1200 recordings in 12 months: century-old law firm embedding AI

Cavell Leitch is a century-old, 65-person full service practice operating across property, trusts and estates, dispute resolution, commercial and family law. Like many busy firms, managing documentation alongside a full client workload had long presented a practical challenge, with team members navigating back-to-back meetings while trying to capture accurate records.

The firm now uses conversational intelligence tool Contented to support administrative and operational activities by capturing what is discussed, agreed, and actioned. This frees lawyers and legal professionals to focus on the substantive advice and judgment their clients rely on.

Since introducing Contented, the firm has recorded more than 1200 meetings in just 12 months, deploying the technology across a wide range of functions, from client consultations to internal operational meetings.

"Contented removes the administrative burden around meetings so our people can focus entirely on the client, not on note-taking," says Natalie Lamborn, Practice Operations Team Leader.

"Contented doesn't do the legal work, it frees our lawyers to better deliver the professional, quality advice and service our clients expect."

The platform delivers value across the entire organisation: performance reviews, client meetings, staff interviews, supplier negotiations, marketing content, and training sessions.

"Time is precious in our busy team," says Natalie. "Having Contented there to support us within our roles is insanely helpful."

"It brings a lot of clarity. Everybody is on the same page. The key parts of a meeting are clearly captured, including who is responsible and what was said. There’s no confusion."

The Trusts & Estates team can remain fully present during complex client review meetings — focusing on the legal advice and client relationship — then share a structured summary of what was discussed and agreed directly with clients, before storing it in the firm's matter management systems. The projects team maintains clear records of supplier negotiations, contract discussions, and site walkthroughs, capturing agreed services, costs, and timeframes with confidence. HR can surface the nuanced perspectives of candidates to better assess cultural fit.

"Bringing this much efficiency into what we can achieve in the hours that we work is enormous," says Catherine Reed, Projects Manager.

"In addition to the time and cost savings, Contented gives the team a general sense of security and satisfaction. Every output is professional and every important point is captured."

What does it mean for the organisation?

Contented is embedded across all the operational functions of the firm. Meeting documentation and follow-up actions that previously required significant time to compile are now structured and filed within moments of a meeting concluding.

What does it mean for the client?

Clients rely on Cavell Leitch's qualified legal professionals to deliver expert legal advice. With operational documentation handled efficiently, the team can be fully present in every client interaction. Where appropriate, clients can receive clear, professional summaries following meetings and can trust that the record is accurate and complete.

What does it mean for the individual?

For staff moving between back-to-back meetings, the pressure of capturing everything accurately while remaining engaged in the room has been removed. As Catherine says:

"When you’re going from meeting to meeting to meeting, there's only so much you can retain. Having the ability to produce action lists, meeting notes, and key points gives us more time and clarity."

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