The enterprise friction point
Roughly 25% of daytime calls went unanswered through line congestion, and close to 100% of after-hours enquiries were lost outright. The traditional answering service produced incorrect messages and misspelled names. Reception was simultaneously buried in spam and routine status calls, which crowded out the valuable new-client intakes.
Transformation objectives
- Capture every incoming lead, 24/7/365.
- Qualify potential clients at the point of contact.
- Push intake data straight into case management.
- Remove the bottleneck between enquiry and retainer.
Discovery & architectural audit
Call-log analysis separated the inbound mix into new clients, existing clients, court officials and spam, and showed that the highest-value calls were the ones most likely to be lost — new matters arriving outside office hours.
The Fortiv AI architecture
- 01
Zero-Latency Answering: Voice infrastructure picking up within the first ring, with unlimited concurrent capacity so congestion cannot cause a miss.
- 02
Intent Recognition: Callers classified as new clients, existing clients, court officials or spam using sentiment and keyword analysis, then routed accordingly.
- 03
Automated Legal Intake: Preliminary interview gathering incident dates, locations, injury types and insurance details before a lawyer is involved.
- 04
Practice Management Integration: Real-time transcription pushed into Clio, creating lead records with auto-populated fields and priority tagging, plus immediate notification to the intake attorney.
Verified audit outcomes
Post-deployment impact
- 90%+ Reduction
- In missed calls within the first month
- $50,000+
- In new retainers captured after hours in month one
- +18 Points
- Client satisfaction score
- $2,000/month
- Saved by retiring the external answering service