About the Client
A mid-sized personal injury law firm handling hundreds of client inquiries every month. Their success depends on timely and accurate case intake, yet staff often struggled to manage after-hours calls and incomplete client information. The firm's growth was limited by the availability of human intake specialists and inconsistent data collection processes. They approached bg2.ai to explore how automation could ensure 24/7 responsiveness and better-quality client data without increasing headcount.
Challenges Faced
- ● Missed potential clients due to after-hours or weekend calls
- ● Inconsistent intake data affecting case evaluation accuracy
- ● Manual data entry from call notes into spreadsheets and CRMs
- ● Repetitive questioning frustrating both clients and staff
- ● High administrative load preventing attorneys from focusing on case strategy
Our Work & Impact
How We Helped
We began by mapping the firm's intake workflow—from first contact through case assessment—to identify where automation could bring the most value. We designed an intelligent, voice-driven virtual assistant that simulates a paralegal-led intake conversation, ensuring every client receives immediate, structured attention.
What We Built
- ● 24/7 Voice Assistant using conversational AI to capture caller information naturally and empathetically
- ● Dynamic Q&A Logic that adjusts based on case type, injury details, and legal requirements
- ● Real-time Transcription & Data Structuring — each conversation is transcribed to text, securely stored in Google Drive, and automatically synced into Google Sheets for attorney review
- ● Seamless Handoff — complex cases or urgent matters are transferred instantly to a live representative
Results
- ● 100% coverage of client calls, including weekends and holidays
- ● Zero missed leads and faster case follow-up times
- ● 80% reduction in manual data entry through automated transcription and structured data storage
- ● Improved intake quality, enabling more accurate case assessment and faster onboarding
- ● Attorneys gained back valuable time to focus on higher-value work rather than repetitive data collection