way that supports the adviser’s workflow, reduces friction and makes day-to-day processes smoother, while leaving responsibility for advice and outcomes firmly in human hands. So, how do we achieve that?
What responsible AI looks like in practice
At CTT, we take an AI-assisted approach. Outputs are thought through, discussed internally and approved by our team. We avoid open-ended generative AI producing unchecked advice, unless it is being used purely for ideas. Developments are considered against current regulatory expectations and best practice, with input from the experienced team at CTT Group, and we place more value on consistency than novelty.
For Legacy Software users, that means AI is being approached in a way that reflects the reality of legal and estate planning work. We make sure updates to the platform are shaped around the practical needs of our adviser community, with the aim of improving the service they provide to their clients. We know that advisers do not need technology that creates uncertainty. They need tools that help them save time, work more efficiently and access support from our team, while still operating within the standards their clients expect.
CTT’s AI chatbot: Tool for estate planners
A good example of this approach is CTT’s AI chatbot, a service available to advisers 24/7 and built around hundreds of tailored answers to common estate planning questions.
This is not a chatbot designed to improvise or generate speculative answers on the spot. It draws from a controlled bank of responses written by CTT’s team. That means the information being delivered is based on trusted, approved content from our experts, rather than open-ended AI responses that can be inconsistent or misleading.
In practice, the benefit is simple. Users can get immediate access to guidance without waiting on support, while still having confidence that the responses are consistent and reflect CTT’s own knowledge and approach. Rather than acting like a creative AI tool, it works more like an intelligent way of delivering trusted information to advisers.
Why Legacy stays connected
Another important part of this conversation is the way Legacy operates as a connected platform.
Legacy previously had an offline capability, but this was removed as the system evolved and more live features became essential to the way firms work. Notifications, messaging, information requests and document sending through the client portal all rely on an online connection. A connected setup also helps ensure data is synced consistently, while supporting more reliable locking and auditing when the same client record is being accessed by more than one person within a business.
That is part of the same wider story. Responsible technology in this sector is not just about what AI can do. It is also about making sure the system around it is dependable, traceable and built for the realities of modern compliance.
How AI is best used by estate planners
For advisers, the real opportunity with AI is not in replacing expertise. It is in removing some of the friction around the work that supports it.
Used properly, AI can help reduce admin, improve access to information and create a more efficient workflow, but it should never come at the expense of trust, accuracy or professional standards. That is why a controlled and proportionate approach matters so much.
In CTT’s Legacy Software, that means using technology to support the wider estate planning process, not take over the adviser’s role within it. With tools such as the digital fact find, recommendation reports and wider built-in support features, advisers can gather information more efficiently, communicate more clearly and spend more time focusing on their clients, creating a better overall client journey.
Looking ahead
AI is becoming a big part of the legal sector, and that is not going to change. But the firms that benefit most from it will not necessarily be the ones rushing to adopt it most aggressively. More likely, they will be the ones using it most responsibly.
That is very much the space we want CTT Legacy Software to operate in.
For us, the future of AI in this sector is about building practical, trustworthy tools that help advisers work more efficiently, access support more easily and stay at the forefront of the sector without compromising the standards their clients depend on.
If you would like to see how Legacy can help you work more efficiently, support your clients more effectively and stay ahead in a changing sector, explore Legacy Software or book a demo with the team today.
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