Every law firm has a leaky intake bucket. The hard part isn't fixing the leaks — it's finding them. Most firms sample a handful of calls per agent per week, which means the overwhelming majority of what happens on the phone is simply never reviewed.

In this Smith.ai Masters session, Hayden Haskins, CEO and co-founder of Speed.ai, walked through what his team learned from analyzing more than 3 million intake calls: where qualified cases actually get lost, why training alone can't close the gap, and what changes when a firm reviews 100% of its calls instead of 5%. Hosted by Maddy Martin, GM of Legal at Smith.ai.

Key takeaways

• Firms lose an estimated 10% to 30% of viable cases at intake, worth roughly $325,000–$350,000 in annual revenue for an average growth-stage firm.
• Speed.ai has catalogued 100+ distinct “lead leaks” — unexplained holds, long hold times, giving the caller homework, snap judgments on incomplete information.
• Sampling 5 of an agent's 100 weekly calls leaves a 95% chance of missing the week's real problem. Full-coverage review removes the blind spot.
• 65% of qualified leads are never asked how they heard about the firm — the single cheapest attribution fix available to any intake team.
• Lead rescue works because of the service recovery paradox: a caller whose bad experience is quickly acknowledged and fixed often ends up more loyal than one whose experience was merely fine.
• The pattern holds beyond personal injury — immigration, family law, and criminal defense firms see the same leaks, with “converted” redefined as a booked consultation rather than a signed retainer.

The call that started it: a seven-figure case that almost hung up

Hayden opened with the first call Speed.ai ever flagged for rescue. A father called from the back of an ambulance after his 18-month-old fell through a missing balcony baluster he had repeatedly asked the apartment complex to fix. Liability was clear and documented. The intake agent asked him to send photos, put him on hold for roughly 90 seconds, and he hung up.

Speed.ai's team spotted the call in review, told the firm to get him back on the phone and send someone to the hospital. It became a seven-figure case — and the reason Lead Rescue shipped in the production product.

She's telling him, hey, I need pictures, the attorney's gonna want to see pictures. He's like, I'm in the back of the ambulance. If you can't help me, I'll just call someone else.

That one call contained at least four catalogued lead leaks: putting the caller on hold without explaining why, a hold long enough that he hung up, giving the client homework before signing a case whose facts were already clear, and a snap judgment on viability from incomplete information.

Why this isn't a training problem

Hayden was emphatic that lead leak is not a story about bad agents. Intake reps disqualify callers all day, because most callers genuinely aren't qualified. That muscle gets strong, and pattern-matching to a “no” becomes the fastest route back to the queue.

Training can't necessarily fix every hole that might exist in your intake department. It can't stop every leak. The best training in the world, you're still going to have human beings answering that phone and making human mistakes.

His analogy for the review gap: asking your accountant whether anyone is stealing from you, and hearing back that 5% of transactions were clean, therefore there's no fraud. You can't know what you haven't examined.

The six blind spots full-coverage review removes

When every call is analyzed rather than sampled, Hayden argued, six recurring blind spots disappear: lead quality by marketing source; individual agent performance and who actually needs coaching; whether agents are identifying and qualifying cases the way the firm wants; whether callers are treated with empathy; what the after-hours or overflow service is really doing; and true first-call close rate.

The after-hours blind spot drew particular attention. Answering services get acquired and consolidated, quality drops, and firms often don't find out for weeks or months — if ever. Hayden described one call where a prospective client stopped to ask whether that was a chicken he could hear in the background.

He also framed customer experience as the current competitive frontier. Phone book, then digital, and now — with most firms running adequate digital marketing — how a firm treats people. That starts at intake.

Lead rescue, and the second bite at the apple

Lead Rescue changes nothing about the agent's workflow. The call comes in, intake happens as usual, the lead is entered as usual — and AI reviews the recording afterward, flagging viable cases that were improperly rejected or mishandled so leadership can re-engage.

There's no other phone call where someone can go from not knowing who you are to contacting you and becoming a five-, six-, or even seven-figure client in 15 to 30 minutes without ever taking out a credit card.

Hayden cited a record of 22 cases rescued in a single month at one Atlanta firm, and another firm recovering four within its first 24 hours. Across all customers, Speed.ai reports just over 3,400 rescued cases representing more than $50 million in recovered revenue.

He tied the underlying logic to the service recovery paradox: a client whose bad experience is acknowledged and quickly rectified often ends up rating the firm higher than one whose experience was simply good from the start.

The attribution question 65% of intake teams never ask

The exchange Maddy flagged as the most broadly useful takeaway had nothing to do with software. Speed.ai's analysis of roughly 2.5–2.75 million calls found that 65% of qualified leads are never asked how they heard about the firm.

