A potential client was calling the firm regarding a trip-and-fall accident. Ghaffari Law Firm had just turned on Eve’s warm transfer feature on the AI intake agent, named Jenny.

Jenny picked up, took the intake, worked through complicated facts, and connected the call to the firm in real time. "The handoff was so smooth that Jenny did what an  experienced intake person could have done," says Farnaz Ghaffari, the firm’s owner.

The client was an older woman who didn't know she'd been talking to AI. When Ghaffari told her, she said she hadn't noticed. Then she said she felt heard.

Ghaffari knows how these cases are won and lost because she spent years on the defense side  before building a plaintiff firm.  "If you had 100 calls that day and only 10 were good, you spent 90 calls taking away from what matters, working on the 10 you take,” Ghaffari explains. "You can never run the risk of losing out on that multi-million dollar case.”

That’s why every inbound call at Ghaffari Law goes through Eve's AI-powered intake system. Before Eve, roughly 20 percent of calls went to voicemail or went unanswered. Now the number is zero.

A consistent experience, every time

"Intake is about the experience," Ghaffari says, "making the client comfortable with the process, and confident that the firm is going to get them help faster." 

When a lead like the trip-and-fall client calls Ghaffari Law, they reach Jenny, Eve's customizable phone agent. She listens and meets callers where they are, responding like a person and not a phone tree, around the clock.

"With its empathetic responses, our clients feel open sharing the crucial details of their case, not closed off feeling like they're navigating an outdated interactive voice response system," Ghaffari says.

Through that conversation, Jenny works through what Ghaffari calls the three-legged stool of any personal injury case: Was there negligence? Was someone hurt? Is there a viable defendant? If a leg is missing, there's no case to take.

"Our intakes don't have a bad day. Each client gets the same, high-quality experience every time."

Human intake specialists, even experienced ones, show up differently every day. They talk too much, collect details that don't matter, and bury the handoff in information no one asked for. Jenny hits the three points and stops. 

Then, with every call transcribed, case evaluated, and lead scored through Eve, cases come in better qualified and attorneys have more to work with from day one. Across the firm, Eve saves around 15 hours a week on intake alone.

The Warm Transfer

Jenny can also hand off an active call to a human team member based on configured rules. For Ghaffari Law Firm, Jenny puts qualified calls on hold, contacts staff directly, delivers a concise summary of what she's learned, and connects the call in real time. By the time the attorney picks up, they already know what they're dealing with.

Ghaffari Law turned on Eve's warm transfer and signed its first case off a Jenny call within the first day, that trip-and-fall client who felt heard.

"The thing that amazed me was how clearly Jenny communicated," Ghaffari says.  "I listened to the calls and how clearly she articulated the warm transfer, what she'd learned.” 

“It was spot-on on the cases I wanted versus a wasted case."

In the first week, the firm converted three of five transferred calls into signed clients. The two they passed on were outside the firm's practice area, which was the system working as designed. Jenny's questions were calibrated to the firm's scoring criteria, so every call that reaches a human has already cleared a relevance threshold.

Jenny runs 24 hours. If no one picks up at 2 a.m., she tells the caller the firm will reach out in the morning. With every lead logged, nothing gets lost. It works the other way too. Even on referred cases where the firm initiates the outreach, if the client calls back, Jenny handles the intake and routes the call the same way.

The Human Element

Recently the firm had someone call back from an outbound call. Jenny handled the intake, ran the evaluation, and surfaced everything the team needed to know before anyone picked up the phone. The only next step was requesting video evidence from the scene without any superfluous back-and-forth.

"The whole point of AI is not eliminating the human aspect," she says. "It's helping us focus on the things that matter and that's the secret sauce of what we do as legal professionals. If we're constantly stuck in administrative rinse-and-repeat, we don't get to focus on the case." 

For Ghaffari Law, that means running intake, case evaluation, and lead scoring through a single platform so the team can focus on the ten calls that matter while providing a good experience. "Intake is very personal,” says Ghaffari. “Anyone who calls a law firm is going through something.”

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