Voice AI Intake

Last updated: September 29, 2026

Overview

Voice AI is a phone agent that answers intake calls, collects the caller's details, and produces a structured summary of the conversation on the matter or lead.

It connects through call forwarding from the firm's existing phone system, so there is no new phone infrastructure to run.

What It Does on a Call

  • Answers the call when the office is closed or the team is at capacity

  • Talks the caller through collecting their details and the matter information

  • Produces a structured summary for review

  • Creates a new lead in Eve after the call, and where a lead system is connected, pushes the data there too

When It Answers

This is a firm setting rather than a fixed behavior. Some firms route every intake call to the agent. Others use it only after hours, or only for overflow when staff are unavailable.

Transfers to a Person

The agent can hand a live call to a colleague based on rules the firm sets. Rules are prioritized and can route to different numbers depending on the situation, which is how a firm reserves particular case types for human intake while letting the agent handle the rest.

Transfer rules are evaluated before signing rules, so a call that matches a transfer rule goes to a person rather than being offered a retainer. See 📄 Voice AI Signing in Eve.

Languages and Call Audio

The agent speaks over 30 languages. Quality is validated in English and Spanish, and varies for less common languages. The Communications Agents article states over 30.

Call audio playback is a firm setting. Where call listening is enabled, the audio plays back from the call's details. Some firms choose not to turn it on.

What Voice AI Does Not Do

  • It does not make outbound calls. Calling clients and insurers is a communications agent.

  • It does not run a conflict check. Conflicts are handled by the firm's own intake process.

  • It does not replace the phone system. Calls reach it by forwarding, and the firm's phone setup stays as it is.

Key Terms

  • Voice AI: The phone agent that answers intake calls and collects caller information.

  • Warm transfer: A live handoff of the call to a colleague, based on the firm's transfer rules.

  • Transfer rules: The prioritized conditions deciding when a call goes to a person, and to which number.

  • Call forwarding: The phone system configuration routing incoming calls to the Voice AI number.