If there's one takeaway — if you decide not to do the trial — at least go and tell your intake team to ask those people how they heard about your law firm.

Maddy walked through why the two data points differ. Someone asks for a referral on Facebook, gets a recommendation, then Googles the firm's name and clicks a paid or organic result. Your analytics credit PPC or SEO. The real source was the referral — and without asking, you never learn which channel to double down on, or who to thank.

Does it work outside personal injury?

Yes, with one adjustment. Hayden reported strong results with immigration, family law, and criminal defense firms, with estate planning on the roadmap. The coaching insights — hold times, complete contact capture, comprehensive intake — are practice-area agnostic.

What changes is the definition of a conversion. For PI, that's often signing on the call. Elsewhere it's booking the consultation or the deeper intake call, and the model is configured to score against that instead. Maddy added a vector specific to firms that charge for consultations: how well the agent explains and sells the value of that paid consult.

Where Smith.ai fits

Several of the leaks Hayden catalogued are structural rather than behavioral — hold times, after-hours coverage, a paralegal doubling as the intake rep. Those get solved by changing who answers, not by coaching harder. Smith.ai's 24/7 legal answering and intake service handles overflow and after-hours calls with trained professionals who qualify callers, capture complete intake, and — yes — ask how the caller heard about you.

This session is part of the Smith.ai Masters series, our ongoing webinar program hosted by Maddy Martin, GM of Legal at Smith.ai, where industry experts share practical playbooks on marketing, intake, operations, and practice growth. Follow us on LinkedIn for future session updates and more.

Full webinar transcript

This transcript was auto-generated from the webinar recording and lightly edited for readability. Speaker labels mark the main turns in the conversation.

Maddy Martin: Okay, all right. Let's do it. So let me make sure that we are recording. Yes, we are. Okay, well, welcome, everyone. Thanks so much for joining us for another Smith.ai Masters series webinar. Today, we're going to be talking about how to rescue your lost leads with AI intake intelligence with Hayden Haskins, who is the CEO and co-founder of Speed.ai. I've known Hayden and his brother for quite a while. We've been in legal marketing together for quite a long time, so I'm excited to have him here for the Masters series. Hayden is going to be talking about how to... Stop missing qualified leads at intake with a method that I'm sure you haven't seen before.

And the reason that I pause is that he is going to give you such visibility into this intake advantage. That... I mean, frankly, it blew my mind, I think it's gonna blow your mind. There's a lot of data that he has to back up his claims and evidence, and it's going to become very clear why he's saying that top firms are using this to dominate at intake. And really solidify, shore up that leaky bucket that is so common across law firms' intake funnels. So, if you want to get more visibility into your pipeline, recover those missed opportunities, and prevent the blockages from the start, you're in the right place.

And Hayden, I will let you take it away, and I'll be here, you know, to navigate any questions towards you. Or to ask you a couple questions myself, so go for it.

Hayden Haskins: Appreciate it. What an intro. Yeah, so for those of you all who don't know, my name's Hayden Haskins. I'm one of our founders here at speed.ai, and we've developed here is the first ever legal intake intelligence platform. This was a problem that we had kind of wrestled with. I've been in legal marketing for 14 years. My brother and co-founder has been in for about 16, maybe 17 years, and we constantly had this issue where some firms would close absolutely every lead that comes in. Other firms would struggle to close and just didn't know why. So, in the olden days, we would kind of have to go through and manually review a lot of their calls, find where, you know, qualified leads ended up going to voicemail, ended up, you know, being disqualified, for no reason other than the, intake representative and the paralegal were the same person.

So the paralegal was looking at it like it was extra work. And so... Over the course of several years, we've been hacking away at this problem, andlast year, we finally released a product, this product, speed.ai, in an attempt to solve it, and we've been having, great results with firms that are using it. So far. So, I was going to start by playing, kind of the first phone call that was ever, rescued, but, so let's just talk about how firms commonly miss qualified leads at intake. So... Again, this was going to be a video Maddy and I were going over before this, and just we couldn't get the audio to come through, so I'll just describe it to you.

A gentleman calls a law firm that we had been working with for quite some time. He's distraught, does not sound like he's in the best spot. He's talking to the intake representative, about what had occurred. He had an 18-month-old, and he was living in an apartment complex on the second floor. And he was in the process of moving out. He said that he had called the front office at the apartment complex multiple times about a missing baluster that was missing from the balcony in his apartment. And, he turned his back for maybe 15, 20 seconds. If you're a parent in here, I'm sure you know that disasters can happen then, and his 18-month-old had crawled out onto the balcony and fell through the missing baluster.

