How AI and Automation Speed Up Legal Intake ROI (Full Transcript)

[00:00:01] Speaker 1: So, yeah, so let's go ahead, I'm going to go ahead and share my screen and kick it off here. You know, welcome all to the webinar for, you know, our lead docket, human versus human with AI. And of course, how automation improves intake efficiency. You know, I think that, you know, a year or two ago, we could have all said the same thing that we were maybe potentially scared of what AI does and what it can do. And then we've also heard the wonderful things where people say that, you know, AI is going to replace everybody in certain job levels across the firm. Here at Filevine, we don't believe that. We absolutely believe that the way that we use AI and the way that we layer it into each one of our platforms is giving the ability for each one of the team members across any part of the organization to be more efficient with their time. And so, you know, again, I'll kick it off. I am Josh Hostileau. I'm a director of product here at Filevine over a couple of different products. Many of you have probably used. And then we have Shervin Lalazari from Law Brothers. And I'm going to let Shervin introduce himself because he has a pretty unique background and really just how their firm came to fruition.

[00:01:15] Speaker 2: Hi, everyone. Good to see everyone here. My name is Shervin, as Josh mentioned. I'm co-founder of the Law Brothers along with my brother, Sean. So, Sean, in my background, the interesting part about it is we have a background in law enforcement. We're both reserve deputy sheriffs. I've been doing that for about 17 years. And I was a reserve deputy before I was a lawyer. So I had handled and investigated tons of traffic collisions from that side of the world before I ever became a lawyer and started analyzing it from this side. And it's an awesome perspective, something that I actually really enjoyed seeing both sides of it. But my brother and I started the firm and have been growing ever since. And I think we dock it in Filevine has been a big lifeline for us in terms of growth and helping us be able to reach more clients and thrilled to be here with you guys.

[00:02:21] Speaker 1: Yeah, thank you, Shervin. And here's what I'll say. When we were building out many of our AI tools inside of LeadDocket, we looked to many of our firms and we had some very early adopters and Shervin and his firm were early adopters in AI. And they actually helped us with the evaluation of the products that we were developing. And then some of the processes that the teams that use AI now in LeadDocket are benefiting from. So, of course, Shervin being on this is a great opportunity here. And so we'll go through some agenda items. We'll talk about the problem of the intake speed gaps. We'll talk about how LeadDocket in action, the AI powered automations and reporting engine. For many of you who have seen any of our newest releases that have came out, we built a brand new reporting engine this year that not only has some really granular reporting inside the application, but it also allows for that data sync to be able to sync your data with your BI tools, whether that is Power BI or Domo or any of the tools you may be using. And then we'll talk about the real world results and then connecting the intake speed to your ROI. So again, tying in how the speed to sign cases is actually resulting in more case value or potentially more revenue coming in your door. So I'll talk it off that speed is everything in intake. In the first 24 hours to 48 hours after, and in this case we'll use an accident victim, they are one of two things. They're either in the hospital and can't make a phone call or they're calling the attorneys in their local area to be able to look for help. And let's just be real, the first person to answer them is going to be that person that most likely signs the case. I'll say that connecting your, whether it's your phone system or your web forums or a chat directly to LeadDocket has seen results. And I'll say that most of our law firms that bring all of their staff into the system here have been able to improve the number of cases that they're signing just by the basic of how LeadDocket is out of the box. But adding in AI and adding in some of the automations also allows for that to happen in a real way for them. I'll say that Shervin's group has had that ability to use some of the automations to move cases forward without human interaction. We actually have a law firm, and I'll give some real numbers here, we have a law firm that signed 27,000 cases last month without human interaction at all. So they automate the process from the time that it comes in from their website forum to some qualifying questions and then those qualifying questions actually qualify or disqualify the case inside of LeadDocket and then additionally moves it forward to send out e-signature agreements and once they're signed they actually get pushed into their file bind. So again, this is as much as you can use AI all on its own or automations all on its own but also human interaction as you need it. And so we'll talk about a little bit of that as well and then I think that humans, it's hard to keep up with everything. I think that for a long time that we've scaled our systems and processes by scaling more people within our law firm. I've heard of some law firms bringing in 100 cases but have 150 people on staff or they're bringing in 50 cases and they have two people working in intake, right? So it does vary by each law firm but I think there's some optimization to be said when you have the proper things in place to be able to take care of the mundane task, the responding or moving a case forward based on time. I think again that the one time, the first call to sign a case is actually the most important call, right? So the first call is always the most important call. We've seen a rapid reduction in signed cases when there has to be a second or a third call to actually sign that case or that client. Lead Docket has many things built into the system that can help alleviate that. It's not just a phone call. It's not just AI. We have lead forms that can be directly sent to the client. If you are just using human interaction, we have them that can be automated through the system as well and additionally, on our MVA cases, we have some prediction as well. So I think that as we're talking through all of these different processes, it's not just always about AI or always about automation. There are manual ways to do this but we're trying to improve that speed to make sure that your team can take care of the things that are most important in the law firm which are communicating with your clients, answering those phones as fast as possible and really being able to help get the most efficient tracking you can possibly have. So we'll talk about that humans, again, alone can't keep up but AI automations can. Again, I said this very early on. Our focus is not to replace the humans inside of your law firm. It is not the purpose of making sure that your team is going to expand because we've also implemented AI. These things are to help make the current headcount that you have more efficient and allow them to have empathy on phone calls, allow them to not be burdened by the number of things that are happening that are purely just mundane tasks. Sending out a message or sending out a lead form based on a certain action that happens in the system is very repetitive and can be done with an automation. So making sure that we have that as an option for you guys to use is something that we always try to focus on. And so to a little bit of a brighter side here, a brighter slide for sure, winning the race for intake efficiency, again, I talked about not trying to replace the people but working smarter and faster is obviously always going to be, especially on the front end of intake is always the case, right? The firm that is answering the fastest, responding the fastest is the firm that typically wins in that race. I haven't talked about it a lot but on a brand new case that comes in from like a web form or some other type of format electronically, that also has what we call autorespond rules where you can autorespond to let the client know that you received their information and then you'll be reaching out to them. So it's one of those things where just that one touch helps them wait just a little bit longer, right? And so I think if they submit a form and they don't get any type of message back or an email back, they may think that you didn't get that form and they may submit another one so now we've got duplicates or they may move on to the next firm and that's what we don't want. So there are some autoresponding and that's built right in the lead docket. That's not an automation. That is what we consider built-in automation. And so that happens automatically with the current system that most of you have today. I think that we need to talk about the AI-powered version of it a lot here because what we are seeing is the users that use AI in our predictions and our summaries and not only summaries on the lead but Shervin and his team have seen that we have the AI summaries on messages or notes and what those do, the messages have some sentiment analysis built into it to show if there's like negative connotation around the discussion that's going on between the client and the firm and so there can be some red flags to alert each team member or even admin along the way that will be able to show that. Shervin and them have a report that actually shows like all the different things that are being said and so they can pull out those different information and the notes, our notes summary option with our AI is actually putting it in more of a chronological order and showing the notes that mean the most to the firm. And so these are all customizable. About three months ago, we released the ability for our own customers to build their own prompts behind the scenes as well. And so we do release some case type specific prompts that are looking for specific things throughout different case types. So this isn't just MVA or personal injury. This can be across social security, disability, and immigration and they're looking for specific things within each case type that the lawyer, the paralegal, and your case managers are able to make quick and swift decisions in order to sign that case faster. So we'll talk about the kind of the real cost of slow intake. Shervin, I won't, I don't need any like hard numbers, but, you know, roughly, you know, how long do you think that it should take someone to, you know, respond to an intake?

