In this blog, we feature insights from Terry Dohrmann, co-founder and CEO of Lexafide, who explains how to integrate AI into law firm intake workflows without disrupting operations, degrading the client experience, or breaking the systems firms already rely on.

Watch the video featuring Terry Dohrmann.

Intake Is the Lifeblood of a Plaintiffs Law Firm

For plaintiffs law firms, intake is not a back-office function. It is the front door of the firm and the point where revenue either begins or is lost. “From an intake perspective, you can’t really disrupt the apple cart too much because this is your lifeblood,” Terry explains. “This is really the how the firm is going to be successful and grow and literally keep the lights on.”

Because intake sits at the intersection of urgency, emotion, and decision-making, any change to that process carries risk. That reality is often overlooked when law firms consider AI adoption. “Intake is sort of like the low man for some reason,” notes Terry. “Yet it’s the first impression that these clients get when they call a law firm. If that intake process and technology isn’t up to par, that client’s going to go somewhere else.” Terry points out that law firms are recognizing the need to invest in new technology to support the intake process, and most recently, including AI.

How to Integrate AI by Layering, Not Replacing

One of the biggest mistakes law firms make when adopting new technology is attempting to replace intake workflows instead of supporting them.

According to Terry, successful AI adoption starts with respecting existing workflows. “We are looking at now, how do we implement products that are not going to be disruptive in terms of the day to day, but provide a lot of value,” says Terry.

“We looked at how can we take a tabletop type of version of our product, where we’re going to layer it on top of anything that you might have in place right now,” notes Terry. “I’m a huge believer in interoperability, meaning that the systems that are in place today, you have to be able to talk to them in an effective way, pull the data properly, assess it, use it, kind of have bidirectional syncs between these systems.”

This layered approach allows firms to enhance speed, accuracy, and consistency without forcing intake staff to relearn systems or change how they interact with potential clients. “So, anybody looking at them will understand what’s going on with the case, where to get the right information, how to collaborate with their teammates, how to reach out to clients,” underscores Terry.

Use AI but Preserve the Human Touch

While AI can streamline tasks and surface insights, Terry emphasizes that intake should remain a deeply human interaction. “A lot of technologies purport to make that process easier, but it’s a huge focus for us at Lexafide, is to enable firms to really do that outreach to their clients but do it in a way that they’re not losing a human touch,” notes Terry.

When someone calls a plaintiffs law firm, they’re often having the worst day of their life. “You don’t want to talk to a robot when you’ve just been injured,” says Terry. “It’s what I hear all the time.”

AI should support intake teams, by capturing relevant info and updating the case management system while the staff maintains a human connection during a difficult time for clients.  The AI should provide simple touchpoints and reminders, not replace empathy or judgment.

Pursuing the Road Ahead

Understanding how to integrate AI effectively starts with knowing where it belongs. For plaintiffs firms, that means strengthening intake operations without disrupting the workflows and people that drive results.

Terry advises that plaintiffs firms that approach AI as a supporting layer rather than a replacement tool are better positioned to improve efficiency, preserve conversion, and maintain trust with prospective clients.

Looking for More Insights?

Watch this 3.5 minute video for more insights from Terry Dohrmann about how to integrate AI into law firm intake.

Or read the blog “AI: Reducing Intake Inefficiencies That Erode Law Firm Profitability” to learn more about using AI to improve intake operations.