So this gentleman, when he called the law firm, was in the back of the ambulance. He's talking to the intake representative. There is very clear liability on the part of the apartment complex for not maintaining safe premises. There's documented contacts of him calling the insurance... Calling the apartment management company, telling them that this needs to be fixed, and them ignoring it, and then a, you know, to disastrous result. So,Once we saw this call, you know, we had kind of, like, a bare-bones version of, the software. We saw this call, we listened to it, the guy just gets frustrated with the agent, because she's telling him, hey, I need pictures, the attorney's gonna wanna see pictures.

He's like, I'm in the back of the ambulance. If you can't help me, I'll just call someone else. And then she puts them on hold for about a minute and a half, and he hangs up. So, we were just kind of analyzing the calls as they came in, and we looked, we saw this one, and we were like, get them back on the phone, get this guy back on the phone with this law firm, have them send them down to the hospital to meet him. And sign the case up. And they did, right? And it ended up being a seven-figure case, obviously. The child had a brain bleed, an orbital fracture.

It was just a tragic situation. Luckily, he's going to make a full recovery, but you don't really know that until the child is much older. So, once we kind of saw this, you know, we had been toying around with the idea of, this feature called Lead Rescue, which I'll show you later in the presentation. But that's when we decided, hey, this needs to be in the full production version of this software, so... So, what we discovered is, on average, firms lose anywhere from 10% to 30% of viable cases at intake, and the average annual lost revenue per firm when... in all the trials that we've run, is about $325, $350,000, and this is just based on our analysis.

We've analyzed over 3 million calls to date. Since our launch May 1st in 2025. So, this isn't necessarily a problem with how your agents are trained. It's not that your agents are bad at their jobs, or they're bad people. They just are human beings that have human brains, and human brains. Unfortunately, are not perfect, right? I'm sure you can look in your own experience when you've had certain cognitive biases, overlooked certain details, forgotten things, forgot to ask certain questions. And, so, you know, every intake agent is using mental shortcuts, you know? They are... they've learned certain patterns that mean certain outcomes for those, for those intake calls.

Most people that call your law firm are not qualified. So that muscle of disqualifying leads all day, you know, call after call, gets pretty strong, and they learn to spot patterns in order to disqualify cases so that they can just get back on the phone with other leads. So, it's not because they're bad people. But people do make mistakes. Training can't necessarily fix every hole that might exist in your intake department. It can't stop every leak. The best training in the world, you're still going to have human beings answering that phone and making, human mistakes. So when human beings make these kinds of mistakes, we call those lead leaks, right?

And we've identified over 100 different sources of lead leak. So on the call that I referenced earlier, there were several. You know, number 33, which we call, you know, putting the caller on hold without explaining why. Number 34, the hold time was too long, so the caller hung up before the agent returned. Number 52, we used to call this kind of, you know, it was 52 and 66, we are kind of the same thing. We've essentially given the client homework. You are requiring them to send you pictures before you're going to sign up the case when you already know the facts of it. You can sign that person up, get the investigation, get the pictures later.

This guy's on the way to the hospital, and he was saying that the. Property manager was actually following them to the hospital, and I'm sure was there to try to record them, get recorded statements on the record to try and limit the apartment complex's liability. And, number 71, the agent makes a snap judgment on case viability with incomplete info. We actually spoke with that agent after the call. We sent a supervisor to meet this gentleman at the hospital, because that agent just had a poor attitude. That agent, we called her afterwards, and. She actually insulted the man and said he would be a difficult client.

But we're not all like, I don't think I would be at my best in that situation. I'm sure if you put yourself in his shoes, your 18 month old just... fell off of the second story of an apartment complex due to an issue that you had told them multiple times to fix. I'm sure you wouldn't be at your best in that situation either.So, we like to look at LeadLeak as kind of like the 120-point inspection at the car dealership. If you don't have any lead leaks on a call, it's probably pretty good. So, in the past, what you needed to do in order to find issues in your intake department, what the current lexicon is, is.

Sit down and listen to your calls. Now, when we were doing, you know, manual, intake coaching, we were... Sampling 5 calls per agent per week. Now, let's just imagine a... an intake department of a decent volume firm. Each agent is handling 100 calls per week. And if we're getting 5 calls per week per agent, that's 5 out of the 100 calls that they took. That means you have a 95% chance of missing whatever issue might have happened that week. And if there are issues. And you're only analyzing 5% of the calls, in this scenario. You've got a 95% chance of missing something, right? So, you know, imagine you are going to your accountant and saying, hey, I want to make sure that no one is stealing money from me.

And he says, it's all good, we've analyzed 5%. of the transactions in your account, and we could tell you none of those were fraudulent, so there is no fraud occurring, right? You don't know what you don't know, and you... you can't know anything about it unless you, examine everything. So let's just kind of talk about the cost of lead leak. So, you know, this may be these numbers may be different for your firm, but this is just on average what we're, you know, what what we see at most growth stage firms. Average case value of about $15,000 in fees. Three intake specialists over 12 months.

