The
Legal
Operations
landscape
is
evolving
faster
than
ever,
and
UpLevel
Ops
is
at
the
forefront
of
this
transformation.
With
advancements
like
generative
AI
subscriptions,
custom
GPT
services,
and
value-based
pricing
shaking
up
traditional
approaches,
legal
departments
are
navigating
uncharted
territory.
In
this
Q&A,
UpLevel
Ops’
Advisory
Team
members
—
Stephanie
Corey,
CEO
and
ULO
Co-Founder;
Brian
Hupp,
Senior
Strategist
and
workflow
guru;
Sumi
Trombley,
Senior
Advisor
and
contract
innovation
leader;
and
Brandi
Pack,
AI
Specialist
—
reflect
on
the
wild
ride
that
was
2024
and
share
bold
predictions
for
the
challenges
and
opportunities
awaiting
in
2025.
From
revolutionary
uses
of
AI
to
new
strategies
in
outside
counsel
management,
their
insights
provide
a
roadmap
for
legal
teams
ready
to
embrace
the
next
wave
of
innovation.
Q:
What
stood
out
most
in
Legal
Operations
this
year?
Stephanie
Corey:
2024
was
a
transformative
year.
Generative
AI
(GAI)
moved
from
a
buzzword
to
a
tangible
tool.
Departments
that
once
hesitated
embraced
tools
like
automated
FAQs
and
chatbots
to
manage
workflows.
Legal
teams
often
took
the
lead
in
piloting
and
deploying
these
technologies,
a
remarkable
shift
for
a
traditionally
risk-averse
industry.
Brian
Hupp:
Practical
use
cases
stood
out.
Legal
teams
tackled
low-hanging
fruit
—
chatbots
to
answer
FAQs,
tools
to
summarize
policies,
and
document
automation.
It
wasn’t
about
experimenting
for
the
sake
of
it;
it
was
about
solving
real
problems
in
real
time.
Sumi
Trombley:
Many
teams
focused
on
readiness.
Instead
of
rushing
to
buy
tools,
they
cleaned
data,
assessed
processes,
and
defined
objectives.
This
groundwork
sets
them
up
for
smarter
choices
in
2025.
Q:
How
has
AI
specifically
changed
the
legal
tech
landscape?
Brian:
AI
has
addressed
one
of
Legal
Operations’
most
nagging
problems:
knowledge
management.
For
decades,
teams
documented
policies
only
to
find
that
no
one
read
them.
This
year,
AI
bridged
that
gap,
making
information
accessible
and
actionable.
Brandi
Pack:
AI
has
accelerated
decision-making.
Tools
like
OpenAI’s
advanced
models
parse
contracts,
generate
insights,
and
even
recommend
edits.
That
said,
teams
need
to
avoid
“model
chasing.”
Stick
with
a
trusted
AI
platform
for
consistency,
though
combining
models
for
specific
use
cases
can
amplify
results.
Sumi:
AI’s
biggest
strength
is
evolution.
Tools
learn
and
improve
continuously.
For
example,
AI-powered
CLM
solutions
are
becoming
more
intuitive,
setting
the
stage
for
significant
advancements
in
contracting
next
year.
Q:
What
surprised
you
most
this
year?
Sumi:
The
shift
toward
readiness
work
was
a
pleasant
surprise.
Companies
prioritized
foundational
efforts
like
evaluating
workloads
and
refining
processes
before
investing
in
tech.
It
was
a
wise
use
of
resources,
especially
as
the
industry
worked
to
make
sense
of
a
rapidly
changing
technology
landscape.
This
reflective
approach
not
only
saved
money
in
the
short
term
but
also
positioned
teams
to
make
more
strategic
and
impactful
decisions
in
2025.
Brandi:
The
sudden
burst
of
AI
enthusiasm
in
the
second
half
of
the
year
was
surprising.
Initial
hesitancy
around
security
and
confidentiality
gave
way
to
eagerness
as
teams
saw
tangible
results.
IT
departments
are
now
being
pushed
to
allow
experimentation
and
use
of
basic
AI
productivity-enhancing
tools.
We
will
likely
see
this
trend
continue
and
expand.
