Playbook · Legal · Healthcare · Services
AI Intake & Qualification
Enquiries read, classified, scored and routed before a human opens them. The highest-return automation we deploy.
The problem
What this
actually fixes.
Enquiries arrive unstructured, at all hours, in wildly varying quality. Senior people spend chargeable time reading messages that were never going to convert, and genuinely urgent enquiries sit in a queue behind them.
The pattern
How the
automation runs.
01
Capture
Every channel — web form, email, phone transcript, chat — normalised into a single structured record before anything else happens.
02
Classify
Matter or service type, urgency, jurisdiction or location, and rough value band, extracted with a model constrained to your own taxonomy.
03
Qualify
Eligibility rules you define, applied consistently. Out-of-scope enquiries get a polite, accurate decline with a signpost elsewhere.
04
Route
Delivered to the right team with a structured summary and a draft reply, logged to the CRM with source attribution intact.
05
Escalate
Anything below a confidence threshold, or matching a defined risk pattern, goes straight to a named human with the reason attached.
What we measure
The metrics that
prove it worked.
First-response time
Qualified enquiry rate
Admin hours per week
Cost per instruction
Typical timeline
4–6 weeks
Typical investment
£6K – £14K
Sectors
Legal · Healthcare · Services
FAQ
Questions about
this pattern.
Yes. The agent captures and classifies information — matter type, urgency, location, rough value — against a taxonomy you define. It is explicitly constrained from giving advice or forming any agreement, and anything outside a confidence threshold escalates to a named human with the reason attached.
Across the engagements we have shipped, intake administration typically falls by around 60% and first-response time drops from hours to minutes. The saving comes from senior people no longer reading enquiries that were never going to convert.
They route straight to a human with the full conversation, the structured summary and the reason for escalation. The design principle is that an uncertain agent should hand over immediately rather than guess — a wrong confident answer costs far more than a handover.
More playbooks
Other patterns
we run.
AEO Content Briefs
Content shaped to be quoted by answer engines: entity-clear, answer-first, structurally marked up.
No-Show Reduction
Multi-channel reminders, easy rescheduling and waitlist backfill. Empty chairs are unrecoverable revenue.
Document & Contract Review
Extract, classify, compare against your playbook and flag deviations. The model drafts, a human decides.
Let's talk
Run this pattern
in your business.
Thirty minutes, free. We will map this pattern onto your actual process, estimate the saving, and tell you whether it is worth building — sometimes it is not.
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