It's over half a million dollars annually just by little mistakes that happen here on the phone.So I want to kind of talk about why having that 100% visibility is the ultimate advantage for personal injury law firms and for intake departments specifically. There's a guy, his name is Ken Hardison, you probably know who he is, but he has this saying that your team will respect what you inspect. And that our... it couldn't be more true. So, what if you could see everything, right? So, if you're manually reviewing calls, you got 5% of your calls actually being reviewed, or 95% chance of missing. Missing something, but with Speed.ai, you can actually have 100% of your calls analyzed.

So, this happens automatically, instantly, without any additional headcount, without any additional effort needed on your end. So there's, you know, six blind spots that I want to talk about. That will disappear once you have 100% visibility into your intake calls, right? So the lead quality from all your different sources, that goes away entirely. Your lack of visibility into your agent performance, you know, who are your top closers, who needs coaching? That goes away once you're analyzing 100% of your calls. Whether or not your agents are identifying cases, how you would like them identified and, qualified. So, you know, I've seen where, you know, a workers comp firm was turning people away because they heard of an employment issue, and they said, hey, you need to go and talk to an employment lawyer without further exploring the incident.

Where there was a viable workers' comp case. Like, you can... you can, sign up the workers' comp case and refer the employment side. Whether or not your agents are treating people with empathy and giving them a good experience, that, and I'll I'll show you how our software, surfaces that, but we've gone through several different iterations of the legal market. First, you know, in the olden days, it was whoever was in the phone book and on the bus benches and on TV and on the radio was absolutely crushing it. Then there was a. transformation into digital marketing, where whoever learned how to, you know, dominate on the internet was absolutely crushing it.

Now, people have got traditional advertising. Everyone's got, you know, adequate, digital marketing. And so what we're seeing is a shift towards the customer experience, which I think is correct. That firms that are winning are differentiating themselves by how they treat their clients, and that all starts at intake. So, number four there, the empathy, the caller experience. Could not be more important, especially when if someone's looking for an attorney for a specific issue, they don't have an attorney yet. They don't know any lawyers. Most people don't. They could just go down the list and go pick, you know, any number of other law firms.What's happening with your after hours service?

So you know this was something that that that Maddy and I, you know, talked about is, you know, most firms have absolutely no idea how you know answering services are performing. And what's happened over the years is these services are getting bought and sold and consolidated and rolled up. And the second that that happens, all of a sudden, the quality goes down, and you don't know until a couple weeks or months later when you finally decide to go and review those calls that, hey, you know, they're giving the wrong law firm name when they answer the phone, or they're. I had one instance where we heard a call where the agents were overseas and the potential new client stopped the call and was like, Hey, is that a chicken I hear in the background?

You really have no way of spotting these kind of, drops in quality unless you're analyzing 100% of every call. And, your first call close rate. That's an extremely hard metric to track if you are not. If you don't have 100% visibility into every single, phone call. So I'm just gonna show you some ways that our software can just put this information out there for you, so you can see your leads by source, the case types by source, the quality of cases by source, and all these metrics, especially the case quality. Can be customized how your firm likes to analyze cases or the preferred case types and fact patterns that you like to take in your firm.

Another area where you can have visibility is to who your top performers are. You can see just, like, a leaderboard of all your agents, what their close rate is, their agent score, their, time to answer, their hold times. And in these different agents, you can rank them based on different metrics. You can go in more in-depth, in detail with any individual agent, and see what they need to work on, in order to improve. This is just, our after-hours dashboard, so we can actually show you how calls are being handled via your internal team versus your after-hours team, and you can just see there's a little icon there that kind of delineates in the...

Dashboard visually for you. Your trending lead links, your most common issues that are occurring on calls. And you can, you could drill down to. On my LSA campaign that I'm running in Muncie, Indiana. What are the most common issues that are occurring on the phone with those leads? And like I was saying before, you can get detailed coaching insights into, here on the left, you see there, this is just a deep analysis on one call, what injuries were sustained, how the agent handled that call, coaching notes. And then on the right, this is an agent that,has, you know, an average score of about 68. This is, again, sample data, but this is a coaching report produced from all of that agent's calls on exactly what they need to work on over time.

And you can see agents improve over time as they kind of knock these recommendations off the list. So... how top firms are using AI to dominate at intake. So I'm just going to show you, you know, America's top AI firms, you know, it's really, Quite humbling. When we go to a new city, and you land in a new city, it's the first time or second time I've been there, and I'm driving through the city, and I'm seeing all these folks that we work with, and I feel very lucky that, that, so many of the 800-pound gorillas. Our are adopting this software. What I hear usually is that, you know, most of these folks were trying to develop this in-house, and we kind of came out at the the perfect time for them.

