Maria Jones Law eliminates missed calls and accelerates client intake

Growing multi-practice firm turns missed calls into faster intake and improved client experience with 24/7 AI call handling.

Paulina Quiñones

Maria Jones Law Firm

Maria Jones Law Firm is a growing, multi-practice law firm serving clients in Phoenix, Chandler, Mesa, Glendale, Tempe, Tucson, and beyond. The firm prides itself on its commitment to providing every client with excellent representation, the highest efficiency, and exceptional customer service.

Maria Jones Law Firm

Phoenix, Arizona

The problem

Missed calls threatened the firm’s marketing ROI and client relationships

Our solution

An on-brand, 24/7 AI front desk experience tailored to the firm’s workflows

As Operations Manager at Maria Jones Law Firm, Paulina Quiñones is responsible for ensuring smooth operations and timely, high-quality service for every client. With multiple marketing channels driving strong engagement, the firm expected to see a clear return on its advertising investment. Instead, marketing reports revealed a critical gap: they were missing a significant number of inbound calls, raising red flags about their ad spend and client relationships.

Faced with growing demand, the firm had to decide: hire and train more in-house staff — with no guarantee of retention — or find a scalable solution to ensure every call was answered 24/7.

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24/7 phone answering

Instant email summary of calls

Custom call playbooks

AI voice customization

“I feel like we’re growing a lot more thanks to Smith.ai.”

A human-like AI solution

Finding a solution in the AI receptionist from Smith.ai
A smooth onboarding process

Paulina began researching call handling platforms, and Smith.ai was the first provider she contacted. “I remember going through the website. It looked so appealing and so user-friendly that I didn’t need to do any other research,” she recalls. From the first interaction, the onboarding experience stood out to Paulina.

The team’s experience with their AI receptionist exceeded expectations, with custom playbooks that enabled them to tailor call handling to the firm’s needs and voice customization options that helped the AI receptionist sound on-brand, improving caller engagement.

“I just felt so comfortable. I could tell the team exactly what I needed — and most importantly, they listened.”

Improved coverage, efficiency, and client satisfaction

Replacing missed calls with improved client relationships
Improved client intake efficiency
Impressive empathy in AI call handling

Once the AI receptionist was implemented, the impact was immediate. First, every call was answered — protecting marketing ROI and client relationships. “We have noticed less upset clients on the phones because first of all, we are picking up their phone call. Second of all, we’re receiving a very clear message on what they need, and they get a call back in a timely manner.”

Second, the firm dramatically improved its internal efficiency as a result of the instant call summary feature, which provided detailed notes including caller name, contact information, reason for the call, and actions taken. The Smith.ai summaries were so clear and structured that the firm adopted them as the standard format for internal case notes.

Plus, with precise intake information gathered by the AI receptionist, Paulina could immediately route requests to the appropriate department — legal, finance, or sales — without repeated follow-ups. This meant new client intake moved faster.

“I have noticed a faster response in getting back to potential clients, screening them, having them come into the office to get started. The AI receptionist just helps us use time wisely.”

Perhaps most impressive to Paulina was the AI receptionist’s ability to handle high-stress legal scenarios with empathy. Clients even took notice. One client complimented the firm in person after interacting with the AI receptionist — reinforcing that automation did not come at the cost of client care.

“I’ve listened to many of the recordings, and it’s always very impressive how the clients call in upset… and the AI can de-escalate the situation.”

More growth, less burnout

With the AI receptionist from Smith.ai handling high call volume around the clock, Maria Jones Law Firm has unlocked not only marketing ROI gains but meaningful operational gains. Phone operators are no longer stuck answering back-to-back calls and can focus on higher-value initiatives — including assisting the sales team and supporting legal staff.

“Having AI has helped our employees grow in other positions.”

Today, Maria Jones Law Firm knows that every call will be answered — 24/7 — without hiring additional full-time staff. What began as a solution to missed calls has evolved into a strategic investment in growth, efficiency, and client experience.

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