The Roles AI Is (and Should Be) Playing in Dispute Resolution

This chapter explores the evolving role of artificial intelligence (AI) in the justice system. AI tools are increasingly used across legal domains – from document generation and case management to assisting in negotiation and even supporting judicial decisions. While earlier AI applications focused on automating routine tasks, today’s large language models (LLMs) demonstrate capabilities once considered distinctly human, such as legal reasoning, persuasive communication, and emotional sensitivity. We review recent empirical studies examining public perceptions of AI in legal settings. These findings reveal a nuanced picture: human decision-makers are often preferred for their empathy and discretion, while AI is valued for consistency, efficiency, and neutrality – especially in low-stake disputes. Interestingly, there is growing acceptance of AI even in roles that require managing interpersonal dynamics, such as facilitating agreement or moderating emotionally charged interactions. As AI capabilities continue to expand, the boundary between automated and human-driven legal processes is becoming less distinct. Perceptions of fairness, trust, and legitimacy will shape how legal actors and the public respond to AI’s presence in justice systems. We conclude by raising critical questions about what is gained and lost as technology becomes more deeply embedded in dispute resolution and legal decision-making.