Fears Dudley Law

0:03

My whole background is people-focused. I'm not an easy person to win over, but I will say that now I'm a huge fan. It has made us more efficient, more effective.

0:21

My name's Debbie Ames. I am the COO for Fears Dudley Injury Law. Fears Law practices personal injury in the state of Texas.

0:28

We have one receptionist who actually works for multiple entities that our partners are involved with. When incoming calls got through to the switchboard, they would have to determine which entity the call was coming for. They'd have to look up the client in multiple systems to figure out where to direct the call. It was very time-consuming. Oftentimes there would be multiple calls coming in, so it was a long process. Clients had to wait on the phone for a long time. We had clients hang up because they didn't want to wait. We did have clients that complained because we couldn't get them where they wanted to go fast enough.

1:02

There's nothing more frustrating than being a client-focused individual trying to get a client where they need to go. Somebody's walking in the door, you're on the phone, another call is coming in, somebody's calling you from upstairs because they need something, and there's no way you can provide the level of service that you want to provide. Personal injury means we're dealing with people that are in some of the most difficult moments of their lives. It's asking a lot of people to wait, or to continue to share and share again when they're experiencing something traumatic.

1:31

My whole background is people-focused, so the idea of having a machine just really did not appeal to me. I was skeptical at best. The team was concerned at first. With any kind of new system, there's always: why are we doing this? Why is there a change? Do we really need this? I meet weekly with my case management team, and I introduced this to them. I let them know that we wanted their feedback and wanted to work with them to implement this the best way possible. Can AI really be compassionate? That's what you need from a person or a machine answering the phone. Compassion is what we're looking for.

2:08

My confidence grew because of the transparency in the system. I was really surprised at how easy the process was, to be honest. This is not something that I was excited about rolling out. I was a reluctant participant, but it truly is a partnership. It’s really exciting to be part of growing a new process.

2:25

We are routing calls where they need to be significantly faster. Knowing that you can call in and get to the person that you need to talk to as quickly as possible, I feel really good about that. The response from the team here and from the people calling in, a lot of whom are providers or repeat callers, has been really positive. They don't always know that they're talking to AI. They just know that they're getting where they need to go in a timely fashion, and they feel like they're being serviced at a high level. I'm not an easy person to win over, but I will say that now I'm a huge fan.

2:59

Our whole use case for AI is to get our team to where they can spend their time dealing with the most critical people issues. The team loves it. They are getting that whisper message, so they know exactly what to prepare for. That's the beauty of it: it's customizable, so it knows exactly how to follow up because it's following my script. Most of the calls the AI has responded to, callers just feel like they're being engaged and sent to where they need to be. They're being taken care of.

3:32

Reflekt Legal AI has really given me insight into what is happening in my department, what issues are arising, and what I need to address. I didn't really have insight into the call volume before. I could go into Teams and pull a report to see what the call volume was, but now that I can actually see a transcript of the calls and hear the calls, I have a much better sense of what the content of the calls is. The Reflekt team has been able to train the AI to use compassion in the way it's interacting with callers, and I'm really excited to see how it can help us deal with other roadblocks the team faces and provide that one-on-one with a human being where it's most needed.

4:15

AI never brings a bad day to the office. We want to exceed people's expectations, and human beings can't always exceed expectations. It's a choice to choose our firm. AI doesn't have a bad day. Their dog never has to go to the vet.

4:31

Reflekt Legal will make you more efficient. Any business owner that has routine tasks, like answering the phone or screening leads, anything that requires you to be engaged on the phone in a routine task that doesn't necessarily need a skilled human touch: there's nothing to lose by trying it out and everything to gain. It has made us more efficient, more effective, and has actually helped us be more client-centric.