This regional personal-injury firm operates multiple offices and receives calls around the clock, but reception cannot staff every hour. Kingstone built an AI intake agent to gather the initial facts and recognise when a question requires a lawyer rather than an automated response.
Documented deployment workflow
Callers can share the important facts immediately and reach the right next step, while legal advice and case judgment stay with attorneys.
The front desk answers when available; uncovered calls enter the AI intake flow.
The agent asks about the incident date, police report, insurer contact, and callback details.
The captured context is prepared for an attorney callback rather than left in voicemail.
Deadlines, dollar figures, case-value questions, and substantive legal issues are escalated to a person.
The firm also received a dedicated dashboard to review intake activity, urgent flags, attorney handoffs, deployment notes, and the metrics the team tracks.
Before launch, calls that arrived after hours or while reception was unavailable often went to voicemail without the firm collecting the facts needed for a useful attorney callback. That delay created avoidable intake gaps at the moment a prospective client was actively asking for help.
The firm needed to be reachable around the clock without expanding its front desk, and without letting an automated system anywhere near legal advice or case valuation.
Kingstone deployed an AI intake agent for calls the front desk cannot answer. It captures the incident date, whether a police report was filed, whether the other side's insurer has made contact, and the details needed to book an attorney callback. If a caller states a dollar figure, mentions a deadline, or asks “do I have a case,” the agent stops and flags the conversation for a person. It does not estimate case value or give legal advice.
Figures below are from intake calls handled in the first 90 days of live deployment. Outside-hours share is measured against the firm's published office schedule.
Outside office hours and weekends in the first 90 days, measured against the firm's schedule.
Attorneys see high-priority intake almost immediately instead of discovering it the next morning.
Incident date, police report, insurer contact, and callback details — with zero legal advice from the AI.
“After-hours calls no longer leave us with just a voicemail. Our attorneys return the call with the incident details already in front of them.”
This case study describes a real Kingstone client deployment. The client's name and identifying details have been withheld at its request. Figures shown are from this client's deployment.
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