The Challenge

A personal injury law firm was losing potential clients because leads went unanswered after hours.

  • Missed calls & web inquiries: Prospects often reached out at night or on weekends.
  • Slow response times: Staff follow-ups averaged 45+ minutes, often too late.
  • Lost opportunities: Competitors who responded first won the client.
  • Manual intake bottleneck: Paralegals spent hours screening leads and entering data.
  • Inconsistent follow-ups: Some voicemails never got logged or converted.

The result: lost clients, stressed staff, and stalled growth due to slow intake turnaround.

Our Solution

We designed and implemented a 3-step AI intake automation that now handles inquiries instantly and reliably.

Phase 1: Audit & Design (Week 1–2)

  • Mapped the firm’s intake workflow and response times.
  • Found 45-minute average callback delay and missed voicemails.
  • Designed a 24/7 AI-driven process for both phone and web inquiries.

Phase 2: Implementation (Weeks 3–6)

AI Intake Assistant via Twilio

  • An AI voice and chat agent greets clients instantly, 24/7.
  • Built with GPT for natural, empathetic dialogue.
  • Collects case info, answers FAQs, and books consultations via Calendly.

Workflow Orchestration with n8n

  • AI intake updates the CRM (Clio) automatically.
  • Flags high-value cases and notifies attorneys instantly.
  • Syncs appointment details across systems (email, calendar, SMS).

Human Oversight Loop

  • Paralegals initially monitored AI transcripts for quality.
  • Feedback loops refined scripts and qualifying logic.
  • After tuning, the AI now operates fully autonomously with fallback routing for edge cases.

Phase 3: Onboarding & Maintenance (Week 7–8)

  • Conducted team training and live testing.
  • Added a periodic system review to update schedules and case screening criteria.
  • Implemented monthly performance monitoring via automated reports.

The Results

After full rollout:

  • ✅ Response time: Cut from ~45 minutes to under 30 seconds
  • ✅ Conversion rate: Up 40% in new signed cases
  • ✅ Lost leads: Virtually eliminated due to 24/7 instant engagement
  • ✅ Staff efficiency: Paralegals saved 20+ hours/week on intake
  • ✅ Annual revenue impact: +$300K projected from improved lead capture

Financial Breakdown

| Metric | Before | After | Impact | |——–|——–|——-|——–| | Avg. lead response time | 45 min | <30 sec | 98% faster | | Conversion rate | 26% | 36% | +40% lift | | Annual case revenue | $750K | $1.05M | +$300K | | Paralegal hours/week | 25 | 5 | 80% reduction |

Key Systems Integrated

  1. Twilio – AI voice and SMS hotline
  2. ElevenLabs – Natural human-like AI voice
  3. OpenAI GPT-4 – Conversational AI for intake
  4. Calendly API – Consultation scheduling
  5. Clio CRM – Centralized case tracking
  6. n8n – Workflow automation backbone

Client Testimonial

“The ability to respond immediately means we no longer lose prospects to competitors.
Our AI assistant greets clients in seconds, and that builds trust from the first contact.”
— Intake Manager, Personal Injury Law Firm

Specific Automations Implemented

AI Lead Engagement

  1. Incoming call or web inquiry triggers AI response.
  2. AI gathers case details and pre-screens client eligibility.
  3. Schedules consultation and syncs with CRM automatically.

Attorney Notifications

  1. High-value leads flagged and sent via SMS/email to attorneys.
  2. Daily intake summary sent to staff at 9 AM.
  3. Missed-call alerts replaced by automated follow-ups.

Data & Reporting

  • Weekly intake performance dashboard.
  • Monthly report showing response times and conversion metrics.
  • Automated quality review alerts for unusual patterns.

Ongoing Optimization

  • Quarterly AI script refinement to reflect new case types.
  • Integration of sentiment analysis to identify high-emotion callers.
  • Planned Phase 2: conflict-check automation and intake-to-case file creation.

Inspired by this law firm’s results?
Book your free 30-minute Workflow Audit and see how AI can capture more clients for your firm.