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OpenAI Commercial and Professional Services Australia

Gilbert + Tobin

Document Processing · Enterprise Knowledge Search

Gilbert + Tobin wanted to improve client service and employee productivity while enabling a law firm to use AI safely with sensitive work and confidential client information.

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87% active usage among enabled ChatGPT users
Annual review file preparation completed in minutes
Annual review involved 120 partners
Annual review work cost about $62

Reported impact

Business outcome

AI helped employees focus on client work, coaching, and judgment. The annual review file workflow was completed in minutes, and 87% of enabled ChatGPT users were active, more than twice the rate the firm typically saw for other tools.

  • Productivity Improvement

Solution

Gilbert + Tobin moved from informal experimentation to controlled use of ChatGPT Enterprise, ChatGPT Work, and Codex, applying the tools to personal productivity and multistep workflows. The firm uses enterprise controls including Australian data residency, contractual protections, role-based access, and administrative oversight. CEO Sam Nickless built a custom GPT using writing examples, firm context, and feedback to help colleagues prepare ideas for discussion. ChatGPT Work was also used in a confidential annual review process for 120 partners to update files from spreadsheet data, create PDFs, and bundle completed materials. Codex and other OpenAI tools are part of the firm's move toward defined agentic workflows, with people responsible for reviewing outputs and approving final work. The firm reported active use by 87% of enabled ChatGPT users.

Data flow

Approved firm context and work files are provided to ChatGPT tools within governed access controls; the models draft feedback or transform spreadsheet data into review documents, and employees review and take responsibility for the final work.

Solution architecture

4 components · 2 layers
  1. Serving
    • ChatGPT Enterprise Provides a governed channel for firm-wide AI use with data residency, access, and administrative controls.
    • ChatGPT Work Assists with confidential document and spreadsheet workflows such as annual review preparation.
  2. Uncategorized
    • Codex Supports the firm's transition toward defined, multistep agentic workflows.
    • Custom GPT Uses examples and firm context to help colleagues test ideas against the CEO's feedback and working style.

Architecture clues

  • Australian data residency
  • Human review and approval remain responsibility of the firm's people
  • No model customization or document storage architecture is specified
  • Role-based access and administrative controls

Evidence from the source

"I asked it to update files with data from a spreadsheet, create PDFs and bundle the finished material. It completed the work in minutes."
"We introduced ChatGPT Enterprise in a controlled environment and expanded from there. Australian data residency, contractual protections, role-based access and administrative controls gave us the confidence to scale."
Transparency Evidence & methodology 100/100 reference value · 85% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence85%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability25/25
    12 of 12 key fields link to a named source.
  • Direct evidence10/20
    2 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency10/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. OpenAI

    Gilbert + Tobin rethinks the business of law with AI

    First-party
    https://openai.com/index/gilbert-tobin-sam-nickless/
    Source type
    Vendor-published customer story
    Published
    Nov 12, 2026
    Supports
    • Customer
    • Region
    • Company size
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • Business outcome
    • Metrics
    • Architecture
    • Publication date

Date evidence

  • Published on source page Nov 12, 2026 · OpenAI · First-party
    Open date source
Not separately sourced Industry. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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