From analog to digital

How telephone bots simplify everyday life in a law firm

In one month, we completely redesigned the telephone processes for a leading service provider that supports law firms in Lower Saxony: away from analog notes and callbacks, toward a digital system that understands, summarizes, and forwards calls to the right people. The goal was not a technology-driven show, but to genuinely make everyday work easier—without losing the natural, human atmosphere of conversation.

Challenge

The law firm handles around 80,000 cases annually—many of which begin on the phone. Until now, initial inquiries were often handled analogously: phone call, note, callback, transmission via handwritten note or email. This was time-consuming, led to gaps in documentation, and delayed further processing. At the same time, there is a wide range of callers: different languages, varying degrees of urgency, and a multitude of insurance claims that require specific queries. The challenge was therefore to combine scalability, data accuracy, and confidentiality — all in a way that ensures clients continue to feel understood.

Solution

Within a month, we implemented a flexible telephone agent system consisting of three multilingual bots (German, English, Turkish) and a customizable agent. An agent is optimized for short, efficient conversations, while remaining human and natural in tone and expression. Technically, all the prerequisites for digital call acceptance were created: recognition and recording of insurance number, name of insurance company, callback number, and name of the caller; automatic summary of the call content; forwarding of this summary by email to the responsible specialist.

Key technical and organizational features:

• Complete digitization of the initial contact (from audio to structured data).
• Multilingualism at its core — with a clean foundation for additional languages.
• Automatic, case-related query logic for specific insurance claims.
• Data protection-compliant processing — Made in the EU and fully GDPR-compliant.

Benefits

The result is practical and immediately noticeable:

• Time savings and faster response times — relevant data is available in a structured format, allowing for immediate callbacks and case assignments.
• Better data quality — order processing within the EU results in significantly less latency during phone calls and thus better data quality.
• Relief for employees — monotonous initial data entry is handled by automation, and specialists receive a complete, clear summary and can start processing immediately.
• Scalability — the system is designed for expansion: additional languages and automatic queries for special case types can be added without disrupting core processes.
• Humanity remains central — natural speech guidance and human-centered behavior ensure that callers feel understood, even when a bot is conducting the conversation.

Within a month, an analog telephone process was transformed into a digital, scalable workflow that combines data protection, multilingualism, and genuine relief — technically cleanly implemented and effective in everyday use. As a Gold Partner of fonio, we have delivered a solution that sustainably improves both efficiency and service quality.