So Seth Bader down in Atlanta. He's got the current record for lead rescue. He saved 22 additional cases in one month that his team had already rejected. Jack Derrickson, Ken of Ken Nugent Sloths in Atlanta as well. They saved four in their first. 24 hours. So how does Lead Rescue work, right? Call comes in. That's the first thing that happens, right? Standard intake happens, nothing changes in the agent's workflow. Absolutely nothing. They pick up the phone like they would, they enter the leads into Lead Docket, however they would. Ai is going to listen to that call. And is going to catch what they missed. So, it's going to flag missed viable cases that the agent might have improperly rejected or mishandled.

And then that lead, that loss lead is flagged to leadership.Who is then to re-engage that client. Just like we discussed with that call example at the beginning. You know, it's extremely valuable. You know, there's a saying that Gary Falkowitz, guy who I just have like a ton of respect for, says where, he says, you, you don't get a second bite at the apple. And I think this really represents the first time. That you you can actually take a second bite of that apple. If you... There's a... there's a concept called the service recovery paradox, where. If someone has a good experience, they might be, you know, they might rate you 4 stars.

If someone has a negative experience, they may rate you one star. But if someone has a negative experience, and then quickly has that rectified, and you acknowledge the issue that they had and then fix it. That person tends to have a higher net promoter score over time than someone who just had a good experience to begin with. So, all of this happens in the background, you know, instantly after every call. There's no manual QA needed, so... This is kind of a screenshot of what a typical lead that's marked for rescue would look like. So you've got your agent score, your case quality score, whether or not it was signed, whether or not it was a lead in accordance with your firm, where it came from, what type of case it is.

You can listen to the call. You can see who the agent was, you could see all the data about when it came in, and then under here, you can see this rescue reason, and this is the software just saying why it believes that this was a valid lead that was missed. So in this example, it's a B-grade motor vehicle accident case with clear liability. Documented injuries with medical treatment. Conversion failed when an agent immediately deferred case requiring previous attorney files. Again, this is dummy data, so just don't read too much into it, because we don't use real, real calls for this. Recommended media callback to conduct proper intake and case evaluation.

To date, we have rescued just over 3,400 cases for firms representing, just over 50 million in rescued revenue, and I do take great pride in that those numbers just because. We could have never imagined that we would have such a large impact. And then, this is another feature that we rolled out a couple weeks ago. It's called Ask Iris, but you can essentially ask it anything that you would ask a high-paid legal intake consultant, and it has the full context of every call that's come into your law firm. So, I've seen folks ask it all kinds of stuff, but we usually include some of the more common questions.

In the sample questions here. So, one of my favorites is, if you were my competitor, who would you steal from my team? You know, people are getting SWOT analysis on their intake agents. They're asking who their top performers are, and. Hey, if we have to make cuts, who... who doesn't, who doesn't cut it, right? They're I've seen a big shift in users just kind of deferring to this before they ever even click into the dashboard because they're going, I don't need to go click and look for what I. need, I could just ask for what I need, and it'll serve it up to me. So, the answers that this thing gives are absolutely amazing, and in the past, you'd have to spend, you know.

6, 8, 12 weeks with an intake consultant, and spend $12,000, $15,000 just to get a report that's static, that comes from, you know, large-scale human review, whereas with this, you can get it in seconds, and you could ask whatever questions you need, and it serves you up. Answers that are supported by data that have the calls and agents and their performance issues and coaching notes cited right there within the answers, very quickly. So it kind of gives firms' access to a high-level intake consultant very, very easily. Yeah.

Maddy Martin: Hayden, can I ask you a couple of questions just to give you a moment to breathe, take a sip of water. I know that it's brutal when you're doing a webinar, and it's just one long monologue. So let me let me ask you a couple of questions, because you're covering a lot of really interesting content, andFolks, if you have questions, like, feel free to ask them in the chat. I'd love to ask them on your behalf to Hayden. So... When we're seeing those opportunities in that screenshot you shared about managing hold times and gathering comprehensive intake info and complete contact information. What are some of the ways that firms can monitor their progress.

Yep. And improvements over time, right? It seems like there's a lot of ways to have snapshots of where you currently are. Do you give firms any visibility into, like, are the changes that I'm making working from both that agent level. Yep. Over time and from the firm over time, and maybe even by practice area or, other vectors, marketing channel, for example.

Hayden Haskins: Yes. So, so agent scores, you know, case quality scores, all those things are shown on graphs on the individual agent level, but things like empathy are kind of hard to quantify and show that way. So what we've been doing is. Just asking Iris and saying, hey, you know, these are the recommendations that I gave to Amy last week. How has she improved over the last three weeks in these specific areas? And then it can give you a detailed response based on all the calls that it's analyzed. It's much easier than trying to find a chart and, you know...

