AI Voice Agent Cuts Frontline Staff Needs in Half for California Workers' Comp Law Firm
50%
Targeted reduction in frontline staff (20 → 10)
100s
Of calls handled daily
25–30
New cases filed weekly across 12 law teams
Bilingual
Support in English and Spanish
The AI handles first-line triage so our staff can focus on complex client needs. We're targeting a 50% reduction in frontline team size while handling the same call volume.
Operations Director
Operations (Pacific Workers)
Pacific Workers is a workers' compensation law firm based in California, operating with 12 law teams and filing 25 to 30 new cases per week. The firm handles hundreds of inbound calls daily — from prospective clients, existing clients checking on their cases, insurance companies, defense attorneys, and medical providers. Every caller type requires different routing, and nearly every client call starts with the same request: "I want to speak to my lawyer."
The firm's frontline team — reception, assistants, and case coordinators — numbered around 20 people. Their job was to answer calls, identify caller intent, qualify new leads, route existing clients to the right team member, and schedule appointments. The volume was relentless. The team faced:
Hundreds of calls daily, most requesting direct lawyer access
Manual qualification and routing for every inbound call
Four distinct caller types requiring different handling paths
12 law teams with different case assignments
Clients unable to reach the right person quickly
Intake specialists overwhelmed with unqualified leads
No bilingual transcription in their existing phone system
High staffing costs to maintain coverage
The firm needed a way to handle first-line interactions without scaling headcount proportionally.
A multi-agent AI voice system was deployed to manage inbound calls, qualify leads, route callers, and schedule appointments — acting as the first line of contact before human staff. The system connects Dialpad, MerusCase, Microsoft Bookings, Google Sheets, and a custom analytics dashboard.
How it Works
- AI answers every inbound call and identifies caller intent
- Existing clients are recognized and matched to their case information in the CRM
- New leads are qualified through structured intake questions
- Calls are categorized: new client, existing client, insurance company, defense attorney, medical provider
- Qualified leads are routed to intake specialists; routine inquiries are resolved by AI
- Appointments are scheduled directly into staff calendars with availability checks
- Urgent or complex cases trigger immediate escalation to human staff
- All calls are transcribed in both English and Spanish
- Intake summaries push automatically to Google Sheets for team review
- A custom dashboard provides call transcripts, analytics, and performance tracking
The AI voice agent enables Pacific Workers to:
Handle hundreds of daily calls without adding staff
Target a 50% reduction in frontline team size (20 to 10)
Qualify leads before they reach intake specialists
Route callers accurately across 12 law teams
Provide bilingual transcription their existing system couldn't deliver
Give staff real-time visibility into call activity and intake pipeline
Free lawyers and case managers from misdirected calls
With the core system deployed, Pacific Workers can:
Expand automation to outbound follow-ups and appointment reminders
Add additional qualification logic as case patterns emerge
Integrate deeper with MerusCase for real-time case status updates
Scale call capacity without proportional staffing increases
Roll out similar systems to other practice areas
The AI voice agent transforms a 20-person frontline operation into a leaner, faster, more consistent client experience.
If you're a founder who's drowning in operational work that shouldn't require your attention, let's talk.
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