An AI voice agent that answers client intake calls around the clock.
A US law firm was losing qualified leads to voicemail and long hold times. We built a multi-tenant AI voice agent on AWS Bedrock and Amazon Connect that handles intake calls directly and routes qualified leads into their case management workflow.
Client
US law firm
System
Multi-tenant AI voice agent
Role
AI Engineer & Solution Architect
The firm was losing qualified leads to voicemail and long hold times during peak call volume, with no after-hours coverage at all. Prospective clients who couldn't get through often didn't call back — every missed call was a missed case.
How we approached it
Audit the opportunity
We mapped the intake process end to end — what information needed to be captured, and how it should route into the firm's existing case management workflow.
Design the operating model
We designed a multi-tenant architecture so the same system could support per-firm configuration and business logic.
Ship fast, validate early
We built the voice agent on AWS Bedrock, Amazon Connect, and Nova Sonic, with Bedrock (Claude-powered) handling the conversational reasoning and a Lambda layer extracting intake details.
Launch with confidence
We added full call logging, transcription to S3 for compliance and review, and human fallback for edge cases before rolling it into production.
- 01Multi-tenant AI voice agent on AWS Bedrock, Amazon Connect, and Nova Sonic
- 02Natural-conversation intake that captures and checks case details against firm criteria
- 03Automatic routing of qualified leads into the case management workflow
- 04Full call logging and transcription to S3 for compliance and review
- 05Human fallback for edge cases instead of silent failure
Built on AWS Bedrock (Claude-powered reasoning), Amazon Connect, Nova Sonic, and AWS Lambda.
The system now runs in production, handling client intake around the clock with no missed calls — every prospective client gets answered, qualified, and routed, whether it's 2pm or 2am.
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