[00:11:13] Speaker 2: Man, seconds, I want to say seconds or, you know, a minute or two would be great. One thing we like to do is overstaff for this exact reason. I mean, that intake, every intake to us is gold. So seconds or a couple of minutes max.

[00:11:34] Speaker 1: Right, right. So we did some studies and I don't have the numbers here on the slide, but we did some studies over some of our largest law firms and we noticed that firms that signed a hundred and more or more cases a month, they're reaching out to their clients within 33 seconds of the first like contact reaching the system. And so if they're doing that at such large scale, imagine what could happen in a smaller intake team when we're able to help automate some of those responses, that auto responder that's built right into the system, that, you know, the text message that can go out to the client if they provided a mobile number, that lead forum that can gather more information so that when your agent does make a call or your admin does make a call, those calls are more valuable because they have real information to go ahead and start the conversation with the client. Right. So sometimes I think we've all seen it. Someone goes to the website, fills out a form and they're just like injured in the summary box. Right. So you really don't have a lot of context to what you're calling on sometimes. And so that ability to send a lead form and get more information about it and making a, you know, kind of a knowledgeable call on that first call is sometimes really important. You know, we talked about it a little bit, but using the AI to really summarize and really talk, you know, have that brief summary allows for teams to make faster decisions, but it also allows for someone to make a decision on how quickly they need to respond. If someone, you know, if someone says that they're in the hospital and they can't talk right now and the message that they leave, well, they need to know that really, you know, pretty fast. But additionally, it allows for, I think we see this a lot, but numbers of calls come in, especially high volume firms, calls are coming in from everywhere because your number is on billboards and television and, you know, social media campaigns and everything that you could possibly think of. And it's not just your current clients or your potential clients. It's also medical providers and everything that we see. So we want to make sure that using, you know, our ability with automations to make sure they're triaged in the right places. So that missed call doesn't happen, that delayed response doesn't happen in that, you know, that manual followup is not a thing that is needed right here. It's like really kind of driving at home. And then from the reporting aspect, you know, I think that Shervin's team has a lot of reports. I'll say that. I don't know exactly where that number is. It's somewhere north of most firms, I'll say that. But, you know, the reports that we built in our system and the report builder that we built on the new leads report, we really focused on client feedback. So we had, I announced this at our legal conference this year at Lex, but we announced that we had over 250 requests across needing more granular reports. Not only do we have 250 requests, we also have the ability inside of our app for someone to actually like thumbs up or say like upvote that. Combined with the request and the upvotes, we had over 700 feedback requests from different clients. And so, you know, what we focused on to be able to help, you know, build what we needed to build and be able to get that back to the customers is real feedback. And I think when building, you know, new tools and applications, the customers always have some insight that we don't always have on our side. So, you know, of course, if any of our customers are on the call, thank you for that. The Shervin's team was also a part of, you know, really making sure that we had, you know, the feedback we needed and saw some of those things pretty early.

[00:15:08] Speaker 2: Josh, let me give some examples of like the granularity that we use to help move our intake department forward. So, you know, one thing we'll look at is lost leads. You know, what were some leads that came in in October that we wanted? We wanted to sign them up and we didn't. We'll look at lost leads and then we'll see which particular intake agent were more of those attributed to. And that's and when we see that there's some kind of pattern we can train. So lost lead is an easy one to talk about. Another one that we use, and I don't know, Josh, if you're going to get this later, but with the fee predictor, lead docket tells us if a case is highly likely to produce a fee, likely, unlikely or highly unlikely. So if lead docket is telling me a case is highly likely to produce a fee and our intake department rejected that case, I want to know about it and we'll run a report to see why that happened. And again, we look by intake agent and we see, is it happening more to a particular intake agent and is there a training issue there? But to be able to pull that out with in second with a few clicks is is very, very helpful to us.

