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.