Ready to see what Superpanel can do for your firm's intake? Get in touch with our team at superpanel.io.

The challenge: extending coverage without growing the overhead

Kingsley Szamet Employment Lawyers, a California employment law firm, partnered with Superpanel to build Sophia, a digital intake co-worker running across phone and SMS.

The challenge wasn't volume. It was coverage. The firm's intake team handled calls and forms during business hours, but a prospective client in distress calling at 7 p.m., or filling out a web form on a Sunday morning, would reach no one.

To extend coverage, Kingsley had been using a traditional call answering service: a fixed pre-screen, live transfers during business hours, no web form handling. The cost ran north of $60,000 a year. That was only the visible half.

The hidden half was the time Kingsley spent making sure the service was delivering the experience the firm expected. Most call-center reps don't know employment law. Every script change, every edge case, every new rep meant another round of training, correcting, and auditing. That feedback loop was eating roughly 45 to 50% of the intake team's time.

Kingsley was paying twice: once on the invoice, and again in the operational cost of keeping the service performing at the level the firm cared about.

What was different: Sophia learns, and Superpanel listens

The traditional answering service offered a narrow set of capabilities: inbound call answering, a fixed pre-screen executed by humans, live transfers during business hours, no web form handling, and feedback loops where corrections recurred as new reps cycled in.

Sophia, built with Superpanel, now manages a substantially broader set of work:

• Customization that scales. Teach Sophia once and the change holds across every conversation.

• Deeper qualification, beyond a basic pre-screen.

• Multi-channel engagement across phone and SMS.

• Immediate follow-up on inbound web form leads.

• Pre-retainer document collection.

• Real-time live transfers when leads qualify.

• Pricing aligned to  hard outcomes - retainers signed.

What surprised Eric Kingsley, the firm's founding partner, the most wasn't a feature on the list. It was the partnership. Superpanel listened deeply to how Kingsley actually worked, including qualification logic, client experience standards, and the operational rhythms of an employment law practice, then customized Sophia accordingly.

Adoption: 98% of callers stay with Sophia, some over multi-day conversations

Like many leaders evaluating AI today, Eric brought a healthy degree of skepticism to the rollout. The question wasn't whether AI could pick up the phone. It was whether AI could deliver an intake experience that clients in distress would not just tolerate, but actually engage with.

The early data answered the question. Only 1 to 2% of callers ask to be transferred to a human. The remaining 98% stay with Sophia and complete the intake. More importantly, they aren't just tolerating her. They're engaging with her over multiple days of back-and-forth that spans phone calls, follow-up text messages, emails, and document submissions.

Inside the firm, confidence built quickly. Eric's weekly check-ins with Kim kept coming back clean. For Kim, the inflection point was live transfer go-live: once she saw Sophia successfully hand qualified calls to the intake team in real time, Sophia had crossed a threshold of sophistication. She wasn't just answering phones. She was carrying weight inside the intake process itself.

The outcome: 45 to 50% of intake-team time reclaimed, redirected to deeper work

Kingsley's team isn't using that reclaimed time to chase more leads. They're using it to go deeper on every lead Sophia surfaces. Sophia gathers more information up front, which lets staff have richer, more substantive conversations with prospective clients. That depth produces higher-quality leads and a better experience throughout.

Client experience is the part Kim watches closely. Many of Kingsley's clients reach out in distress, and an unanswered phone or a long wait compounds the stress. Faster, more consistent intake reduces the surface area for negative interactions.

Ready to see what Superpanel can do for your firm's intake? Get in touch with our team at superpanel.io.