[00:16:26] Speaker 1: Yeah, yeah, no. And that's again, you know, I think that reporting on all levels, a lot of us want to think about reporting is like I need ROI numbers and I need to know how many cases I signed up. But as Shervin said, sometimes I want to know the ones I didn't sign up and I want to know why I didn't sign up those cases. And I want to know, is it that they you know, the reason behind it was they called another firm or was it an agent missed a detail? And how can we continue to evolve our intake process to make sure that we optimize on the money that's being spent? Every marketing dollar that is being spent has to be attributed somewhere. And so we have to make sure that we are we're always evolving our processes for that. We do have a quote coming up from one of the law firms that uses lead docket as well. But in a previous system, they were tracking leads or tracking their conversion rates through a lot of different vectors. They're tracking it manually. They're looking at the calls that came in and they're trying to get the conversions based on calls and how much they spent and all the different things that are coming in and lead docket reports and not just the new reports, but some of the prebuilt reports that we had originally just takes that all out of the questions all out of it. Right. We have some graphical reports that are already built into the system and I'll show those here shortly. But we also have you know, we have some pretty just standard reports that can be exported or even delivered daily that actually give you the number of cases you signed today versus how many have signed for the month. You have a daily report that many attorneys get added to as the firm on boards with lead docket. And so on a daily basis, they know exactly how many cases are in each different status with them along the way and being able to show that. So, you know, this this kind of brings us to the portion where I'm going to be able to show off some of these features. So I think that that's you know, that's really important. We're going to kind of go through all of lead docket and I won't say all there's I'll just tell you there's 76 unique pages through lead docket. So it can be cumbersome if I'm just showing it off in that demo form. But I'm going to really show kind of the start to finish and really where I kind of plugs in as well. So just to confirm, I'm still logged into our lead docket instance. Here is where if you were manually, you know, someone walks in the office and you're manually creating a lead. We have our kind of contact section up here at the top and this is adding a new lead. We have all of our marketing information here. A newer feature that doesn't get added across all of our customers, it was really built for kind of some one off uses. But we have this thing called marketing campaigns. What marketing campaigns does is it allows kind of multi source attribution where you may be getting a lead that's coming in for maybe a legion and those legions are, you know, in cooperation with multiple law firms. So the leads are being sourced by multiple law firms. And so it's an ability to track a little deeper on that. You have your marketing sources, which are really we got to give you a little highlight here. You know, how did you hear about us? Those when it's coming in from an outside integration like a web form or some type of web chat or one of your legion services, those are pre-populated when they come in. So these are all grayed out when a brand new lead is created. So your team can't go in and like manually change those possibilities. And then where did they get the number? I think that's a very distinction between how did you hear about us and how did you get our number? Because sometimes that's different. Right. They say they heard about you on a billboard and your billboard has a number, but they called the number in Google. So just having that ability to to really differentiate between how they really heard about you and how they actually contacted you. If there's any details that need to be added to that, they can be added here. If it's referred by this is actually a two option box here. They can actually manually type. Maybe it was a friend that isn't a that isn't somebody that's part of the law firm, but they referred it in. Or we can search here and you can see other law firms and you can actually see other contacts throughout the system as well. And that all actually gets delineated based on some of the options over here in the marketing source. So if you were to pick like doctor, it's going to show you the list of doctors first in this list as well. So that's again, it's going to show you all, but it will kind of pre-populate the ones you need at the top. So that's kind of the lead section. And when we go into leads, if I just pick in this particular instance, I'll pick a motor vehicle accident. The questions can be based off of different case types or they can be on multiple case types. So what I mean by that is this particular where you at fault for the incident can be on motor vehicle, but it can also be on motorcycle. It can be on a slip and fall case, whatever it is. It can be on multiple or it can be on one. So you have some flexibility with all your questions. There are contingent fields as well. So like, do you have insurance? If you click yes, you'll see the insurance company box pops up below. So again, we have contingencies for this purpose. I'm just going to go ahead and fill out, you know, the Shervin was in an accident. And if you've ever been on a webinar with me or you've ever been in a demo with me, you are being used as the person that I that I use here in the system. So for fun, it's going to tell me this is another fun feature, but it's going to tell me based on my number that there are other things to the system that have that same number. So it's actually looking for duplicates. Does the same thing for any of the three phone number boxes and emails. So I have those here. I'm going to just kind of move past all of that and we're going to go ahead and just kind of throw some things in here. You know, we'll go ahead and say that this particular one was a Facebook ad and we'll go and fill some of this out. So, you know, we'll just throw in like rear end collision. And I'll kind of show you how the AI works with this as well. So our AI is plugged in behind the scenes. It actually now has the ability to be set up by the customer as we enable it. So we have a box that pops up in your dashboard and says, would you like to enable Leads AI? And when you do, it helps you tag your own fields throughout your system and also helps you if you need to add fields, you have the ability to add fields right there as well. So in this particular one, we'll say that it went to the ambulance and we're transported. We weren't injured. We have insurance. We'll intentionally throw in some different insurances here. Police will say that the police arrived. We'll just say UPD and yeah, there was a file and we're good to go. In this part, I am the at fault driver and I do not have snake farm, but State Farm's here and we have some property damage. And, you know, we'll say this happened in Utah and then we'll also just say that this was in a car. But again, if this is coming from an outside source, all of these can be pre-populated. This is not something your team has to do manually if it is already coming in from another source on the outside. Again, we do have collection sections like Filevine. So these collection sections allow for, you know, multi plaintiff contacts or multi visits to the medical providers, multi insurance as well that can be pushed into your Filevine projects. And with those, I'll go ahead and kind of throw some different things in here and I'll assign it to myself just so I'm getting some of the notifications. And we'll pick a pending signup status here and we'll say it's coming from electronic signature. And then we also have this ability to do an attorney rotation, which is based off of some of the revenue numbers in the system. We're going to skip the rotation here and I believe I've got everything in. And if I don't, it's actually going to tell me that I don't have everything in. So you saw here that Shervin is in here and we have a pending automation. So we talked about automations a little bit. We have the ability to, based on different statuses, case types, to put an automation in the system. We also have a lead summary going on right here. So I'm going to go ahead and generate that. We have three options to generate. It can generate automatically and obviously I didn't put enough detail. So we'll just say rear end collision. And we have a target number. So if it's above below 50 characters or above 50 characters, we can make sure that we are populating that based on the details that are there. So, you know, on 103 at 1250. Today.

[00:24:38] Speaker 2: Josh, while you're filling this out, the summary, when I first heard that there's a summary feature, I didn't think much of it. Having used it, it's one of the coolest features for us because I can't tell you how it saves a lot of time for the person who's on our side, the intake side, when they're being asked what happened. Right. So they click a button and it's there. On the other side, on the other end of it, if we're sending a case out and someone wants to know what happened, they get three sentences straight to the point with exactly what they need. So both sides of the equation really appreciate it. And then for me, as a manager of a law firm, a lot of times people will call in and they want to talk to one of the law brothers. Sean and I are really big. We love to talk, talk to our clients when they ask for us. So we'll say yes, but I want to know, what do we know so far? Right. And prior to this, getting that information wasn't easy. I'm talking, I'm asking someone if it's on Slack to summarize a case, like what's this about? And different people go about that differently. It can take a long time, many seconds or minutes for them to summarize it. Or if I'm on the phone with them, what happened in the case for them to get through that? And they may leave out something, but this is three sentences, click of a button, super helpful.

