Justice Must Still Listen: Why Technology Alone Can’t Deliver Inclusive Justice

“While we reimagine legal aid through technology, let us not forget: technology is only a tool. The heart of justice must remain human.”— Justice Surya Kant, Supreme Court of India

In an era where AI is writing poetry and machines can predict behavior, is there still space for empathy in the justice system?

Justice Surya Kant believes there absolutely must be.

Delivering the RC Lahoti Memorial Lecture at Manav Rachna University’s School of Law, the Supreme Court judge spoke passionately about ‘Bridging the Gap: Reimagining Legal Aid in the Digital Age for Inclusive Justice in India.’ His message was clear: while technology can assist, it cannot replace the human soul of justice.

Beyond Bandwidth: Why Justice Is Still a Human Act:

Justice Kant reminded the audience that technology must be seen as an aid, not a replacement. Automated systems may be efficient, but they can’t listen with empathy, offer reassurance, or grasp the emotional depth of a legal problem.

“Legal aid cannot become a factory of canned responses; it must not reduce people’s problems to ticket numbers.”

At its core, justice is about listening, and machines — no matter how advanced — cannot truly hear.

Real Impact: When Tech Meets Legal Aid:

Justice Kant did not dismiss the power of digital tools. He highlighted real-life examples where technology has made legal aid more accessible:

• In remote Assam, paralegal workers now use mobile phones to record testimonials from domestic violence survivors, connecting them instantly to pro bono lawyers.

• In Maharashtra, virtual Lok Adalats during the pandemic helped workers recover unpaid wages—without leaving their homes.

• In Tamil Nadu, AI-powered legal chatbots assist citizens with land rights and tenancy queries.

• In Rajasthan, tele-counselling services run by lawyers provided not only legal advice but also emotional support to widows and disaster survivors.

These are not just examples—they are beacons, lighting the road ahead.

The Digital Divide: A Roadblock We Must Address:

But the journey is far from over.

Justice Kant emphasized that digital legal aid cannot succeed unless citizens understand how to use basic technology. For many in rural India—or among women, senior citizens, and people with disabilities—the digital divide remains a daily challenge.

He called for mass digital literacy campaigns, led by educational institutions and legal bodies, to bring the excluded into the digital fold.

Built-In Ethics: The Need for Secure and Accessible Legal Tech:

“No technology is neutral,” Justice Kant warned. The tools we create reflect the values we embed in them.

He emphasized that digital legal platforms must be built with ethics, security, and accessibility at their core. These platforms should:

• Prioritize data privacy and confidentiality

• Comply with rigorous protection standards

• Be fully accessible to persons with disabilities and the digitally less literate

Furthermore, AI must be used cautiously and consciously. Algorithms must be designed to flag societal biases, not reinforce them.

Reimagining Law Schools: From Theory to Action:

Justice Kant urged law schools to become vibrant laboratories—places where students don’t just learn theory, but build and test real-world legal aid tools.

He stressed the importance of collaboration with legal-tech startups and social enterprises to create tools like AI-powered legal research platforms and voice-to-text transcription systems.

A Vision for the Future:

Justice Kant closed with a powerful call to action:

“Let us look to a future where every Panchayat has seamless digital access to legal assistance. Where every woman, regardless of location, can feel the assurance of her rights through a simple phone call. Where no prisoner is denied a prompt hearing. Where every citizen, from cities to remote villages, is empowered to understand and speak the language of the law.”

This isn’t an unattainable dream, he said—it’s a real, achievable future if we act together with resolve, purpose, and partnership.

Final Word:

In a world rushing toward automation, Justice Surya Kant reminds us: justice is not about speed or convenience—it is about compassion, patience, and listening.

We may use machines to assist, but justice must still be delivered by human conscience, not just code.