Maddy Martin: Brilliant. That's fantastic. Right, right. I mean, how... so... so is the system... let's say that you recommend forwarding to Smith.ai, because you're... you don't have to have hold times when you have, you know, an AI answering service, right? So... Exactly. How would Iris be familiar with that? Are you telling this system overall new integrations or new systems that are being set up? Is that a recommendation you would have for your clients to kind of keep the larger system informed?

Hayden Haskins: Okay. Yeah, so it's gonna have the context of the integrations that are built into that firm's account, right? And so, you know, most firms will start with something like, you know, integrating into, like, a CallRail-type system, and then once we, you know, kind of. Go into their full trial, it's... It's a better idea to just integrate directly into the phone system. So we can actually track which calls end up team. at the after-hours service versus their internal agents answering those calls. And when a call is flagged as after hours or overflow, then Iris is going to know that that was... that was the overflow team.

Maddy Martin: Got it. Okay, so it can detect which phone number was actually the destination number that it got to. Great. Well, I mean, that's very helpful. Obviously, there's the agents, but there's also sort of the system or platform within which they work. All right. Either in-house or, you know, outsourced.Okay, let's keep going, and I'll interrupt you again at some point.

Hayden Haskins: Alright, so when I showed some of those larger firms earlier. You know, the conversation that keeps coming up is we've been trying to build this forever. And I've talked to dozens of law firms that went and hired a business intel person to customize their gong, or CallReal has a product that is, like, conversational intelligence, and Voca has one, RingCentral has, like, RingCenter, ACE, whatever it's called. I think Zoom might have one. But what these tools kind of lack is that specificity on these legal intake conversations, right? What is a good case? Right? They they don't have any sort of domain expertise. They're very good if you're.

You know, booking roofing appointments or selling, you know, gutters, that kind of thing, but for such a nuanced conversation like a legal intake, you really need a specialized solution. And it's a thing that we like to say is that, you know, especially for personal injury. The first call to a personal energy law firm is the most value... valuable opportunity in all of phone sales, and I know people don't like to refer to it as phone sales, but... It is what it is. But there's no other, like, phone call where someone can go from not knowing who you are to contacting you and becoming a 5, 6, or even 7-figure client in 15 to 30 minutes without ever taking out a credit card.

It's just, there is no other opportunity like that. So, you know, trying to retrofit a general sales tool into these conversations is very hard, you know, most folks, when they call personal injury firm or any law firm for that matter are extremely distraught, right? Folks on the call and need a lawyer. When they're. But they need answers, when they're confused, when there's something big going on in their lives that they don't feel like they can take on themselves. It's ready to go in 5 minutes, we can plug into most systems in 5 to 10 minutes. Results are... you'll see lead rescues and everything within the first 24 hours of deployment.

The reason why we say first 24 hours is just because we like to get your case criteria your intake SOPs loaded into the platform. It's not that the platform takes time doing it, it's just we have people that interpret that and feed that and customize your firm's model. It takes about 15 minutes a week to review lost leads. I tell folks that the firms that are absolutely crushing it have either management or, you know, the intake director with the lead rescue Dashboard pulled up on their computer. I actually know of a very large firm that just keeps the agent scorecard up on a TV in her office, and she just.

Has it auto-refresh every 5 minutes, so that you can tell exactly, like, who's doing what. And, you know, we're SOC 2 compliant, we're undergoing currently an audit for attestation of HIPAA, just because I know security is a huge deal, andyou know, if you have any questions about security, be happy to take them at the... at the end of this. So I want to just offer everyone who's on the call, 14 days, you can try it absolutely free, no strings attached. If you never pay me a dime, I want you to at least just take advantage of the 14 days, and we'll do a historical analysis where we'll look back 14 days, so you'll essentially get a month of of analysis, 100% free.

You can use the QR code here. I'll also drop the, drop a link in the chat here in a minute. I do see... Yeah.

Maddy Martin: Yeah, Hayden, I was going to ask you a couple questions from the chat. So, because you're giving, like, PI firm examples, which, you know, totally makes sense. Yep. What other firms, you know, practice areas are benefiting from the software, right? The AI? Can you give some more examples? You know, estate, family, immigration, etc.

Hayden Haskins: We we've seen immigration firms do really well with this. We've seen family law firms do really well with this. Criminal defense, surprisingly, has done really well with this. That's so far the ones that we've tested. Okay. We, would probably look into getting into estate planning in the next 6 months or so. But again, you know, we kind of started with the most revenue-critical, the... those, you know, those conversations, especially, like, with the PI for, yeah, yeah. Which one? Yeah, the the ROI. Yep, absolutely.

