What AI phone intake looked like after 8 months
An early law firm was losing possible clients because some calls were missed. This mattered more for urgent legal issues, because people often move on if they cannot reach someone right away. The proposed fix was an for overflow calls and after-hours calls, since those were already being missed and were lower risk.
The AI needed to handle the full intake process: tell new and existing callers apart, collect the right case details, and book, move, or cancel consultations. For urgent matters, it had to email the team so a person could follow up quickly. After every call, it also sent a summary email so the firm could review what came in.
The first version did not work well. Callers often asked for a human right away or treated the system like a phone menu. It took about four weeks of and changing the before people used it as intended.
Key points
- The first target was missed overflow calls and after-hours calls.
- The AI was designed to identify callers, collect case details, and manage consultation bookings.
- Urgent cases triggered email alerts so the team could respond fast.
- Each call produced a summary email for review.
- The first version failed in normal use, and the needed about four weeks of fixes.