Scaling Legal Intake with Voice AI and Human Expertise

When every lead deserves a timely response, Voice AI helps a legal intake team manage high-volume outreach and focus human attention where it matters most.

When every conversation matters

For Tort Intake Professionals, reaching a prospective client is just the beginning.

The contact center helps law firms across the United States identify and qualify individuals who may be eligible for representation in mass tort litigation.

Some of those conversations are straightforward. Others involve sensitive personal experiences, detailed eligibility requirements, and interviews that can last an hour or more.

With tens of thousands of outbound calls to manage each day, making timely connections while preserving the quality of those conversations is an ongoing operational challenge.

“Speed to lead is the most important thing when it comes to how we source our leads and how we're effective with our same-day conversion,” says Nicholas Ward, Director of Business Operations at Tort Intake Professionals.

The challenge wasn't simply making more calls. It was making sure the right conversations reached the right people at the right time.

Giving specialists more time for meaningful conversations

Tort Intake Professionals has approximately 35 intake specialists, supported by quality assurance, client support, and other specialized teams.

The intake process requires more than confirming someone's interest. Specialists must understand the criteria for different types of legal claims, conduct detailed interviews, recognize when additional information is needed, and handle potentially sensitive subjects appropriately.

Depending on the nature of a claim, Ward explains, an intake interview might last 10 minutes, more than an hour, or even longer.

“We manage tens of thousands of outbound calls every day, but the conversations that matter most require human attention,” said Ward. “Convoso Voice AI Agent helps us make those initial connections and bring our specialists into the conversation when they add the most value.”

That creates a difficult balancing act. Specialists need to respond quickly to new inquiries, but they also need uninterrupted time for conversations that require their knowledge and judgment.

Tort Intake Professionals saw an opportunity to use Voice AI to support initial outreach while keeping human specialists available for more substantial interactions.

The goal wasn't to remove people from the process. It was to use their time more effectively.

Putting Voice AI to work within existing campaigns

Tort Intake Professionals had established its outbound calling and call routing operations on Convoso’s outbound sales platform, making Voice AI Agent a natural extension of its existing workflows.

“It's nice to have a one-stop shop to be able to work through the challenges that we've had,” Ward says.

Rather than introducing a separate system, the team could build on existing campaigns, lists, case types, and reporting.

The team deployed groups of Voice AI Agents to conduct outreach, establish initial contact, answer preliminary questions, and connect interested individuals with human intake specialists.

This approach kept specialists available for incoming calls and AI-transferred conversations, reducing the time they spent making initial outbound attempts.

Voice AI also helped the team manage specialist availability, occupancy, and scheduling more efficiently.

Training AI for conversations that require care

Legal intake isn't a one-size-fits-all process. Different types of cases involve different eligibility criteria, and conversations can quickly move into sensitive territory.

Tort Intake Professionals worked closely with the Convoso team to build and refine the AI Agent's workflows.

The team used hundreds of recorded conversations, including successful interactions and less-than-ideal scenarios, to help train the agent. It also incorporated intake questionnaires to help the agent recognize qualifying and disqualifying criteria, appropriate questions, and situations requiring human intervention.

Tone, cadence, conversation rules, and transfer timing all received careful attention.

Ward describes the process as one of continuous learning. Some improvements became apparent early, while others required testing and adjustments to prompts, settings, and workflows.

The objective was to create conversations that flowed naturally without leading prospective clients or asking inappropriate questions.

Just as important was identifying when the AI Agent should hand the conversation to a human specialist.

Early results support expanded Voice AI testing

Following working sessions to improve tone, pacing, and transfer timing, Tort Intake Professionals conducted an initial 36-hour test to evaluate how its Voice AI Agents performed in live outreach.

The team made more than 150 contacts using Convoso Voice AI Agent, with approximately 10–12% successfully validated and warm-transferred to human specialists. The results gave the team confidence to expand testing into more advanced lead-screening workflows.

Rather than simply connecting prospects with specialists, the team began exploring how Voice AI could conduct preliminary screening to help determine whether someone might qualify for legal representation before transferring the conversation.

Building team confidence in AI-to-human transfers

Another important development was how human specialists responded.

Initially, the team needed to see that AI-initiated conversations would produce meaningful opportunities when transferred. As the workflow improved and warm transfers became more reliable, their confidence grew.

Experiencing successful transfers firsthand helped specialists trust the process. Rather than spending time making initial outbound attempts, they could focus their expertise on conversations with people who were ready to engage.

A partnership that supports continuous improvement

Ward credits the working relationship with Convoso as an essential part of the experience.

The team already had confidence in Convoso's platform, data integrity, and existing workflows. During Voice AI testing, the Convoso team’s responsive support and the opportunities to provide feedback helped them work through challenges and make progress.

That collaboration was particularly important as the team refined a use case requiring careful control over what the AI Agent should and shouldn't do.

“I feel like we've entered a partnership versus just a general business relationship,” Ward says.

Expanding Voice AI to after-hours call answering

Building on its early outbound results, Tort Intake Professionals is exploring additional ways to use Voice AI, including handling inbound calls during evenings, overnight hours, and other times when human specialists aren't available.

For someone considering legal representation, the decision to seek information doesn't necessarily happen during business hours. When that person is ready to reach out, a voicemail message offers little opportunity for immediate engagement.

Ward sees an opportunity for Voice AI to engage those callers, gather preliminary information, and help determine appropriate next steps, whether that's scheduling a callback or continuing the conversation during business hours.

It's an application of Voice AI that extends beyond outbound outreach. Other businesses, including Ace Building Materials, are already using Convoso Voice AI Agent to manage incoming calls and connect customers with the appropriate staff.

Finding the right balance between AI and human expertise

Beyond after-hours coverage, Tort Intake Professionals is exploring how Voice AI could handle more of the initial screening process, potentially completing intake questionnaires before a human quality assurance review.

For Ward, the opportunity isn't simply to automate more conversations. It's to find the right balance between AI-powered efficiency and the human expertise that complex legal intake requires.

By integrating Voice AI into its existing Convoso workflows, Tort Intake Professionals is developing an approach that helps its specialists focus on meaningful conversations while expanding its ability to connect with prospective clients.

See how Convoso Voice AI Agent helps your team engage more prospects, support qualification, and connect callers with the right people.  Explore Convoso Voice AI Agent

Talk to our agent to experience it for yourself. Call 855-CONVO-AI (855-266-8624).

About Tort Intake Professionals

Tort Intake Professionals is a Las Vegas-based contact center that partners with law firms across the United States to identify and qualify individuals who may be eligible for representation in mass tort litigation. Through its partner company, Shield Legal, it receives inquiries from people seeking information about potential legal claims.