Gartner has featured Tonkean in the 2025 Hype Cycle for Legal, Risk, Compliance and Audit Technologies.
We’ve been featured in the Legal Department Intake and Triage and Legal Chatbots categories.
The potential benefit to legal teams of legal intake and triage platforms Gartner rates as “transformational.” But what are intake and triage platforms? In a nutshell, they’re tools that can help legal and legal ops teams seamlessly and more effectively intake, triage, and resolve new inbound requests—reducing both distracting manual work and damaging risk.
As Gartner analyst Kerrie McDonald writes, “Intake and triage is a core component of any legal operating model…. To drive business outcomes, legal departments must have intake and triage for internal and external work management.”
Legal teams that develop an effective intake, orchestration and triage system, according to Gartner, are better able to:
Integral to developing an effective intake, orchestration and triage system is selecting a capable intake and triage technology partner. And in our view, the best and most capable intake and triage technologies come from orchestration platforms.
But not all orchestration platforms are created equal. There exist, in truth, several different kinds of orchestration platforms, and it’s important to understand the differences between them. In-suite or in-system orchestration enables you to automate predefined parts of certain kinds of processes, but only inside one system. Other kinds of orchestration technology can connect with and automate tasks across select systems, but not with holistic interconnectivity.
It’s only orchestration that allows you to automate entire processes end-to-end—from intake to resolution, across each of those processes’ many relevant components—that can truly be called transformational.
As a legal or legal ops team, the orchestration you use should serve above all to help you use your existing mix of people, technology, and data better together, as it should empower your legal team to focus more completely on the work they very much should be focusing on—which is not the frustrating manual work of shepherding back-office processes to completion, but enabling the business and leveraging their expertise.
What goes into that? Your legal intake processes, for example, should be accessible to stakeholders wherever they already work. Your intake, triage, and orchestration technology should be able to integrate with every relevant piece of technology your legal processes touch. And it should be capable of strategically providing stakeholders access—when and where they need it—to the game changing technologies of tomorrow, such as AI agents. (Which, by the way, is where the future of "Legal Chatbots" as a legal technology category is headed.)
This is the sort of orchestration Tonkean provides. We’re thrilled to be recognized as such by Gartner, and we’re excited by the growing appreciation of the importance of intake, triage, and orchestration as a legal technology category.
Want to learn more? Get started with our out-of-the-box orchestration and matter management solution for legal teams, LegalWorks, today.
%20upcoming%20webinar%206.png)