Streamline lead management and opportunity management for Legal

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so I'm going to just jump in right with the first question here Joe I you know intak unique approach I'd love to hear more about how inakerya [Music] yeah well I think it might be start uh it might be good Mark to start at a quick backstory of how this whole thing started um we have two co-founders and uh CEO puya was working uh on a different startup at the time in a Wei workor and uh involving natural language processing kind of before there were large language models llms they were kind of small language models at the time this is going back to like 2017 2018 uh he had a um a neighbor in that office uh an attorney you know startup attorney founder personal injury firm uh in Los Angeles and uh he was you know really energetic enthusiastic passionate and very loud on the phone uh all the time and so much of his time was just spent talking to people who were not even clients on the phone just you know leads that that he was getting and trying to find out are these people that he can help or not and so um it was not the most efficient use of his time as you can imagine and so um as The Story Goes puya took his neighbor uh attorney David out to lunch to ask him to keep it down um you know but really just to find out like what he was uh struggling with and you know when he found out that it was an issue just of making sure that like he understands what these people's needs are and he can really focus on helping just the people that that have those challenges that maybe were injured that had you know something that he could help with you know he was able to spin up something really quick you know basically on a tool uh you know like type form that style to uh find out what are those qualifying questions that he would need to ask before that phone call and just send it as a link so text it to folks as a link before that initial call just say say Hey you know uh Take 5 minutes just answer a few of these questions it's really going to help us when we get on the phone um and he was so impressed by that that he said hey you know this is really cool and you know if you did this and that and uh you know then I have a bunch of friends from law school that could really use something like this and probably pay you I don't know 100 bucks a month for something like that and that was the light bulb moment uh where they pretty much shut down the other uh you know startup that they were working on at the time and pivoted to just focus on legal and legal Tech and kind of feeling a need in the in the industry when it came to two things capturing more leads and pre-qualifying them that's kind of where it started and I know that one of the things that you mentioned earlier is you know having a lot of different options in terms of prompts for when someone comes on a website chat uh asking the right questions so you know for those who may not be familiar and what int taker does as as a website chat it offers pre-built prompts for uh website visitor we can take personal injury for example someone comes on a site and there might be different options for maybe an auto accident versus a dog bite or even a like nursing home uh type case and the qualification as you can imagine is totally different in those situations yes you might have you know were you injured when was the injury where were you located those are kind of standard but to understand more of the facts of the case before um you invest a lot of time speaking with this potential client even if it's 20 or 30 minutes uh getting the information up front to make sure that you know who to focus on if they have a case if you can help them and just make sure that you're getting that information before you're investing the time but it goes a little deeper than that because there's the other side of uh adding that compassion that empathy that human touch right when you have more information and you can understand someone's situation on that first phone call you can go a little bit deeper into you know what they need the kind of support they need emotionally as well as just the facts of the case um so all little things but you know at the end of the day increasing that sense of connection that rapport that engagement between potential clients and attorneys upfront while making sure that law firms can focus on those cases that matter and not necessarily spend time speaking to the you know the tire kickers who might reach out especially on website chat I mean one more thing to add which is if you're an attorney and you're using website chat right now you might have had some experience where could have been frustrating at some point that you're speaking to a lot of folks chat leads are coming in but they're not qualified they're might be a lot of you know what looks like people that frankly you can't really help reaching out and that can get frustrating right so getting tools that can help you kind of sort through earlier just to make sure that you're not wasting your time on the wrong opportunities while also you know giving people a chance to um uh giving people a chance to uh raise their hand and and and see you know how how you can support them um early on in the process we did not even talk about the video yet I know that was another question but I think I talked long enough yeah no let me I know from our firms that have intak on their website we always get this immediate feedback and it is this is so cool and it's saving me time I think those are the two things that we always that we always hear right away um the saving time obviously their intake person or themselves they're not wasting the time like you mentioned with the tire kickers trying to pre-qualify everyone and they end up on a lengthy phone call of billable hours which