At #CGI25, Bernadette Bulacan of Icertis offered an insider’s take on how generative AI and smart automation are reshaping legal ops. Gone are the days of reactive contract management—today, platforms like Icertis Agentic turbocharge compliance, accelerate strategic decision-making, and proactively mitigate risk. Her advice? Pilot intentionally, scale thoughtfully, and leverage AI to elevate—not replace—your legal talent. #LegalOps #AI #CLOC #Innovation
At CLOC's recent #CGI25 event, I had the opportunity to speak with Bernadette Bulacan, a seasoned expert in legal operations whose insights have informed the field since CLOC's early days. Now leading key initiatives at Icertis, Bernadette offered sharp perspectives on the evolution of legal operations and discussed practical advancements in technology reshaping the sector.
CCBJ: Bernadette, you've observed a decade of evolution in legal operations, from your time at CLOC to your current role at Icertis. What stands out as the most significant change in how legal teams operate today?
Bernadette Bulacan: The standout shift is the strategic integration of technology. A decade ago, legal operations primarily managed reactive processes. Today, teams proactively leverage tools like generative AI to enhance contract management, compliance, and risk mitigation, driving significant operational transformation.
Let's discuss the Icertis Agentic Platform, which has been gaining attention. Can you break down exactly what this platform does and why executives overseeing legal departments should care?
The Icertis Agentic Platform deploys AI-powered agents to automate complex, multi-step contract workflows—including drafting, reviewing, and compliance checks. This streamlines operations, reduces manual effort, accelerates processes, and sharpens decision-making at a strategic level.
Automation clearly improves efficiency, but nuanced interpretation is critical in legal work. How specifically does the platform address complex scenarios that typically require substantial human judgment?
Our platform complements rather than substitutes human expertise. Routine tasks are automated effectively, but the system is engineered to promptly escalate more nuanced or sensitive matters to legal professionals. Additionally, CLM systems are chock full of data and intelligence, about language previously negotiated or historical performance of a counter-party, for example. This ensures crucial judgment calls receive appropriate human oversight that is data-backed
Do you see potential risks in relying too heavily on these advanced AI tools? How should legal teams address this?
Dependence on any technology carries risks, but the greater hazard today is ignoring AI-driven efficiencies altogether. The key is balance: AI should augment human decision-making, not replace it entirely. Organizations must maintain active oversight and clear processes for when human intervention is necessary.
You've emphasized operational excellence as you’ve worked with CLOC. How has this background informed your strategic approach at Icertis?
At CLOC, operational excellence meant transparency, structured collaboration, and continuous improvement. At Icertis, we've embedded these same principles directly into our platform development, ensuring our solutions effectively solve the tangible challenges faced by legal operations today.
What specific advancements should we expect next from the Icertis Agentic Platform, especially regarding predictive analytics and generative AI?
We're sharply focused on enhancing predictive analytics and proactive compliance. One use case for the agentic platform we are exploring involves actively forecasting potential contractual issues in the post-execution management phase of the contract, enabling legal teams to move beyond reactive firefighting, toward strategic relationship-building and predictive risk management.
Finally, for legal teams still cautious about adopting AI, what direct guidance can you offer to help them effectively integrate these tools?
Begin with clearly defined, manageable pilot projects. Evaluate results swiftly, adjust as needed, and scale gradually. AI is a strategic asset designed to elevate—not replace—the expertise and critical thinking of your legal professionals.
Published May 28, 2025.
