The Challenge
What Hartley Legal Was Facing
Hartley's specialist legal firm received 800+ enquiry calls per month, but 70% were from prospective clients outside the firm's scope — wrong case type, wrong geography, or with unrealistic expectations about cost. Solicitors were spending 3 hours every week on calls that never became clients, while genuinely qualified enquiries waited in the queue.
The Solution
What We Built
We deployed a voice AI intake agent trained on Hartley's practice areas, geographic scope, fee structures, and the questions that distinguished a good-fit client from a poor one. The agent conducted the initial qualification call in a natural, professional tone — routing fit cases directly to the appropriate solicitor's diary and providing out-of-scope callers with a clear explanation and a helpful referral suggestion so no one hung up feeling dismissed.
Results