AI intake & triage for a professional-services firm
A professional-services firm cut time-to-first-contact from nearly two days to three hours, and stopped losing enquiries between inboxes.
Representative engagement — the figures below model a typical project of this kind, not a named-client audited result.
Good enquiries lost in a manual handoff
Inbound enquiries arrived by email, a web form, and referrals, and were sorted and routed entirely by hand. Average time-to-first-contact ran around 1.8 days.
Worse, about 12% of enquiries received no response within a week, and roughly 18% were routed to the wrong practice lead before finding their way back.
Every enquiry classified, enriched, routed, and answered
We built an intake pipeline that classifies each enquiry by service line, urgency, and fit, enriches it with a firmographic lookup, and routes it to the right practice lead.
The pipeline drafts a tailored first response for that lead to approve, and tracks every enquiry in a shared queue so nothing is silently dropped.
- Classification by service line, urgency, and fit
- Firmographic enrichment on every enquiry
- Routing to the correct practice lead
- A drafted first response plus a tracked, drop-proof queue
What changed, by the numbers.
Nothing slips, and the first reply is fast
Enquiries are now answered the same day, misroutes are rare, and the tracked queue means nothing disappears between inboxes. The office manager spends an afternoon a week on intake instead of more than a day — and practice leads get fitted, pre-drafted enquiries instead of raw email.