James Turner (jturner@shield-legal.com)
2025-05-20 14:10:11

Drafted up a "AI Intake Transition Plan" with points on Testing, Metrics, and potential Implementation Framework

AI Intake Transition Plan: Testing, Metrics, and Implementation Framework

👀 Ryan
James Turner (jturner@shield-legal.com)
2025-05-20 14:10:26

Drafted up a "AI Intake Transition Plan" with points on Testing, Metrics, and potential Implementation Framework

James Turner (jturner@shield-legal.com)
2025-05-20 14:10:45

Drafted up a "AI Intake Transition Plan" with points on Testing, Metrics, and potential Implementation Framework

AI Intake Transition Plan: Testing, Metrics, and Implementation Framework

Joe Santana (jsantana@shield-legal.com)
2025-05-20 14:23:30

noted, with thanks, will need to review towards EOD

Joe Santana (jsantana@shield-legal.com)
2025-05-20 14:24:00

Although not the complete group, i just saw the email, about the Leads that weren't coming through, is this being handled?

James Turner (jturner@shield-legal.com)
2025-05-20 14:24:44

I believe @Nick Ward and Christian Rogers are handling that right now.

Ryan (ryan@themedialab.agency)
2025-05-20 14:40:20

Same, I’ll look soon. Thanks James.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-28 19:40:09

@here Just had our afternoon group meeting with Cameron and he brought up the likely introduction of AI. He framed it very differently than what we talked about in our chat last week. We can discuss in our 11AM PST meeting tomorrow, but unless there are two different initiatives, we seem to be on different pages. I didn't question the path due to the large audience in the room, but I told him we would discuss Thursday.

Ryan (ryan@themedialab.agency)
2025-05-28 19:52:45

What did he say?

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-28 20:17:40

That we’d have a group meeting about using AI bots to take after hours calls and other uses, but not for intakes. Several folks ran with the idea afterwards and I tried to temper it until more comes together.

Ryan (ryan@themedialab.agency)
2025-05-28 20:23:51

Ok, I’ll bring it up next week to clarify.

Joe Santana (jsantana@shield-legal.com)
2025-05-28 21:01:50

Yes, I got some of that, myself, last night... I've been holding my breath and typing and speech to text since.

Joe Santana (jsantana@shield-legal.com)
2025-05-28 21:02:03

I've been boling other things since.

Joe Santana (jsantana@shield-legal.com)
2025-06-24 16:03:49

Nick, where are we on call recordings, transcribing, and additional input on Ai Calling, taking overflow, and possibly a specific inbound campaign? Thank you

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-06-24 18:49:44

We should have a call about this tomorrow. As I mentioned last week, we have not moved on this following our original call because of Cameron saying he only wanted to use AI for after hours call routing and the like. @James Turner and I have been waiting on new (confirmed) direction after you and Ryan had your follow-up conversation with Cameron to get aligned on what we would be moving forward with.

McFadden now has his new AI person working on AI transcription, albeit to a lesser extent on targeted calls.

I have ample time to chat tomorrow if there is a good time for you @Joe Santana and @Ryan.

☝️:skin_tone_4: Ryan
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-06-24 18:52:37

I do have an 11:30A with Five9 tomorrow to meet the new Account Manager and discuss our AI demo needs. She isn't ready to demo yet, though. That would be next week.

Joe Santana (jsantana@shield-legal.com)
2025-06-25 08:45:53

Please LMK ASAP as to your availability for call

Joe Santana (jsantana@shield-legal.com)
2025-06-25 08:47:15

I can't completely confirm what you are stating here as to where we left off with cameron, when we were last on video meeting, it was confirmed in somewhat more detail in comparison to the short version I slacked at 203PM.

Joe Santana (jsantana@shield-legal.com)
2025-06-25 08:49:27

I did state that cameron wants to be able to have incoming calls for any/all campaigns be able to be answered by Ai and afterhours and be able to take general information (what has happened since is that he wants the ability to get that call back into the call center if needed/requested by caller (how this can be done exactly I told Cameron might be tricky but like everything else can be done) also needing to see what the best candidate for an incoming campaign altogether was the 2nd order of business, but not the priority.

Joe Santana (jsantana@shield-legal.com)
2025-06-25 08:50:07

Now if that wasn't made clear on my part, or I am misrecalling what was stated before, which is entirely possible, so-be-it and I apologize. LMK when next please

Joe Santana (jsantana@shield-legal.com)
2025-06-25 08:57:44

Please give me/us a few options, i'm sure we all have calls/meetings and stuff to deal with, thank you!

