Making legal intake easier to navigate. How Xmartlabs helped Robinson & Henry improve how potential clients enter the system and get connected to the right attorney.
INDUSTRY
Legal Services
SERVICES
Custom Software
AI Integration
FOCUS
Legal intake & scheduling
Context
Reaching out to a law firm often starts with uncertainty. People don’t always know what kind of legal help they need, what the process looks like, or even what happens after that first interaction. For firms, handling that uncertainty at scale, while keeping a high-quality, human experience, is not trivial.
At Robinson & Henry, improving accessibility meant looking closely at this first step: how potential clients enter the system, and how they get connected to the right attorney.
Challenge
The firm already had a working intake setup, combining a contact center with tools like forms. It supported their operations, but as demand grew, some limitations became more evident.
Approach
Working together with Robinson & Henry, the focus was not to replace their process, but to improve how it begins. The result is their Schedule Consultation experience, an intake flow built around a simple idea: let people explain their situation in their own words.
Practical AI
A key part of the work was defining how to use AI in a way that was both effective and realistic. Given limited training data, the approach focused on:
Results
The improvements are visible both for clients and for the internal team — faster first interactions, fewer manual routing steps, and a modular foundation that supports future expansion without re-architecting.
This project focused on a specific moment: the beginning of the client journey. By improving how that moment works, reducing the need for manual routing and connecting key steps in the intake process, Robinson & Henry now handles incoming demand with less friction, while maintaining the human element that defines their practice.