Maddy Martin: I mean, so... so if we look at, you know, again, I don't know if you want to go back to that screenshot where you had, like, manage hold times, gather comprehensive info, like, yeah, right here, I'm sorry, go forward. There we go. Yeah. Keep going. Yep, right there. The coaching report, like, that's what really caught my eye. A lot of those things are practice area agnostic. Those are gonna come up in every single law firm, right? Now, when it comes to signing up, you know, retainers, obviously that. Yeah. Yep. Will start to differ based on practice area. So, that's where, you know, PI is a case where you're going to start to see, like, you know, signing retainers and preliminary activities on a call, right?

But,a lot of the other practice areas, it's really just about booking that next consultation, booking a deeper intake call with the specialist, etc. So, you know, you can interpret, I think, that screenshot. Yeah. Rhonda, as widely applicable, those top 3 are probably, I'm guessing, the top 3 that most newer firms to Speed.ai are seeing. And then once you tackle the low-hanging fruit, then you start to see much. 100%. Yep. Deeper issues that may not be as easy, so to speak, to resolve as, let's just forward our calls on overflow to Smith.ai, so we'd never have hold times, right? So that we always get complete intake, yadda yadda.

Your paralegal and intake person are playing the same role, you know, like, start to specialize them and give them the time and bandwidth to work on what they're really great at. So, I don't think that... Don't take the PI firm examples as anything more than that's where the ROI is. Yeah. Yeah. Most mind-blowing, typically. I think that's, you know, just a common reason we see in legal why PI is so commonly referenced. Yeah.

Hayden Haskins: Yep, for family law firms, for criminal defense firms, we usually just talk to them about what they would consider a successful conversion, and we have the model treat that as, like, the signed or the converted, Great. Variable for, for those firms. So, you know, whereas on... on this one, Angela works at a PI firm, you know, it's telling her on number 4, initiate the sign-up process on the call rather than deferring to attorney callbacks for a family law firm, and they say, hey, you know, this advice would be geared towards getting that person to book a, you know, an in-person or a Zoom consultation with the attorney.

Right.

Maddy Martin: Well, and here's something also that's interesting for those of you who charge for consultations. Obviously, that's not a factor so much right with PI. There's another vector here, which is, how is the agent doing in talking about those costs of that consultation, you know? How is their salesmanship? How are they explaining the value? That's where I'm sure, when you start. Exactly. Tackling 1, 2, and 3 here, coaching priority list. Yeah. Yep. And that's across agents, right? Like, this is not really necessarily agent-specific, this is probably going to show up on every agent's report. It's sort of, like, company-wide, right? But once you tackle those. Yeah.

And you probably tackle that even outside of the agent, again, by, you know, offloading those calls. Yep. Then you get into that deeper detail of how do we help you be more effective at communicating the importance of that consultation call, and maybe you credit it to their first, you know, invoice or whatever, right? That would be more of a training matter, to make sure that they have that talking track. Yeah. Right. Yeah. Yeah, it's...

Hayden Haskins: Yeah, especially in an instance where you need to get kind of, like, a credit card over the phone, that salesmanship matters tenfold, right? We used to like to say that the best intake person in any firm is the managing attorney, right? They're going to have the most experience. They're going to be able to immediately know. Of course the best rapport, right? Yeah. What to say to that person, and what experiences to tell them about past cases, that kind of thing. And it's really hard. Yeah, it's really hard to impart that information in that context to, you know, someone who's just answering the phone all day.

Yeah. The front line. Yeah. But it's incredibly important. So, yeah, wanted to, you know, again, if you never pay this a dime, I am not going to be upset about it, but I do want everyone to take advantage of the... of the free trial. Just try it out in your firm for free. You'll work with an amazing team that we have that can customize the analysis to exactly what you want to happen, whether that is a booked consultation, whether that is, you know, scheduling the attorney callback, whether that is signing on call, whether that is at least sending a DocuSign on call, and any sort of qualifiers that you have.

We can pick up and optimize the model to look for. Yeah.

Maddy Martin: So there's one question that someone has asked, which is, is Speed.ai able to analyze lost leads from written communication as well? Is that anywhere on your roadmap?

Hayden Haskins: It will be, yes. Yeah. So the... I don't want to say too much, but yes. Yes.

Maddy Martin: Okay, great. Well, that's... that's good to know that it's on the horizon. Well, thank you so much, Hayden. If anyone has any other questions, feel free to ask them now so that before we wrap up. Yep. Or you can email me directly if you... if you have other questions. Yeah. Yeah, email Hayden. His email is on the screen. If you're listening and you can't see it, it's just Hayden H-A-Y-D-E-N at speed.ai. And again, take advantage of that free offer. You're going to see an incredible number of insights over 14 days. You're going to have a lot of calls that come in. Especially if you're starting up new marketing channels, you're starting up a new campaign, or you're thinking about turning off a campaign.

