Intelligent legal intake & secretarial relief

The challenge: Law firms frequently face a call volume that exceeds the capacity of their secretarial staff, especially during cyclical peak periods. Before implementing an AI solution, many valuable client calls went unanswered, or secretaries were forced into time-consuming manual recording of requests. These hand-written or bullet notes often lacked the specific detail required, forcing legal representatives to waste time on clarifying callbacks and administrative triage.

The Solution: The AI Agent SUSI serves as an intelligent first point of contact, seamlessly handling every call the secretarial team cannot reach. The system transforms the intake process by:

• • Dynamic request classification: SUSI identifies the core reason for the call through natural dialogue and classifies the request into the appropriate legal category (e.g. family law, corporate or litigation).
• • Targeted fact-finding: Depending on the topic, the AI asks specific follow-up questions and captures essential data—such as file numbers or case references—to ensure a complete record.
• • Proactive client guidance: SUSI informs the caller exactly which documents they can prepare and send to the firm in advance, setting clear expectations and speeding up the overall processing time.
• • Automated briefing delivery: The AI generates a structured summary and sends it directly to the relevant department or legal representative, providing them with everything they need for a focused follow-up.

The result: A significant reduction in administrative bottlenecks and a dramatic decrease in the number of necessary callbacks. Secretarial staff are relieved from the pressure of "overflow" calls and legal representatives receive higher-quality, pre-vetted data. By ensuring 100% availability and minimizing processing times, the firm project an image of extreme professional reliability to its clients.