An AI receptionist for law firms that says what it is
EzyBiz LEX answers a law firm's calls with an automated service that tells callers it is automated when they ask, takes a legal intake the way a firm needs it taken, books the consult, and files the call to the matter. It works from the firm's own practice areas, hours and rules, and it never gives advice or pretends to be a person.
An AI receptionist earns its place on a legal line by doing three things a voicemail box cannot: it answers every call at any hour, it asks the questions a firm needs answered before it can open a file, and it leaves a written record where the firm keeps its records. This page describes how the EzyBiz LEX service behaves on a call, the limits it works within, and what the firm has in hand when the call ends. The wider question of whether a firm should use one at all is covered in the guide to AI receptionists for law firms.
What a caller hears
The service is configured for each firm, and the opening is the same on every call: the firm's name, and the fact that the call is being transcribed. It says it is automated the moment anyone asks.
Service: Thank you for calling [your firm]. This is the firm's customer service system, and this call is being transcribed so the lawyers have an accurate note. How can I help?
Caller: I've been served with papers about my lease and I need to talk to someone.
Service: I can take the details now so a lawyer can call you back. I can't give legal advice myself. Can I start with your full name and the best number to reach you on?
Caller: Are you a real person?
Service: No, I'm an automated service for the firm. I can take your details and book a time with a lawyer, or take a message if you would prefer. Who is the other party named on the papers?
The exchange above is an illustration of the pattern, and on your line the service uses your firm's name, practice areas and hours. It goes on to ask what the matter is about in the caller's words, whether any date is close, and what the caller would like to happen next, and it books a consult if the firm has allowed bookings.
The work it takes off the firm
Answers in the firm's name at every hour
By day when the lawyer is in a conference, at 7pm, and on a Saturday morning, at the same standard and with no surcharge for the hour.
Takes a legal intake
The caller's name and number, the other party's name for the conflict check, the kind of matter in the caller's words, any close date, what they want next and how they found the firm.
Books the consult
Into the lawyer's diary when bookings are allowed, and into the Smokeball calendar for firms connected to it. Otherwise it takes a call back time and creates the task.
Screens the callers
In Screen mode genuine callers are put through with a one-line summary, and cold callers and lead sellers stop at the front desk and never ring the lawyer's phone.
Writes the file note
A summary with the close date on the first line, and the transcript underneath, ready shortly after the caller hangs up.
Files it to the matter
A completed task on the Smokeball matter, or a Word document in SharePoint under the contact, with a new enquiry opened as a lead in Smokeball. Clio filing is in development.
What it will not do
A law firm needs to know the limits of anything that speaks in its name. These are fixed, and the full list is on the guardrails page.
Give legal advice or an opinion on a caller's position. Confirm to the other side, a court officer or anyone else whether the firm acts for a person. Discuss a matter with a caller who has not been verified. Use a human name or claim to be a member of staff. Send a text to a client without the lawyer reading and sending it.
Say it is automated when asked. Tell the caller at the start that the call is transcribed, and stop transcribing if they ask. Offer a message or a call back. Collect the other party's name so the firm can run its own conflict check. Ask the lawyer in the app when it cannot tell which matter a call belongs to, and never file to a guess.
How the service behaves is set out in full in how the answering service behaves, and where the data goes is in data residency and security.
The lawyer decides when it answers
An AI receptionist that sits in front of every call would get between a lawyer and their clients. This one is a mode on the lawyer's own line.
Available
Calls ring the lawyer directly with the matter on screen. The service only answers if the lawyer does not.
Screen
The service greets first and puts genuine callers through. The lawyer hears who it is and what they want before taking the call.
Unavailable
The service takes every call and the record is on the matter when the lawyer is free.
Included in the one price
The AI receptionist is part of the EzyBiz LEX subscription at A$79.99 a month per lawyer, GST included, with the business number and the filing. There is no per-call or per-minute charge, so a busy month costs the same as a quiet one, and there is no setup fee or contract. Setup is a two-minute phone call in which the assistant asks about the firm, and a firm either ports the number it has at no charge or takes a new Australian number in the app. What other AI receptionists and answering services charge is set out in the cost guide.
AI receptionist questions firms ask
Yes. It is an automated answering service and it says so. It introduces itself as the firm's customer service system, tells every caller at the start that the call is being transcribed, never uses a human name, and tells anyone who asks that they are not speaking to a person.
Yes. In Screen mode the service finds out who is calling and why, then puts genuine callers through to the lawyer with a one-line summary. In every mode a caller can leave a message and be called back, and a call back request becomes a task for the lawyer responsible for the matter.
Never. It takes the enquiry and tells the caller plainly when a question is one for the lawyer. It does not confirm to the other side whether the firm acts for anyone, and it does not run the conflict check. It collects the names the firm needs to run its own.
What the firm tells it during setup: the practice areas you take on, your hours, whether it may book consults, and the topics it must not discuss. It answers from those and takes a message for anything outside them.
Only if the firm turns on verified matter conversations, and only after the caller proves they hold the mobile on the contact record with a one-time code. A verified client can hear where the matter is up to and the next date. Nothing about a matter is disclosed to an unverified caller.
A summary and a transcript are in the app shortly after the call ends, with a push notification. The file note is filed to the matter in Smokeball as a completed task, or to your SharePoint library as a Word document under the contact. Clio filing is in development.
No. The providers that transcribe and summarise calls are used under terms that do not allow training on the firm's calls, the voice provider deletes its copy of each call within a day, and we use only aggregated, de-identified figures to improve the service. The detail is on the data residency page.
It is included in the A$79.99 a month per lawyer subscription, GST included, along with the business number and the filing. There is no per-call or per-minute charge and no setup fee.
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