We,Like, this is what you need to do to evaluate. Is the campaign working, or is there something internal that might be affecting results? And we always know that's the case. We had...

Hayden Haskins: Yeah, we had a, very early on, before we actually launched publicly, we were beta testing with the firm. And,They had just started with a PPC provider, and they were supposed to be optimizing for car accident leads, and they were getting absolutely everything under the sun, except car accidents. It was, you know, estate planning, it was, you know, defamation, it was, you know, my cousin cussed me on Facebook. Just very low quality leads, and just all over the practice areas, except for the ones that they wanted. And they were able to catch that quickly, whereas, you know, they would have probably spent 10... 10, 20, $30,000, which is a pretty high volume firm on generating those leads via pay-per-click before.

Easily. Right. They have, like, whatever bi-weekly reporting meeting where they look at the keywords and know, okay, what are we optimizing for? What are we getting? This is the easiest way to find out how your marketing campaigns are performing. And this is something I didn't touch on in there. Campaign. But on each call, we not only track, you know, a lot of folks are using different tracking numbers for, tracking where the call comes from. We are tracking where that call comes from, but on top of that, we're extracting where, The client said that they heard about the firm, so that we have kind of both touches, right?

Where you called from, and where you heard about us, right? Because where you heard about us is more important, you know? I've... yeah. Very important.

Maddy Martin: Yeah, okay, so let's talk about that for a second, because I don't know if everyone fully understands the importance of what you just said. So, this is for every business, not just law firms, but what happens is someone post on Facebook, and they say, I'm looking for an attorney, and then they get some referrals, and they take a friend's recommendation, and they see another one, and then they Google it, and they say, oh, I'm gonna do a little more research myself, and they click the, you know, brand, you know, paid link in Google, or they click the first organic search result, and then. Well, what is your marketing source going to tell you?

It's going to say it was PPC or SEO, right? But actually it was a referral. And if you don't give them the opportunity to say and then capture that info, that it actually came from Rhonda, you know, Smith. You're gonna miss out on that information, and you're gonna miss out on being able to say thank you, you know, we appreciate that case, yadda yadda, right? Or which specific campaign really did perform if it was just that, marketing channel. Yeah.

Hayden Haskins: Yeah, 100%. And and worth noting. We did a data study at about 2.75 million calls or 2.5 million, andOne of the biggest things that we learned is that 65% of all qualified leads that call a law firm are not asked how they heard about us. So if there's one takeaway, look, you decide not to do if you decide not to do the trial. Wow. At least go and tell your intake team, the folks who are on the front lines, the folks who are giving the first impression to people calling your law firm, go tell them to ask those people how they heard about your law firm.

It's the single most important question that I think they could ask, aside from all the qualifiers, whether or not that person is going to be a client. So.

Maddy Martin: Exactly. Completely agree. Yeah. How can you replicate the success? How can you weed out the weeds? That's the way to do it. Otherwise, what's your axis of control? So, Hayden, thank you so much. Anything else you want to share before we wrap up?

Hayden Haskins: Absolutely. So I do want to share. If you are a lead docket user, we did recently launch an integration into lead docket. So any any leads that come through Speed.ai that exist in your lead docket, you're going to have links between the two so you could very easily switch between them. Hmm. Kind of a gap analysis. Yeah. And then we also show you which leads are in your CRM, and which ones are qualified, but not in your CRM, which is another, I think, a little bit,a little bit more important, being able to see qualified leads that weren't... that weren't, that weren't entered, and then you'll, starting, I believe, Friday, you'll be able to just click the button there, create a lead in...

create an opportunity in Lead Docket, and immediately go and,And have all the facts of that case plugged in for it. So... Purely Ducket user is one more reason, just at least try it out.

Maddy Martin: Nice. Hayden, is that the primary integration, or are there other integrations that you want folks to know about?

Hayden Haskins: We have others that we'll be rolling out over the next couple weeks. Right now, we're in integration mode, and we're announcing them every couple weeks, so... Yeah.

Maddy Martin: Okay. Alright, well, if you have integration requests, I would email Hayden if I were you, so that he has another vote in that column, and, you know, that feedback goes back to their product team. That's certainly how we like to operate at Smith.ai. Absolutely. Yes. Absolutely. So wonderful. Well, thank you so much. We'll send the recording out to everyone. And Hayden, I don't know if you're willing to share your deck as well, if people want to, you know, look more closely at the information. Okay, great. So we'll share that out with you and Hayden's contact info. Thanks so much for joining us today. Really great presentation, Hayden, as always.