[00:25:57] Speaker 1: Right. And so you can see that I added some more context to our summary box down here just to make sure that it triggered everything. But we have, again, a brief summary. This is somewhere between three and five. And then I have a more in-depth prompt. Sometimes firms want some more in-depth, you know, should we take this? What are the positives and negative factors here? And then the summary for the legal team. So we have this ability to show some positive factors, negative factors, and then additionally the summary for the team. And then this true inside the prompt, it's saying if you should sign the case, please respond in a binary way, true or false. And so this particular one is saying that we should have true. Up here at the top, you'll see this and I kind of glazed over it earlier, but you have this fee prediction here. What this fee prediction means is there's five levels of prediction, right? The first really positive ones are highly likely. Those are the ones that you should say, hey, we should absolutely sign this case. In 98 percent or more of lead docket client cases, we've seen them sign this case. OK. And I say these numbers accurately because it is trained specifically on lead docket data. It is looking at binary fields of yes, no. And it's additionally looking at the end state. Did they get signed up or they rejected throughout the process? This is an internal model. This doesn't go out to some third party model. We built this in-house. We used originally over a million leads and over 10 million data points. And then eventually, now that we're creating somewhere around 400,000 leads a month, that is getting retrained as it continues to predict. But highly likely is your most like, absolutely, we should sign it. Likely means that somewhere between 90 and 98 percent of the leads that we see come through the door are going to be signed in that state. And then as it comes down, we do have this one particular state that's called needs more information. The reason that we have that is that there's not enough questions asked throughout the lead that have actually been answered. And so as you can imagine, just like an attorney, a paralegal, a case manager, an intake admin, if they didn't fill out enough data, they can't make a decision on if they should take that lead or not. So it does ask for more information, so to say, needs more information. And then we have the two negative ones, which are unlikely and highly unlikely. And again, those are the ones where, you know, in an MVA case, someone's at fault. They, you know, haven't treated. They don't have any injuries. These are all the things that you wouldn't want to sign a case for. Just depending on your jurisdiction, that matters as well. Now, I will tell you the cool thing about what we built into to this prediction model is that we also look at zip codes. And so jurisdictional value actually matters to how we predict. So if you have a client that is at fault, but they have a severity level of five, right, so the severity level of five is a serious case, catastrophic. You're probably going to want to take a look at that. And so the model actually errs on the side of caution on that and actually tells you that you should sign that case. And so, again, that is something that we continue to kind of work with our firms and make sure that, you know, on the predictions and Shervin's team actually came to us very early and was like, hey, hey, hey, it's like predicting this. And we shouldn't, you know, we shouldn't sign that or we should. And so we actually put together a report and actually presented to Shervin's team that says, here are all the leads that we came through that we said you should sign, but you didn't sign and here's what happened or vice versa. We said you shouldn't sign and you did sign. So what is the end result of this? So those are some things that we're not just building this on our own and saying we believe we're right. We're working with our firms on a daily basis to make sure that what we are predicting and the way that the model is working is actually, you know, in line with what the firms are seeing as well. So, again, we have, again, the summarizations and the prediction going on at the same time. The summarizations are typically about a three second load time from the time you update the lead and the fee prediction is actually near instant. So that is, again, and every time this updates down here at the bottom, there's an update button. For many of you that are using lead docket, we also have a sticky header option. So instead of me scrolling all the way to the bottom, there would be an update bar that holds with the top. It's not turned on in this instance, but if it was, we'd be able to update it immediately here in the top. But again, your AI summarization would update and additionally, your chip would update based on any of the factors that may change throughout the process. So that's kind of talking about the AI pieces and how it's plugged in. I don't mind showing you guys that inside of this, inside of here, we have our prompts and you can see that, you know, they're going through. We have standard or managed prompts and those managed prompts are based on case types or messages or notes. And again, we can customize these prompts to any case type or any prediction you're looking for. And then we have the client version of them where they can create their own prompts and clients can create their own prompts to get the output that they are looking for. So if you have somebody on staff that has worked with AI a good bit and knows how to prompt these models, it's very easy to do it here in lead docket as well. The other option that we have is our AI field mapping. And so you saw me show the one for motor vehicle accident. So if I just kind of click into this and show next, it's fairly easy. We can see the questions that we're asking or looking for. And then if those questions exist in your instance, you can select those here or you can, if you don't have them, you can actually start saying, OK, like transported. Right. If it's not there, you can actually create the field as well from here as well. So that's something we added quite recently because originally I was setting up every instance and we have, I don't know, 400 plus clients that are using our AI products now. So, you know, in the lead docket space, obviously, FileVine has many more. So in general, those are just some of the AI and how the AI works. I think we talked about automations a good bit, lead docket automations. And I saw a question in here. So let me let me kind of clarify some things here. There was a question in the Q&A and I typically wait till the end, but I feel like it probably needs to be answered now. Automations are an add-on. We do have actually have a couple of things that will kind of help with this. Lead Docket released a different licensing model this year called Lead Docket Pro, and that actually adds in the ability to have automations at a capped rate by users that you have in your system. And then then, of course, you can add on automations as an add-on product as well. These automations are not like your standard send a text or send an auto responded message. This is more of moving the case forward or sending out something like an e-sign or a payment request. And so you see we have a good bit of automations already currently in this system and one in the lead that we saw earlier. We have one that's pretty important for many of our firms. As a case gets signed up, it can automate sending to FileVine. So right now, if you were to send one without automations on, you'd have to go into Pending FileVine and actually press the button that says Post to FileVine. We have this automation set up. And so what we realized as we created this automation was it is about seven clicks between your team having the contract signed to the time it actually gets into FileVine. So we reduced seven clicks right there just by this automation. So, again, that is just some of the things I think that we even moving cases forward. Shervin, you had mentioned like your Slack integrations and things and some of your automations. I think that the automations that you guys are moving forward, like we have what we consider a waterfall or a referral group inside of a lead docket and you can automate that. So say you send it to you have five people in a group and you send it in a particular case you're wanting to refer out to that group. If you have the automations turned on and it goes to one and they decline it, it automatically refers to number two and throughout the process. And then once it ends, it actually lands in a status where your team can review if deciding if they want to maybe take a chance on the case or particularly have to reject that case in general. So, again, the manual processes that typically your team would be moving the case from one to the other, re-referring from one to the other is taken care of in this automations and our referral groups as well. You know, I think that we also if you are a if you're an attorney on the call and you guys deal with file on payments, we actually have the ability to send a payment based on a particular status that it lands in and you can choose and decide that status. And so you'll see this one that says like send payment request. Based on the electronic signature signed, it actually will send a payment request on the back end as well. And you can have some required fields that it has to validate or you can actually pick, you know, how you want it to send to the client as well. So you want to send a particular service catalog item, which is a payment request for a certain amount. And then do you want to send it via SMS or email? All up to you on how you set these up and how you have them running. And then the client, once they sign it, you know, what do you want us to do with it? So once it's signed, we're able to land it in a different status after that as well. So, again, just kind of automating the mundane task of, you know, follow up items and things that you may