Map
We mapped the operating challenge
New matter enquiries, conflict details, client updates, and internal knowledge requests were moving through inboxes without a consistent intake path.
Law Firms case study
How a law firm gave lawyers clearer matter context sooner.
New enquiries, conflict details, client updates, and matter context were moving through inboxes without a consistent path. This case study shows how intake routing and review checkpoints improved context without weakening confidentiality.
The starting point
The firm received new matter enquiries, conflict-check details, client documents, matter updates, and internal knowledge requests through inboxes, forms, and phone calls.
Staff wanted AI support, but leadership needed confidentiality, permissioning, review rules, vendor clarity, and no AI-generated legal advice going unchecked.
What we did across the engagement
After the starting point was clear, we moved through four practical steps: mapping the challenge, defining where AI could safely help, putting the workflow in place, and setting the handoffs and review points that kept judgement with the team.
Define
We defined AI's role and boundaries
Intake routing, client update paths, matter context capture, and internal knowledge access could be assisted, while advice-related output and confidential data needed strict review rules.
Set up
We put the workflow in place
We created intake routing, client update paths, matter context capture, and permissioned access to approved internal knowledge, with lawyer review before client-facing output.
Control
We kept control with the team
Before the workflow was treated as live, we set the ownership, handoff rules, and review points for sensitive requests. Routine work could move faster, while judgement stayed with the team.
The results
The change showed up in the day-to-day work: fewer things slipping through, cleaner handoffs, and clearer ownership for the team.
- Cleaner new matter context before lawyers review
- Less time chasing repeated intake and update tasks
- Better governance over how legal staff use AI
Bring us the workflow your team keeps having to work around.
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