Case Study: Pinterest streamlines legal intake with Checkbox’s AI legal chatbot

Pinterest streamlines legal intake with Checkbox and cuts repetitive inbox work

Pinterest's legal operations team faced a significant challenge in managing their high-volume, manual "legal@" shared inbox. The process involved manually triaging a wide array of queries using a lengthy 70-page FAQ document, which was inefficient and led to frequent escalations. To address this, they partnered with Checkbox to implement its AI legal chatbot service to automate intake and provide immediate answers.

Checkbox's solution involved training its generative AI-powered inbox on Pinterest's internal policies and playbooks to seamlessly handle and answer common non-legal queries. This implementation allowed Pinterest to automate repetitive work, significantly improve efficiency KPIs, and upskill their legal team. The vendor, Checkbox, provided a secure solution that included human-in-the-loop oversight to verify accuracy and a fallback to route complex issues to human attorneys.

Pinterest