have to run through. So, you know, I think that it's I'm showing referral groups here on the screen and some of these groups can be, you know, larger or smaller. You can use the current if you have referral sources in here, you can pick from the referral sources that you have in the system to add to that group. You can reorder the order. Right. So right now we got one and two. If I wanted to say, hey, the bears group I want going as two every or as one every time it's going to reset the order ABC law, you know, as the order or whatever you have there. You can rename those groups and then when referring in a lead. So if I'm just in Shervin's lead and I want to change the status to referred, the first thing that's going to ask me is, you know, what's the what's the kind of status you wanted to land in, like pending review? And then I can say they're a group or a specific firm. So if, you know, versus the waterfall, you know, every time I get this type of lead, I want to refer to this particular firm or attorney. It's very possible to do that as well. And they're going to receive email updates from that and they'll be able to decide on that case. And then they have their own dashboard as well to be able to see the cases that have been referred to them. And actually, we have some follow up emails that actually follows up with the referred to firm. So many of you are probably tracking referrals on a spreadsheet and every, you know, 180 days you have somebody from the firm reaching out via email or phone calls to each firm and wondering where those cases are. You know, that ability to actually automate that process and make sure that, hey, the system is following up with that attorney or that particular firm is very is, you know, again, time saving. And then also it's not an extra job or a mundane task that your team is actively working through. I think some want to talk about these message templates because message templates are important because they're built right in the lead docket. This is not part of the automations package. This is truly just built into the lead docket. So in the particular chase, which is when we're using lead docket and we have a case that we can't get in touch with, they've submitted a web form, we've called, we've reached out via text email and they haven't responded. We can put them in chase. And what chase does is it legitimately is the name. It's chasing them. And so you can customize this outgoing message. And based on when they land in chase, it automatically will send this particular text message. The cool thing about it is you do text and email so you can have it going both ways. And so they can get both of those if that's provided. And again, it can be dictated off of case type or severity levels or the office they reached out to or like where did they come from? So did they come from like one of our, you know, legions or one of our web forms? And so that language can be completely different or customizable based on that as well. So that's that's our message templates. And that's, again, built right into the system. The only thing that I will say is that Automations improves this by saying, hey, every four hours, I want you to follow up or change the status to the next so that the follow up happens automatically within my firm. We have task templates that do the same for your internal staff members and so that you can remind them to make sure that they're following up and those can be based off of status changes. But they can additionally be based off of the Automations as well. So I do I do like to talk how we already have things built in, but we additionally can improve those processes with the Automations. The one thing I'll tell you about task is that your admin team can come in at any time and see all the unresolved tasks in general, or they can go to a specific user and look at those unresolved tasks and be able to really delineate how, you know, or why somebody isn't following up and how they can get ahead of those things. So we do have, again, lead docket from from India and has all of those different options. I know that we have tons of things in the Q&A. I plan to do that at the end. So I'm going to do a quick demo of the reports and then I'm going to walk into kind of our demo and then we'll come right into the Q&A. Lead docket reports, the stock dashboard when you first land on the page is showing, you know, just kind of the high level of every single process that is having your firm. How many leads are you getting? How many of those did you want? How many of those did you sign up? We have some pretty perfect numbers in our demo environment that I wanted 314 and signed 314 over 12 months. So I think that's pretty good. But also the cost per leads, the cost per case and the average fee. A lot of firms aren't using this all the time. So expenses can be tracked as far as marketing expenses. Fees when you settle a case can be passed back from Filevine based on a certain status or phase that lands in Filevine can be passed back. And so that information can be automatically calculated here in your lead docket instance right here in this dashboard. Reports, we do have anything with a customizable data chip is a brand new report that we have in the system. I have many of them starred here in our dashboard, but there are quite a bit of reports here in lead docket. We also have the ones with charts. And so a lot of times, you know, firms want to see exactly where they are in a certain view. So if I come back and just say this year, I can see how many are coming from each one. And then I have more of a table view of that same chart here at the bottom. So we'll talk about the new leads report. I'm going to go back and grab that one real quick. And then it can get up to ninety nine columns. So we can just add columns by just clicking the plus sign on the far right. The columns can be customized by dragging and dropping them up and down the list on what column order you want. And then from there, you have pretty much any column in the system that you can find. So if I want to see just summary and I want to grab this particular summary, we could also sort by just AI summaries. We could also just sort by AI summaries on maybe a motor vehicle accident case. So now we see a delineated list of the columns that are available. But now that I've got my columns over here that I like, I'm going to go ahead and click next. And that gives me the filter options. And again, we built this for granularity. So when I say filter options and I want to say I want to filter by just a particular word in a filter. So we'll say that in this summary box, it contains the word Tylenol. And I want to also say that I want this for the entire year. I'm going to run it. It's going to take a couple of seconds because I'm going through a year's worth of leads. But you can see here that we have all of these cases coming in with Tylenol somewhere in the summary. And if I highlight over, you can see maybe that there's some in the summary there. But all of these were hidden in here for obviously our demo purposes. But for fun, we'll take the summary out and we'll just leave it the way it is. And how quick can we run a year's worth of leads? We ran, you know, 5000 plus leads in, you know, seconds at that point. And so we show them in page by 100 at a time. But you can get all of these. We have the ability to download it in CSV or Excel. You can also schedule it once you save it. So we'll just save this one as a webinar. You can make it viewable to others. So if others need that report and they need to go rerun it, they can. In this particular instance, I'll save it. We have the option to schedule it to send via email. So daily, weekly, monthly or quarterly. We got a little bananas with the quarterly one here when we were building it out. So you can see it on the 18th day of the third month of the quarter in the quarter. If you wanted to go weekly, you could also see that it's the first week and the Sunday of the first week of the quarter. Again, it gets pretty granular here and a specific time. You can add as many recipients as you like to that report and then the data sync option. If I want a data sync, I have to use the last updated date because we want to make sure that we're getting the most up to date data from the last time the report ran when it synced with your BI tool. And so in that instance, I'll go ahead and show off what we've done in Domo. So those same reports are getting populated into Domo with our Periscope integration. These can be completely filtered on the left hand side. So I can filter by case type or marketing source or assigned to intake. And then we also have all of our different cards. This template, actually, with anybody who has the Periscope integration and also use lead docket, we can actually drop this template directly into your systems as well. So, you know, I think the majority of our customers are at least starting with this template and customizing from there forward. But you can see leads and leads by source. You can see the different statuses of all your leads. Additionally, you can see your month over month comparisons and then conversions. This is what we call the kind of crawl to walk to run. And so now we're getting more granular with our conversion rates based on case type or based on the staff that we have working our leads. And then also the conversions by source. And this conversion rate by source is a year over year. So you can see the different ones in different months. And then also as we come down, the projections, which are really important on staffing and knowing how many cases you may need or you may be bringing in the door to make sure you're properly staffed. Shervin, I can imagine like this is important to how many intake people I need, but also how many attorneys do I need long term? Because, you know, we have a life cycle of a case and, you know, I've got, say, 20 attorneys on staff and maybe now we brought in 25 extra cases this month. And if we continue to do that, I'll need an extra attorney in three to four months. Right, right.

