Trustpilot's story. A conversation with
Anoop Joshi
Chief Trust Officer
The challenge: A legal team at breaking point
As a global platform experiencing hyper-growth, Trustpilot’s in-house legal team was stretched to its limits. With the business moving into complex enterprise markets, the team faced a flood of requests, resulting in each lawyer handling around 200 contract negotiations a month. Budget increases couldn’t keep pace with the overwhelming workload, and the team knew something had to change to support the company’s scale.
“Moving upmarket meant new types of challenges for a team already stretched thin.”
- Anoop Joshi, Chief Trust Officer, Trustpilot
The solution: choosing a specialist over a side project
Trustpilot’s team were early adopters of AI and initially tried building their own tools for contract review. However, they quickly hit a wall. Building in-house was a massive resource drain, pulling engineers away from core responsibilities and creating an unsustainable opportunity cost.
They realized they didn’t just need AI; they needed a product built by specialists who live and breathe legal workflows. The search led them to Wordsmith AI.
“What stood out? Their willingness to dig deep and solve our problems.”
- Anoop on choosing Wordsmith AI
The Transformation: measurable impact across the business
By implementing Wordsmith AI, Trustpilot transformed its legal operations, turning overwhelming volume into a streamlined, efficient, and measurable process. The platform’s impact was felt immediately across multiple high-volume areas.
Before Wordsmith
Commercial Contracts - Lawyers were buried in routine NDAs and vendor agreements, slowing down slaes and procurement cycles
Supplier Due Diligence - A doubled workload and a tripled annual contract value created a massive bottleneck in supplier intake.
Privacy & Compliance - Manually handling 5,000 monthly requests from consumers and regulators created a high risk of missing costly deadlines
The Result
Commercial Contracts - An 85% reduction in handling time, saving an average of 160 minutes per SaaS contract review.
Supplier Due Diligence - Processed over 5,000 security and 2,000 privacy queries automatically, enabling the team to scale with ease
Privacy & Compliance -Consistently handles 300-500 legal letters per week, ensuring critical deadlines are met without compromising accuracy
Key takeaways for in-house legal teams
Own it. Don't wait for someone else to figure it out. Trustpilot experimented early and learned what worked for them.
Efficiency, not unemployment. AI didn't replace their legal team, it made the team capable of handling a significantly larger workload.
Buy, don't build. For most teams, a ready-made tool purpose-built for legal workflows will outperform an internal build. Let specialists focus on what they do best.
