Key highlights
- Six specialized agents working together, with one routing agent that greets, qualifies, and detects case type, four case-type agents tuned to the firm's PI verticals, and one contact collection agent for qualified leads.
- 24/7 intake coverage, so prospects who reach the firm outside business hours get the same qualification flow they'd get from a daytime legal assistant.
- Threshold qualification on every lead against injury, fault, timing, and jurisdiction before anything reaches the firm's intake queue.
- Filevine integration that pushes qualified lead data straight into the firm's existing case management system, with no parallel intake silo to reconcile later.
- Microsoft 365 integration delivered as a separate workstream, bringing the chatbot into the firm's day-to-day operating environment.
A Florida personal injury firm running intake the way most PI firms still do, manually and during business hours.
Grossman Green is a personal injury firm handling inbound leads across multiple PI case types. Like most plaintiff-side firms, the front door of the practice is its intake process. A missed call at 7pm. A poorly qualified lead that wastes a legal assistant's morning. A case-type misroute that delays response. Each one has a real cost, both in lost revenue and in time the firm doesn't get back.
The firm runs Filevine as its case management system, so any AI intake layer had to push clean data into Filevine without creating a parallel system the team would have to reconcile later.
Manual intake couldn't scale, but generic chatbots couldn't qualify.
The intake bottleneck at Grossman Green was structural, not effort-related.
After-hours leads were getting lost. Personal injury prospects don't wait for business hours to start searching for representation, and the firm had no way to capture, qualify, or even acknowledge leads that came in overnight or on weekends.
Qualification was inconsistent. Different intake staff applied threshold questions differently. Some leads made it through that shouldn't have, eating attorney review time. Others got dropped that should have been routed forward.
Generic AI chatbots weren't going to solve it either. Off-the-shelf legal chatbots either ask the same flat list of questions to every prospect regardless of case type, or hand off to a human after a two-line greeting. Neither approach actually qualifies a lead the way a trained intake specialist would.
PI intake isn't one workflow. It's four or five different workflows wearing the same coat. A slip-and-fall qualifies differently than an auto accident, which qualifies differently than a premises case. Anything that doesn't account for that is just a fancy contact form.
A six-agent system that greets, qualifies, routes by case type, and hands off clean data.
CustomAI Studio built a multi-agent AI intake system designed around the actual shape of a PI firm's intake workflow, not a one-size chatbot pattern.
The system runs six agents working in coordination. A main routing agent handles the front of the conversation: it greets the prospect, gathers a plain-language description of what happened, and runs the threshold qualification questions covering injury, fault, timing, and location. As the conversation develops, the routing agent detects which type of personal injury case the prospect is describing and hands the conversation off to one of four specialized case-type agents. Each specialized agent has its own qualification logic tuned to the specifics of that case type. A prospect describing a rear-end collision gets a different conversation than one describing a fall in a retail store. Once a lead clears qualification, a contact collection agent takes over to gather the information the firm needs to follow up.
Qualified lead data is pushed into Filevine, which keeps the chatbot inside the firm's existing operating system instead of creating a separate intake silo. Microsoft 365 integration was delivered alongside the chatbot to bring the system into the firm's broader workflow environment.
Intake that runs while the firm sleeps, with qualification logic that doesn't drift.
Grossman Green now has a 24/7 front door that does the work a trained intake specialist would do. It greets the prospect, listens to the situation, asks the threshold questions, routes based on case type, and captures the contact information for qualified leads. The firm's legal assistants stop being the bottleneck on after-hours inquiries, and the qualification logic stays consistent across every lead regardless of when it comes in or which staff member would have otherwise handled it.
The system runs on a per-case operating cost of $10 to $15 in API consumption, with a monthly maintenance model that keeps the firm's total cost of ownership well below the cost of the headcount it offloads.
Case-type routing is the part that's hardest to replicate with generic tools. By separating the qualification logic into four specialized agents rather than one general one, the system can ask the questions a partner would actually want asked, not a flat checklist that misses the specifics of each case type.