[00:44:28] Speaker 2: Yeah, I'll say one thing. It's more of just a reporting thing than a lead docket thing. We're big on reports. But one rule I have in my office about reports is if you're creating a report or showing me a report, you have to be able to articulate to me the action you're going to take with the report, because I feel like too often we just look at the report for the sake of the report or just to look at numbers and muse at them. And when we started to really say, OK, well, what's the action you're going to do if you're showing me this report? Like, what do you want to do with it? We started to really move forward. So these are incredible capabilities that the reporting has. But internally in your office, have the mindset of what is the action we're going to take with the information we get from this report?

[00:45:12] Speaker 1: Yeah, yeah, absolutely. What I'll say is that we also have expenses. And I said this earlier, but rarely the firms are using this in a proper way. We can actually connect to many different systems to get the expenses into lead docket. So we have endpoints in our API that allow you to send expenses through the API so that this can all be tracked properly. So you can see the expenses by year or the per the source or even your averaging per the source. And then as we scroll down, we get a little more in depth with talking about the different types of sources you have and the scores on those and the cost per lead and then really the cost per sign case, which is important because, again, cost per lead is only an average of the number of leads that are coming in the door. But really, what is my cost per sign case? We can see that this television one isn't doing very well at one percent because we have a fourteen thousand dollar cost per case, the cost per signed case coming in the door. And we spent one point two million dollars to get it. So, again, making sure that we are spending properly and we're making sure we're in alignment with those. As we come down, it's again, it's kind of a, you know, just more granular portion of that report. And then the ROI, which I think is really important. So we've got this signed per one hundred dollars spent. Our conversion rates, our marketing amount spent, our fees earned based off of those referral sources or marketing sources. You can see that this referral previous client is making us a good bit of money because, again, that really that cost nothing to get the previous client back in the door if you did a good job. And then your ROI comparison. So by percentage, you know, which one of which one is giving the most ROI by percentage? And we do give additional scores and cost per leads here as well. Again, these are this is a stock template. This is something that if you have lead docket and you have Domo, we can drop this in and the leads report directly connects to this based on the column set that we've built out. So we do have that. We have roughly five minutes left and it looks like I'm going to stop the share, but I'm going to go through a rapid fire of questions here. Looks like we got thirty five. I'm going to start at the top. You know, we AI tools that can help figure out who we should be working on versus the cases by fire process. Absolutely. So I didn't share it in this particular demo, but the lead prediction chip can also be in the dashboard as well. So instead of severity level on the far right side, there's the stars over there. It can actually say the ones that are actually the ones that are highly likely. So if it's in chase or if it's in review, those are the ones your team should be picking up and moving the fastest. So absolutely can help with that on the prediction side. From the summary side, it's all included in the emails that go out as well to anybody that's assigned to. So those quick, fast decisions, those AI summaries are actually included along with the prediction chip as well. So now we have in Sherman, maybe I'll pass this one to you, but situation where intake immediately called after it came in and they were like they were kind of upset or maybe uncomfortable with how fast someone reached out. How do you handle that?

[00:48:26] Speaker 2: It's an awesome problem to have. And all I'll say is out of every hundred people, if two or three have that reaction, you're doing a great job. Keep it going because the other 98 will really appreciate it and they'll take note of it and they'll realize that you're a fast moving firm that responds quickly. They'll love it. So in mass, you're going to have some outliers, but I wouldn't act on that particular outlier. I think that's a great thing and keep it up.

