Case Study: Kotak Law
Kotak Law Transforms Their Client Intake Process with AI Agents
Kotak Law
Kotak Law is a prominent Canadian law firm specializing in personal injury and disability law. Led by principal lawyer Nainesh Kotak, the firm is widely recognized for its expertise in challenging denied insurance claims.
Challenge
Kotak Law needed a truly consistent 24/7 intake process, but like many personal injury firms, they were relying on traditional answering services after hours and on holidays. While these services could take basic messages, they lacked the legal context, urgency recognition, and structured questioning required for proper injury intake. Potential clients calling after an accident are often stressed, in pain, and actively contacting multiple firms; if they don’t feel heard, guided, and taken seriously immediately, they move on. Messages passed along for next-day follow-up created delays, incomplete information, and lost opportunities. The challenge was not simply answering the phone, it was delivering a knowledgeable, empathetic, and conversion-focused intake experience at any hour, without gaps in quality, compliance, or responsiveness.
Solution
To enhance responsiveness while maintaining consistency and reducing operational costs, Kotak Law deployed a custom AI Voice Agent built by FluvioAI.
This AI Agent was trained to:
- Answer Every Call – Automatically handles all incoming calls during peak hours, after-hours, weekends, and holidays when staff are unavailable.
- Natural, Empathetic Conversations – Engages potential clients in a calm, human-like dialogue to understand their situation and assess eligibility.
- Complete Structured Intake – Follows a consistent intake framework to ensure all critical legal and case-related questions are properly covered.
- Generate Clear Case Summaries – Produces concise, well-structured summaries that highlight the most relevant facts for immediate legal review.
- Instant Team Communication – Delivers transcripts and summaries to the legal team in real time for rapid follow-up.
- CRM Integration – Automatically files call details and structured data directly into the firm’s legal CRM system.
Results
• 100% of Calls Answered – Every incoming call is handled immediately, eliminating missed opportunities and ensuring no potential client is left waiting.
• 60+ Completed Intakes Per Month – The AI consistently manages high call volume, with average call durations of 6–14 minutes, accurately completing complex intake forms in real time.
• Increased Client Capture – Prospective clients engage instantly with a structured, empathetic intake process, improving the likelihood of securing the case before competitors respond.
• Eliminated After-Hours Gaps – Removed reliance on answering services while maintaining a professional 24/7 presence.
• Reduced Administrative Burden – Automated summaries, transcripts, and CRM entry save staff hours and eliminate vague or incomplete messages.
• Scalable Without Additional Payroll – Intake capacity expands automatically during peak periods without hiring or training additional staff.
Talk to Our Agent
We have a number of inbound and outbound agents that you can test right now. See for yourself!