aren't billable at all because you just basically wasted 30 minutes for someone that you you can't help and the other thing is when they say this is so cool I think it's speaks to the technology of like they have this assistant basically int taker on their website and it's doing most of the heavy lifting um how does a firm then besides these two things that like we hear right away it's cool and it's saving me time does int taker measure anything for the firm to give them some analytics about actually what's happening yeah good question and I think data is one of those uh pieces of the puzzle not all firms are equal in terms of the data that they capture and that they use to run their business but more data is always going to help when you're looking to find those inefficiencies and there are a few things that that as far as analytics go um where there's a little you can dive deeper with intak than maybe a typical website chat just because of the nature of how that was built and I can come at it there's kind of like two levels right the first level is like marketing analytics and that's kind of straightforward to measure the second is productivity for the firm and that's maybe a little more intangible unless you're really tracking everyone's time um but on the marketing side you know there's a few things that are going to move the needle right things like the conversion rate for your for your chat leads meaning of all the people coming to your website and your landing pages how many of those people are you know converting raising their hand looking for help uh that's kind of the the core metric that you can use to compare any chats right you're talking about an automated chat like int taker or a live chat where there's a live agent on the other side the conversion rate is the most simple one but beyond that there's another which is the qualified conversion rate you know there's like the concept of qualified sales leads just making sure that of all the folks coming in the door you have insight into you know who are those opportunities that you can that you can help those folks that um are uh you know really eligible potential clients versus those Tire kickers that you mentioned before and so having a tool that can help make that level of filtering uh easy for you and the nice thing is it's different for every firm I'll give you another example for personal injury and I go to that just because it's one of the most competitive markets and uh you know it's where there's like the most competition for you know perform make sure your chat can deliver results right you know but there could be two different firms um they could both be successful and both be you know uh you know dominating in their Market but they might be going after different potential clients like some injury firms might only consider leads who had an injury in the past 30 days right other firms may consider you know or want to sign clients that have an injury that can go back 18 months right depending on the statute limitations in that area and kind of the goals of the firm and so the those are data points where typically it would be hard to in like an unstructured data set if you're just getting you know chat information be able to tell you know okay of all the leads that I got you know who kind of matched this very narrow specific qualification criteria that our firm has um one of the things that int taker does a little bit differently is being able to understand not just the data that the leads are sharing details about their case but also you know what are those needle movers for the law firm what are those data points that that really matter to them basically what's the qualified lead for that particular firm it's going to be unique to every Law Firm but having a tool that can understand basically very simple and plain English using some pretty cool AI stuff uh understand what a law firm considers a home run what's the qualified lead what's not a qualified lead and then help them every chat lead that comes in kind of see who matches those criteria and then produce some kind of analytics or some measurement tools to understand those leads that are coming in the door how many of those would you consider are qualified leads you know what I mean yeah got it for sure um I'd love to hear from you sort of a a case study or maybe your favorite story about a firm that has uh installed int taker on their website I know from our point of view as the agency when we recommend a client put int taker on their website like I mentioned to you before here in the conversation we always hear like right away this is so great it's saving us time it's saving our intake person time and we really now know who we're speaking to before we ever speak to them but can you share U maybe a recent story of a firm that called you after they um put intake on their website yeah yeah I do have a client um who I can point to and we didn't they weren't like a we didn't sign them up that recently but it took a few years to get them started they've been with us about two years now um and his name is uh Jim Keller he operates a successful personal injury practice in the Midwest and in some Southwestern States and you know he's been part of the intak family um yeah since uh 2022 and before that he was actually Staffing all of his chats in-house right he had his own in-house intake team not just answering the phones but you know responding to chats and the reason that he did that is just because of the horror stories that can happen when it comes to Outsourcing your live chats and potentially you know th those those cases I don't know if anyone you know uh listening or seeing this later has ever experienced when you get someone that was potential client come in the door from chat and then for whatever reason there was a mishap and the live agent