[00:48:51] Speaker 1: Yeah. Asked about AI features in lead docket. If you aren't seeing them in your instance, if you're going to settings and you're going to the manage manager, their options in the top right menu of settings and you don't see manage AI or you don't see the ability to set up leads AI and you do have AI within Filevine, reach out. You can reach out to me. I am my emails on pretty much anything that I'm on. You can also reach out to your AE if you are your lead docket client, all of those things you can reach out and we can make sure that they are active within your system. I think there was a question also about how do we get this set up if you already have it? I am a kind of an open book if you need help with that or you want some help kind of walking you through that. I have a team here that can do it, but I also can help and jump in as well. Clay and Clay, both questions from Clay or both answers, AI answering service. Lead docket itself does not have an AI answer service. Currently, there are plenty out there that plug directly into our system that can pass in information from call transcripts or different data points that they may be asking with their iPhone services. I will say currently, that's all I will say. I won't go too far into that. It is an exciting time in voice and we are, you know, I'll say that I think we're all excited on where AI voice is going to go. For marketing campaigns and tracking marketing vendors, actually, that's more so marketing campaigns is really kind of a one off solution for a very, very large client that has multiple marketing vendors that are paying for a single campaign. And so you could think of like mass torts and things like that where they're being crowdsourced the money and it's one, you know, one particular lead gen vendor, but that's coming from other law firms. So they needed a way to track all of that in one place. And that's where marketing campaigns came from. Lead sources and lead docket is really where marketing vendors are going to fall in. So that that one kind of works that way.

[00:50:55] Speaker 2: What do you mean information coming from outside source?

