Demo case study
Professional services 2026
Brightwater Legal
A twelve-partner firm drowning in unqualified enquiries. We automated the triage, and told them which two ideas on their list not to build.
3 days to 4 hrs
Time to first response
Median across all enquiries, three months post-launch
-71%
Paralegal time on triage
Self-reported over four weeks, compared with a four week baseline
+19%
Enquiries converted to instruction
Six months against the preceding six, same enquiry volume
Brightwater was receiving around ninety enquiries a month across four practice areas. A paralegal spent most of two days a week reading and routing them, and roughly half were outside the areas the firm takes on at all. Response times to the good ones were slipping past three days.
- Around half of enquiries outside the firm’s practice areas
- Two days a week of qualified time spent on triage
- Three day average response to enquiries worth having
- No record of what was declined, so no way to see patterns
- 01
Mapped the actual process
Sat with the paralegal for a day. Most of the routing decision turned on four questions that were already in the enquiry text.
- 02
Structured intake
Replaced the single contact box with a short branching form, which removed a third of the ambiguity before any automation ran.
- 03
Scoring and routing
Classification against the four questions, routing to the right partner with a drafted acknowledgement for a human to approve and send.
- 04
Said no to two things
The firm wanted automated advice replies and an AI chatbot on the site. We advised against both and explained why in writing.
They talked us out of two of the three things we asked for. The one they built has given a member of staff two days a week back.