Brian:
Watching
clients
progress
from
skeptics
to
advocates
was
a
highlight.
Small
wins
—
like
using
AI
for
FAQs
or
document
reviews
—
showed
immediate
value.
One
client
told
me
they
couldn’t
imagine
returning
to
manual
processes.
Q:
What
actionable
steps
should
Legal
Ops
teams
prioritize
for
2025?
Stephanie:
Experimentation
is
key.
Start
small
—
address
a
pain
point
like
email
drafting
or
automated
FAQs
—
and
build
confidence
through
quick
wins.
Brian:
Shift
the
conversation
with
outside
counsel
from
hourly
billing
to
value-based
pricing.
AI
is
driving
efficiencies,
but
clients
must
push
firms
to
pass
on
those
savings.
Sumi:
Use
AI
to
reclaim
time.
Think
of
the
80/20
rule:
Let
AI
handle
routine
tasks,
freeing
up
resources
for
strategic
projects.
It’s
not
about
replacing
humans
but
enabling
them
to
focus
on
higher-value
work.
Q:
What
challenges
do
you
foresee
for
2025?
Brandi:
Fear
of
customization
will
be
a
hurdle.
Many
IT
teams
are
hesitant
to
let
employees
create
their
own
bespoke
AI
assistants.
Balancing
control
with
trust
is
critical
to
unlocking
AI’s
full
potential.
Organizations
with
a
lockdown
on
experimentation
will
suffer
competitively
as
their
workforce
will
be
less
skilled
than
those
who
allow
it
Sumi:
Privacy
and
security
concerns
will
demand
attention.
Legal
ops
professionals
must
upskill
in
these
areas
as
AI
becomes
more
central
to
their
operations.
Brian:
Demonstrating
ROI
will
be
essential.
Leaders
need
to
showcase
the
value
of
AI
through
reduced
turnaround
times
and
cost
savings
to
secure
further
investment.
Q:
What
are
your
big
predictions
for
2025?
Sumi:
2025
will
be
the
year
of
execution.
The
readiness
work
done
this
year
will
culminate
in
major
rollouts,
with
contracting
and
workflow
automation
thriving
under
AI’s
support.
Brian:
Workflow
automation
will
surge,
with
AI-enabled
platforms
creating
workflows
automatically.
This
will
significantly
reduce
implementation
times
and
improve
visibility
across
departments.
Brandi:
Independent
agents,
meaning
AI
tools
that
not
only
chat
with
you,
but
autonomously
take
actions
on
your
behalf,
will
redefine
how
work
gets
done.
These
agents,
alongside
continued
tech
consolidation,
will
reshape
the
vendor
landscape
and
how
teams
operate.
Q:
What
are
your
final
thoughts
for
Legal
Ops
professionals
as
we
close
the
year?
Stephanie:
2025
will
be
a
time
of
significant
transformation.
It’s
a
prime
opportunity
for
Legal
Operations
to
truly
embrace
their
strategic
role,
lead
with
confidence,
and
take
ownership
of
tech
pilots,
budget
strategies,
and
change
initiatives.
Legal
operations
can
no
longer
afford
to
remain
behind
the
scenes.
Brian:
Expand
your
influence
by
building
bridges
with
IT,
Finance,
and
HR.
Collaboration
ensures
legal’s
goals
align
with
the
company’s
broader
strategies.
Start
small
but
aim
for
long-term
impact.
Sumi:
AI
is
a
game-changer,
but
it’s
one
piece
of
the
puzzle.
Focus
on
how
tech,
processes,
and
relationships
intersect.
Outside
counsel
management,
for
example,
isn’t
just
about
cost
—
it’s
about
creating
more
predictable
and
accountable
partnerships.
Brandi:
Embrace
experimentation
and
iteration.
AI
won’t
be
perfect,
and
that’s
okay.
Use
it
as
a
learning
tool.
Advocate
for
training
to
ensure
your
team
is
confident
in
navigating
this
evolving
landscape.
Stephanie:
Don’t
underestimate
the
power
of
storytelling.
Whether
advocating
for
resources
or
showcasing
impact,
connect
the
dots
for
your
audience.
Legal
Operations
isn’t
just
adapting
to
change
—
it’s
driving
it.