[00:50:57] Speaker 1: Oh, yeah. So outside sources, information coming in from outside sources would be things like web forms, web chats, lead gen vendors, other integrations you may be working on from the outside that are coming into lead docket as new opportunities or new leads coming in the door. As far as lead docket training, enabling AI, we have a team here. If you aren't getting what you need, reach out to your your account executive. Let's get you read the right people and make sure that we can go from there. Again, the AI summaries, again, if it's not in your instance now, we'll have to discuss and figure out if it's something that you guys already have in the system. Pull in weather data at the location on the time of the day. That's a wonderful idea. I've actually seen some integrations with people that have a button inside. We allow a link button and they actually are allowed to click that link button and it takes the time and the date that's recorded in lead docket for incident time and date and actually is able to pull in that information. That's not something natively built into our system, but I have seen that solution. Listen to recordings and call some of us. So if you have call rail, call track and metrics and it is automatically plugged in with with lead dockets, you have the integration plugged in your call transcripts, your recordings and your summaries. If you have that already built into that platform comes into lead docket and we actually use that to cross-reference the data in our lead summaries as well. So we're actually cross-referencing call data and the lead inputted data. So, yes, we there is a way to do that. Yeah, again, I think that the next question was on the AI being plugged in and hallucinations still a concern from my from my viewpoint. I'll let Shervin from his own viewpoint as as a firm that's using it and has been using it for almost two years now. Hallucinations and you have to be really granular with how you write a prompt and making sure that you don't allow it to hallucinate outside of the actual factual data. And so our prompt writing is really granular on the what not to do and what to do. So, you know, I think that all comes down to prompt writing and context window that you're providing the data for. Are we able to customize predictions for jurisdiction in Canada? Yep. So our AI is available in Canada and it absolutely will pull from there as well. Yes, automations is part or sorry, automations is not included in Projects AI, but it and lead docket AI is included in Projects AI. So if you want automations as in there is an add on packet for automations. There's also the option for the lead moving your license from standard lead docket license to lead docket pro license. But no one is available to answer. So if you have a phone system, again, if you have a phone system that is plugged into lead docket, you absolutely can have a trigger within your phone system that essentially creates the opportunity inside of lead docket and there can be an auto respondent in there as well. So we do have we do have some things with the different phone systems. Different phone systems we have multiple firms it's referred to. So Shervin talked a little bit about this, but in our referral groups, there is an ability to track multiple firms so there could be up to five and those can roll like a waterfall effect inside of our notes and the messages that are in each one of those leads. It actually tracks each one that is referred to in the standard if it's accepted or declined. And then also we have in our referral sources, we have some reporting already built in for each firm and you can actually see that in a granular focus as well. Yeah, so Shervin's team used Slack because a lot of attorneys don't check their emails very often. And so what they did to say, hey, how can I get this done the fastest? So they created Slack groups just like our referral groups and essentially dropped in those summarizations into the Slack group. Again, that creates a almost instantaneous fire for everyone to say, hey, go jump on that and see if we can take that case or not. I think that it's the ability to really crowdsource the lead to say, hey, everybody has the option to take it. Whoever's the fastest to take it is the firm that I want working on this case. So I think that that is definitely part of it. Let's see, use automation rules to chase leads, follow up and sending contracts that went unsigned. The automation rules, definitely chasing leads to follow up after sending contracts. Yeah, so the cool thing about chase is chase can be customized and you can have multiple chase sequences. So one is that you have a chase sequence that's chasing the lead and you send them a contract, you get in touch with them, they get a contract sent to them and then they never sign the contract. So then you could have a second chase sequence that actually chases contracts pending as a chase and it chases it down through the waterfall as well. So it is definitely possible. I've seen it in action. I actually have seen it for payments customers as well as they've sent payment requests and now they're chasing to get the payment made. Yeah, so I think I just addressed that one as well. Referral firms have Filevine and LeadDocket as well. Yeah, and from my perspective, again, some do, some don't. The ones that do, we can actually push that particular lead into their instance as a brand new opportunity and they can work it from there. And so that is a LeadDocket to LeadDocket connection, but it does come in as a new opportunity. It's not already populated as a lead. We want to make sure it's triaged properly. LeadDocket is built for any law firm that is marketing a single dollar. I will say that. That's kind of always been my philosophy around that. As far as mainly online, no. If you're getting phone calls, if you're getting walk-ins, if you are hosting events and people are signing up as contacts at these events, I've seen it used in a million different ways through 1,500 law firms that are actively on the system. And again, there was 400,000 plus new leads last month that were generated through our system. So that could be manual entry. That could be phone calls. That could be anything that we have throughout the process. AI package is extra cost. Yes. So if you are a LeadDocket or a Filevine AI client and you have LeadDocket, it's built in. If you are only a LeadDocket client and you want Leads AI, it is a separate cost. Let's see. Maximum number of rows in the report. If it's email, it's 30,000 rows. If it's going to email, there is not a maximum going that way. If it is viewed in the UI, then you do not have to worry about that as well. The only real caps are 99 columns and 10 different filters. As you can imagine, you get really granular with that solution. I'm going to kind of skip around in these questions because a lot of them are around Domo. Yes. The Domo template is something that we can drop into your current Domo instance. So anybody with Domo, reach out to myself, your AE. We will get that Domo template dropped into your current instance. How do we integrate Leads with advertising accounts such as Avvo, Yelp, Finlaw? I believe that's Finlaw. Avvo, Yelp, and Finlaw, actually, Avvo and Finlaw all have standard integrations inside a LeadDocket in manage integrations. You can actually click the dropdown to add a new one and it will drop the template of how they send their Leads over. You just have to give them the endpoint URL. You are not required to have Domo or Periscope to get the reports. The reports are built in to the LeadDocket system and it can be emailed to you or even downloaded directly from the UI as well. Let's see. You can filter by substatuses in the report as well and get your loss leads and your substatuses to those loss leads as well. For Donna, who asked about the Domo dashboards and wanting the template, you can email me or you can email your AE to get that as well. The first time you run the data sync on the last update, it's going to drop every single bit of data in there and then from there forward, so if you set it to one hour, four hours, or daily, it's going to update from the last time the report ran. You are going to get the most up-to-date data every time the report runs from the previous time it ran and we have what we call a merge feature in there that makes sure that inside your reports, you're getting that most up-to-date data. It looks like Jara just posted my email in the chat as well, so for anybody that needs to email me on those, please do. I'm not going to be able to answer all of these. I know we're all cramped for time, so I'll try to get as many as I can. The tab that you show with the automation rules, should it appear? So, if you do not have automations or Lead Docket Pro license, it will not appear in your left-hand menu. If you would like those, you can reach out to your AE on that as well. Regular Lead Docket license and Pro license. So, Lead Docket license, like a regular license, just includes Lead Docket out-of-the-box solution, Automations and AI aren't included in that, as far as the automations option in the Manage menu. If it's Pro license, the automation is included in that as well. Let's see. For health, yep, Jara just put my email in there. For anyone who is having issues with Lead Docket or needs help with Lead Docket, please just email me directly. Just email me directly. I can get you in the right place. Do I recommend small intake form and later a large intake form, or do you recommend just one intake form? I recommend one. We want to try to get as much information as fast as possible. Obviously, they're going to fill out something on the website or maybe a call-in or maybe a web chat. So, you're going to have some minor detail very early on, and then the intake form or the Lead form that we have in the system can be as short as long as you want, but I would like to get as much qualifying information as possible, depending on the case type. Shervin, you have somebody asking about the Slack. Is Slack included in Lead Docket AI? Slack is not included in Lead Docket AI. It is an integration that is built out to receive messages or receive events that happen inside of Lead Docket, and that doesn't require AI or automations. If you have Lead Docket Pro, will that connect via two orgs? I'm not sure what that question is. If you want to reach out and email me about it, I'll definitely get the answer on that one. Roshni, on your basis, email me that question. We can discuss. I know what you're asking, but I don't want to get too detailed on some of the emails back and forth. As far as ours, for referral emails that go out to referral partners, you can choose to include that information or not. It's a setting inside of each person's Lead Docket account, so that's completely customizable by firm. So, you can choose to include photos or choose to include messages that have been sent back and forth, or you can choose to turn those off. Let's see. Will Lead Docket Pro license move a lead from one instance to another instance? You will not need Lead Docket Pro license to have a Lead Docket-to-Lead Docket connection. That is a standard built-out tool. There should be a support article. If there is not, please email me. We do have directions to do that as well. And I think we're down to a pretty low number of questions. Let's see. So, we can use Lead Docket API and connect it with voice ASR? Yeah. So, the Lead Docket API, absolutely. If you want to pass in information from that, you can do that as well. You can also use an integration in the managed integrations with an endpoint to be able to pass in all of the call data, so the transcripts and things like that you'd like to pass in as well. Recommend small intake form. Okay, I already answered that one. And so, regarding referral sources, new customizable features. Again, if you want to email me on what features you're looking for, I definitely can walk you through that. Our referral sources are really just what they are. They are the ability to enter a law firm or a particular attorney you're referring to You can add those into the group or not add those into the group, and then also be able to refer directly to them. And then, of course, the option to be able to turn off messages that are synced with the lead prior to referring it out. And the same thing with photos or things like that. And then, automations available, intake requests that end up being referred out. So, automations absolutely can be tied to referred out status. So, if you need to move it in a certain direction or work with the firm on maybe a reminder to follow up, it's absolutely possible. We do have some built-in reminder options. So, that is something that we have in there as well. And that's built in without the AI portion of it. Periscope package, any demo cards built out, separate charge. If you already have Periscope, it is not a separate charge. The demo card doesn't cost anything. It is something that we are giving to all of our customers as we've worked for the last couple of months building that out. So, if you don't have demo yet, reach out to your AE. And then, the last question we have left in here, general phone lines, leads get transferred over to an intake. One intake person, the person has a long list of voicemails following with suggestions on how to get them automatically sent some sort of lead docket intake form.

[01:05:44] Speaker 2: Yep.

[01:05:45] Speaker 1: So, inside of lead docket, there is the ability to send emails. Inside of lead docket, there is the ability to create new opportunities based on phone calls. Now, I don't recommend that to all. I will tell you that. And the reason is because it's not always going to be potential clients calling, right? If you're advertising, it could be insurance carriers. It could be defense counsel. It could be all kinds of things calling your main marketing numbers. And so, I don't recommend it to all because it could make a mess in your instance. But for situations where you have a limited intake staff, there is that ability to create an opportunity. It does automatically create a, you can create a auto response message as the opportunity is created. And if it has qualifying factors, which you can preset many of them, it can move into a lead status that can send a lead form. So, absolutely could do those things. But it is going to take some setup and some time. So, again, my email's here. We have support in-house as well. And, you know, definitely could help with that. I'd like to take the opportunity, I know we're well over time, but to thank Shervin and his expertise in our product and our ability to help us scale and grow as a product and a company. And, of course, thank every one of you for attending, especially 15 minutes over the time that we were supposed to have. So, again, really appreciate your time.