Case Study
Multi-Practice Law Firm
A Law Firm Covers After-Hours Calls With Our AI Voice Agent for Customer Service
For companies that experience call spikes but don’t want to scale their team
Updated on August 6, 2026
Services
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AI Automation
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AI Voice Agent
Tags
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AI
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AI Voice
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Multilingual
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Ticket Spikes
About the Company
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Location
US
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Language
English
"SupportYourApp took a tailored approach, starting with a deep understanding of our needs. They built a multilingual AI voice agent that picks up every call, answers customer questions, and makes sure each request is captured and passed to our team."
The Client
Challenges
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A surge in calls with a small team to handle them
With only three people managing inbound calls, the volume from the new campaign quickly outpaced the team's capacity, especially outside business hours.
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No coverage when the team’s unavailable
The firm needed a reliable backup for after-hours calls, as well as a safety net for moments when call volume spiked beyond what the team could handle.
Solution
A Multilingual AI Voice Agent Built Around the Firm's Workflow
We confirmed the preferred workflow with the client first, then built a solution designed to match it exactly. The result was an AI voice agent for law firms that picks up calls from customers interested in legal representation, responds to simple questions, notes down their requests and passes on to the team.
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SupportVoice and SupportCRM integration
We used our own SupportVoice platform alongside SupportCRM to build and connect the agent. All information the agent draws on comes directly from documentation provided by the client, keeping responses accurate and on-brand.
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After-hours and overflow coverage
The firm's three-person team remains active during business hours. The AI voice agent runs primarily after hours and as a backup when call volume rises beyond the team's capacity, with no disruption to the existing workflow.
Results
1second
Average call pickup time with voice AI.
100%
After-hours coverage, with no requests missed.
3people
Team, unchanged. The AI agent adds capacity without replacing anyone.
The firm is currently using the agent primarily for after-hours coverage and overflow. As pickup rates and request data accumulate, there is clear room to expand the agent's role: handling a broader range of questions, covering more hours, and supporting a growing practice.
Nick Ryabchenko
Chief Integration Officer
Having been one of the core parts of SupportYourApp, Nick helped to support 50+ products before realizing his vocation of building support processes and integrating all the necessary tools. During the last 5 years he worked with various companies from all around the world, helping them launch their service with SupportYourApp.
Posted on July 10, 2026
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For instance
is working with us