dropped the ball either telling them no we can't help you with that matter or just you know mishandling the situation um and that gets like really expensive and so trying to avoid that issue Jim just had all of his operations in house making sure that his chats were handled by his team and you know they were responsible so there was none of that issue but it brought a lot of other operational challenges where now with chat you need to make sure that you're responding pretty much lightning fast because if you don't get an instant response if you submit little chat inquiry and you know especially if you're not yet sharing your name phone email that sort of thing then you know every second counts so there's that issue having 247 coverage making sure that his intake team is you know can do this well while also like handling the phones and and everything else in terms of serving clients and and the work that needs to happen so it's complicated issue there's so many things there that could have been solved with Automation and that's why Jim you know was like looking for a tool like in taker um and after we got him started right uh there were kind of three things that happened number one the leads went up the chat leads on his website just more conversions more quity IFI lead more at bats essentially for his firm um for some of the reasons that I mentioned before especially with things like response time and just uh creating a more engaging experience I mean one thing that Jim also did really well was having that video feature Mark I know we talked briefly about having a video as part of that personalized welcome to someone's website inviting them in letting them know hey if you were injured you you might have a you know a case something we can help you with we'd love to see how we can um how we can serve you so please reach out small little note like that especially when it's produced with you know that authenticity and that real warmth um personal injury attorneys do it great but even any attorney who has experience with clients um you know can do this add that short little video on their website uh but that Jim did a great job and that just led to more leads less time being spent from his team you know dealing with those unqualified folks unqualified leads that we talked about you know but the most important thing is just signing more cases from his website chat at the end of the day it has to make sense financially the best way to do that is to use the tool that's going to get you the best results in terms of the one metric that matters and that is are you generating more revenue or you signing more cases from the the tool that you're using your website Chad um and you know it's been yeah almost two years that Jim has been with us on the platform now and uh you know we uh we're we're about to take it to you know the next level with some of the AI stuff uh as well as you know deeper Integrations with a lot of the other tools in the space um other Case Management Systems especially to make sure that we're closing the loop between the leads that come in that int taker can work not just on the chat side but things like the follow-ups the automation texting um as well as emails uh having that information work with uh all the modern case management tools that a law firm is using whether that's fevine or Cleo or NEOS or any of them um so that's a bit about Jim I think that's all I wanted to say about that yeah no that's that's a great a great case story and um how a firm is is using int taker let me get your take now on where client communication is going I you you dro the AI bomb there a couple different times I don't think I've had a conversation in the in the last uh you know 10 months with someone that hasn't said AI in it myself included um but I'd love to get your take on not only AI when it comes to client communication but where's int taker going um in the next you know 12 months here it's very interesting and you know there's some things that um I'll save for a little bit later this year some things that we're working on right now that's you know truly mindblowing um but I'll also talk about kind of where we're going and what to you expect in the next couple of months in terms of the product development using AI so uh sure everyone listening or watching you know remembers it was November 202 uh 2 that kind of Chad GPT initially came out um or you know became really popular um online and you know a few months after that the company open AI had their apis available for other developers to start using these tools and then shortly after that they released their you know most powerful model GPT 4 which still is like the most amazing thing that's ever happened in terms of you know accessibility uh with you know high powerered like AI tools so um yeah just to give you an idea kind of where we've come and where we're going uh it was was last year that int taker released the first Integrations with AI um in the product through something called AI custom fields which is basically allows all of the data whether that is uh you know chat transcripts that come in whether that's text conversations that can happen using automation or using kind of manual two-way text those are all tools inside untaker um and more recently even uh information from call transcripts because int taker in addition to uh you know the chat can perform what's called a live transfer move chats to phone calls and then all of that information can now be recorded captured and any information on any of those sources can be analyzed and with either extractive AI meaning knows what to look for and kind of pulls out the right formatted information whether that's dates whether that's specific information whether that's keywords or you know some of the other more highlevel capabilities of generative AI like making