- Team
- 2 solicitors + 1 paralegal
- Enquiry volume
- 30–50 per month
- Channels
- Phone · Web form · Facebook
- Practice system
- LEAP
- Practice areas
- MVA · Workers compensation · Public liability · Medical negligence
The Problem
In personal injury, the firm that answers first usually gets the matter. Prospective clients are injured, anxious, and working down a list of firms — whoever picks up is often the one they retain. After-hours calls went to voicemail and were not checked until the next business morning. By then the enquiry had frequently become someone else's client.
Business hours were not much better. The paralegal fielding intake calls was the same person drafting medico-legal schedules and chasing Comcare responses, so callbacks slipped by hours. Enquiries arrived across three channels with no central view, so some were never picked up at all — and nobody could say how many had gone cold before first contact. Pre-qualification was inconsistent: solicitors occasionally sat through consultations for matters that did not meet the liability threshold. Conflict checks were run by hand, sometimes after the consultation had already happened.
How We Solved It
We put a qualifying layer in front of every channel, so no enquiry depends on someone being free to answer it.
Voice AI — after-hours and overflow A voice agent answers every call the team cannot get to, 24/7. It collects the caller's name and contact details, the incident date, the type of claim, the injuries sustained and the treatment received so far, then scores the matter against the firm's liability threshold criteria. Qualified matters are booked directly onto the solicitor's calendar. High-priority matters — catastrophic injuries, anything custody-related — trigger an immediate SMS to the on-call solicitor.
Chat agent — website and Facebook Messenger The same qualifying logic runs on the firm's other two channels. It captures an identical data set and either routes through to calendar booking or flags the enquiry for follow-up, so a web form submission at 9pm is handled the same way as a phone call at 9am.
LEAP integration Every qualified enquiry auto-creates a matter in LEAP with contact details, incident summary, injury type and consultation time already populated. The conflict check runs automatically before the consultation is confirmed, and anything flagged is held for manual review rather than proceeding.
Impact
- 3× more enquiries captured per week — after-hours voicemail drop-off eliminated entirely
- Response time down from 4+ hours to under 60 seconds — consistently, across all three channels
- Zero manual data entry from intake — the matter is already in LEAP before anyone opens it
- Solicitors enter the first consultation with a full brief — no re-asking the client what they already explained
- Conflict checks run automatically — before the consultation is confirmed, not after it has happened
- Liability threshold applied consistently — off-threshold consultations no longer reach the calendar
