New client enquiries
Can you help with this matter? What information is needed? When can I speak to someone? Triage the request before any advice is given.
Industry solution
Customer operations for Legal .
Use AI to gather the enquiry and share approved administrative guidance. Keep legal advice and sensitive case decisions with an authorised professional.
Can someone talk to me about a new enquiry?
Context to check: Capture the minimum contact and enquiry details required by the firm.
Next action: Route for the firm’s intake checks. An authorised legal professional handles legal advice.
Shaped around the policies and permissions agreed for the operation.
Get the enquiry to the right person.
Customer
- Context to check
- Capture the minimum contact and enquiry details required by the firm.
- Next action
- Route for the firm’s intake checks. An authorised legal professional handles legal advice.
Client enquiries and updates.
Help people reach the right team quickly, protect sensitive information and make every handover clear.
Matter, document and billing updates
Clients may ask about progress, deadlines, invoices or secure documents. Confirm access and connect them with the person authorised to respond.
Confidentiality and urgent handover
Identity, permissions and matter boundaries must be checked before information is shared, with urgent or specialist questions handed over carefully.
An example journey
A client wants an update. Access comes first.
A caller asks what happens next in a matter. Gather the request, respect the firm’s information boundaries and reach the person authorised to respond.
Identify the enquiry
The AI Receptionist gathers the caller’s reason for contact using an approved intake script. Helpdesk keeps the request with the receiving team’s handover notes.
Apply the firm’s boundaries
Knowledge supplies identity, access and matter-routing guidance. An advisor’s assistant helps find the administrative process without giving legal advice.
Reach the responsible person
The authorised team receives the reason for the call and the agreed next step. Quality checks whether the conversation followed the firm’s verification and disclosure guidance.
Keep AI within approved intake and administrative guidance. Legal advice, case decisions and confidential matter information require the appropriate professional and the access checks your firm defines.
Resolvable AI · 01
Make intake and administration clearer.
Help prospective and existing clients reach the right team while keeping advice and matter access carefully scoped.
Helpdesk
Keep new-client enquiries, appointment requests and administrative correspondence in one inbox. Agree ownership and access arrangements so a matter-related request reaches the appropriate team.
AI Agents
Explain approved intake steps, office information and document-submission processes. Gather a routine enquiry and route it to the right team; legal advice and matter-specific decisions stay with an authorised professional.
Knowledge & Agent Assist
Centralise approved intake scripts, department routes, billing guidance and information-access policies from shared documents. Give advisors a personal assistant for the firm’s administrative processes, with agreed knowledge boundaries.
Live Translation
Help clients and administrative advisors understand routine written or spoken enquiries. Define when a specialist interpreter or legal professional must handle precise legal meaning or sensitive matter discussions.
Resolvable AI · 02
Prepare the conversation before the callback.
Capture the matter-related enquiry and urgency so the authorised person can follow up with useful context.
AI Receptionist
Welcome callers, gather the type of enquiry and explain approved next steps. Route existing-client, urgent and new-business calls using the firm’s agreed script without offering legal advice.
Dialler
Prepare authorised callbacks for intake, appointment arrangements or outstanding administrative requests. Keep the enquiry, responsible team and contact notes together, recording the outcome and next action.
Resolvable AI · 03
Review the service around the matter.
Check administrative accuracy, handover and client experience against the firm’s own guidance.
Quality
Check identity, disclosure and handover steps against approved firm guidance. Flag a conversation that shared matter information before the required checks or moved beyond administrative advice.
Surveys
Ask whether intake or administrative support was clear and responsive. Review the client’s feedback alongside service quality without treating a survey as an assessment of legal advice.
Data Insights
Find recurring confusion about document submission, fees communication, contact ownership or progress-update routes. Give client-service managers evidence to improve the administrative journey.
Analytics AI
Ask ‘When do new-client enquiries peak?’ or ‘Which administrative queue is waiting longest?’ Use the available service data to plan reception and authorised follow-up.
Customer stories.
Clear administration. Advice with your professionals.
Use Resolvable AI and Resolvable Outsourcing independently, or connect them around these journeys. Agree the knowledge, systems, coverage and handover rules for your operation.
- Ground routine guidance in approved firm knowledge
- Apply clear boundaries before information is surfaced
- Identify enquiry themes without replacing legal judgement
- Build teams around approved intake and enquiry processes
- Train people on access boundaries and escalation routes
- Keep quality, leadership and reporting visible