decisions that is when you're telling AI kind of what's a qualified lead what's not a qualified lead or other things that might require you know higher level thinking than just like extracting data you can set up the AI custom Fields inside in taker to uh not just parse that information but make a lot faster decisions about who are the best opportunities um and you know where that's going is now connecting that to the rest of the automation engine that we built so I'll give you three quick examples number one is moving those live trans that I mentioned we want to focus on moving a conversation to a phone call as fast as possible when the lead is qualified kind of like what we were talking about before you don't necessarily want to you know spend all your time talking to someone if you don't know the facts of their case and if you can help them so being able to initiate that live transfer when leads match that qualification criteria which the law firm can tell AI in plain English what's a good lead what's not a good lead and it knows enough to kind of make that decision the second thing is being able to uh you know schedule an appointment or you know uh send like a followup or you know an invitation to people to maybe schedule that consultation again when they meet certain minimum criteria uh and you know right now these are all automations that can happen in [Music] inakerya send a retainer you know for smaller shops that might uh they might not want to do it that way they might want to have a phone call with every uh every lead but you know especially if you're running a higher volume practice or even something like whether that's traffic tickets whether that's Social Security Disability uh any of those uh practice areas where you kind of have a clearer understand or even Mass tour right um you want to get a retainer to someone right away AI can help you do that and kind of that's where we're going in the next few months and you know there are even more amazing AI tools that are intak cooking uh that you'll hear about a little bit later this year but uh that is kind of a look ahead to the Future and you know one other thing because there is so many different AI tools available right now a lot of them are focused on content a lot of them are focused on you know um different content generation marketing functions that sort of thing there's not a lot of players who are really using AI to do the heavy lifting in terms of making Fast decisions but good quality decisions and then being able to turn that into results for your business so that's kind of where we're going uh and that's how we're looking to use AI for the rest of 2024 and you know eventually we'll have like AI you know closers that can just take your clients all the way through and uh you know we're we're a little ways away from that but as you might have seen with kind of the recent you know even like video uh generative AI um you know text to video that just came out this week uh these things are moving so fast that if you don't think we're going to be in the spot a year from now where you're talking to a robot on the phone and you think it's a person um just wait yeah I I feel the I feel the same way with you I always tell the team here at forward push it's like we're using these tools this week um we should just get on a 14-day trial for everything because in 14 days there's going to be something else that replaces this that's 10 times better and then in another two weeks there'll be something else that replaces both of those that will be a hundred times better but you are so right the text to video is unbelievable and we are just looking at the baby version of it I you know we'll see December 2024 at the end of this year what what that video looks like and how many large scale movies it's it's putting out right now people are just talking about these you know 15sec clips for shorts uh I know in our life time we'll actually probably see it produce these Spielberg type movies um just by someone typing in prompts pretty wild but yeah you know I mean it could be scary um but it's also an opportunity right and uh I guess it's up to you know everyone listening and watching you know where you want to be when the world is moving in this new direction if you're going to stay uh you know safe and comfortable and in an environment that you know uh and kind of wait for the world to kind of move on but that safe and comfortable environment is isn't even going to be here in a couple years and so it's probably better to take the uncomfortable Action Now start using these tools uh but they don't have to be it doesn't have to be a big hurdle right I mean one of the things that int taker like started with one of the ethos is yes adding empathy right just making the engagement more human even though it's automated but at the same time making it a lot easier for the staff at these law firms to use these tools without interrupting their workflow without needing to like learn a bunch of new things um and that's kind of how it's moving forward in the same direction with AI is you know how can these tools kind of work in the background to support you support your team without you needing to really get you know too involved in the nitty-gritty details um can you just make those decisions to you know find the right technology Partners to help you get to the next level without uh sacrificing a ton of your own time and energy to learn all the inner workings of these tools you can just focus on what you love to do uh and you know what you do best and uh we're here to kind of support anyone who wants to learn more in the technology side um to get better results perfect it sounds like you and I agree that it's um AI isn't going to rep replace lawyers it's lawyers that use AI that are going to replace lawyers that don't that's right [Music]