Gilbert + Tobin rethinks the business of law with AI
Gilbert + Tobin adopted AI tools like ChatGPT Enterprise and Work to enhance legal workflows without reducing staff, focusing on productivity and client service improvements.
Gilbert + Tobin, a leading Australian corporate law firm, began by allowing employees to experiment with AI tools in a controlled environment to explore potential value. The firm introduced ChatGPT Enterprise and later ChatGPT Work and Codex to transition from individual assistance to structured, multi-step workflows. Employees remained responsible for reviewing and approving outputs, ensuring accountability while leveraging AI for efficiency. The initiative aimed to enhance client services, improve workplace experience, and solidify the firm’s market leadership.
The firm emphasized responsible AI use, prohibiting the input of client or confidential data during experimentation phases. Secure deployment of ChatGPT Enterprise provided Australian data residency, contractual protections, and role-based access, enabling safe scaling. Leaders encouraged hands-on experimentation, demonstrating that AI is a tool to augment human judgment rather than replace it. Governance frameworks were designed to support ethical and practical integration across the organization.
Gilbert + Tobin’s CEO created a custom GPT, later shifting to Plugins, to serve as a 'digital twin' that reflects his writing style and preferences. Shared with direct reports, the tool helps team members align their work with his expectations before seeking feedback, streamlining collaboration without automating decisions. The custom GPT was developed using examples of his writing, feedback, and contextual firm knowledge to personalize interactions.
In a confidential annual review process involving 120 partners, ChatGPT Work automated file updates, PDF creation, and document bundling, completing the task in minutes. The process cost approximately $62, significantly reducing time compared to manual methods that would have required multiple people over several days. The firm now tracks granular usage data to ensure administrative controls align with operational needs, reinforcing the balance between innovation and governance.