How a regional personal-injury firm turns after-hours calls into attorney-ready callbacks without crossing a legal boundary.
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.
- Client
- Anonymous, name withheld by request
- Location
- Multi-office, regional
- Industry
- Legal / professional services
- Channels
- Inbound voice + web intake
From the client
“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.”
The challenge
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.
The solution
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 prepare an attorney callback. This is fact capture, not case assessment: if a caller asks what a claim is worth, who was at fault, or how long they have to file, generation stops and the caller receives an attorney-approved response written in advance, while the conversation is flagged for a person. It does not estimate case value or give legal advice.
Documented deployment workflow
Attorney callback preparation with a defined legal boundary
Callers can share the facts an attorney needs for a callback, while legal advice, liability, deadlines, and case judgment remain outside the automated flow.
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.
Case value, fault, filing deadlines, and substantive legal issues receive attorney-approved copy and are escalated to a person before model generation.
The captured context is prepared for an attorney callback rather than left in voicemail; it is not a legal assessment or case decision.
The workflow captures facts for a callback. It does not determine the merits, value, fault, or deadline of a legal matter.
The results
Figures below are from intake calls handled in the first 90 days of live deployment. They measure the change described by the managing partner: after-hours calls no longer leave only a voicemail, and attorneys receive the incident details for a callback. 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.
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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