A Law Firm Covers After-Hours Calls With Our AI Voice Agent for Customer Service

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.