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-06-25 11:09:23

Ok, I can pursue this further. I'll try to speed up the path to answers with Five9 today. They should be able to offer a full pricing guide and answer questions in the meeting even if we are not doing the demo today.

If they don't have a solution that we end up using, I'll make sure to have an understanding of what other software plays nice with it. @Joe Santana what are you currently using for the company phone lines that have AI?

Joe Santana (jsantana@shield-legal.com)
2025-06-25 11:36:44

Nick, you are going to have to LMK what it is that you are getting pricing/demo for. I don't believe that we are going to use them for Ai at least "not at this stage"

Joe Santana (jsantana@shield-legal.com)
2025-06-25 11:37:47

All we need, at this point, is to get that data together that we can use for call example/interaction, and figure out what campaign, we would be a good candidate, for an inbound campaign, this is what cameron wants to consider. First effort is going to be "call overflow, and afterhours"

Joe Santana (jsantana@shield-legal.com)
2025-06-25 11:39:05

Need to offer something like "Hi, i'm an assistant and I'm here to help as someone is not available right now to take care of your needs but if you can answer a few questions, this will help as soon as someone is available, or if it's after hours, someone will be in contact with you as soon as we can!"

Joe Santana (jsantana@shield-legal.com)
2025-06-25 11:40:00

Then be able to take as much information as possible, it will be stored on their CRM, we will API over to it, pull it into our data, and the make it available for either a)the call gets transferred to an agent or b)when an agent calls them back

Joe Santana (jsantana@shield-legal.com)
2025-06-25 11:40:14

We will be using SimpleTalk for the Ai as of now

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-06-25 12:16:02

Ok, I will drop it with Five9 after meeting the person today. When we had our first pilot/AI call, I was asked to see what they have, even if we weren't going to use it. I don't want to waste my time or theirs if we are already on the SimpleTalk train. Thanks

Joe Santana (jsantana@shield-legal.com)
2025-06-25 14:34:59

correct as to train, but as you already know, there are different trains and tracks, but as you stated, on the call, we don't want to barrel towards F9 unless we find it's necessary

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 12:19:44

@Joe Santana and @Ryan, if you have 15 minutes, let's the 4 of us get on a call regarding the SimpleTalk and AI transcription efforts. If there is already an account for SimpleTalk, I/we can start in on building out a plan.

Fort the transcriptions, McFadden and Scott are working with the new hire Chris on a few things. The first is the new transcription site with Assembly AI built in. Chris built it in like 3 days and it is here if you haven't seen it. I've tested it with compliance and QA in mind and it has limitations, but is helpful. They are not (have not) dug into the transcription of some/all of the call recordings, it remains on demand for now.

Let me know when a good time is today. Thanks!

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:41:45

Please anytime there’s an action item. Please send me a text requesting a check Slack.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:41:58

Yes, there is already an account

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:42:47

What we need to do before anyone else engages simpletalk is to build out that map and interaction for handling the overflow calls, and after our calls and how it is that we would want that to be handled in general and also as a side item considered Building an inbound campaign. This has been stated several times since I last mentioned simpletalk was going to be the direction we would go in.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:43:21

We need the format and flow of the call handling and we need the transcriptions done so that we can feed that to simpletalk have their development team work with that and then we refine it

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:43:29

This is the process at simpletalk

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:46:46

The next trick, during operating hours, would be to discuss, how we would plan to transfer the calls to 'authorized agents' to take these calls when either a) caller requests a person b) trips up the A.i.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:47:14

Same thing after hours, who is going to get those messages

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:47:47

In both scenarios, the call, and data, is going to be in their CRM - Go High Level - To which we will have API access so we can get and transfer and handle that data

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 12:48:35

I think this will be easier on google meet to get organized. Is there a good time for this?

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:48:36

Determining how that data gets piped in, handed over, for live or after hours calls might be the biggest challenge for F9, right?

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:49:02

However you can pull others together, sure, I was just getting this written down for reference.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:49:25

I have a call at 1130

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:51:42

The a.i. is using Twilio for calls, as that's the best technology for the streaming factor of the audio, if you/we/can get information about integrations between Twilio and F9 that would be good

Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:52:05

https://help.gohighlevel.com/support/solutions/articles/48001060529-highlevel-api

HighLevel Support Portal
HighLevel API
About Our Developer Documentation HighLevel is currently in the process of moving to an OAuth 2.0-based API (API 2.0), and at some point in the future, this will be the only API available for integration once this migration is complete. Until th...
Original URL: https://help.gohighlevel.com/support/solutions/articles/48001060529-highlevel-api
Joe Santana (jsantana@shield-legal.com)
2025-07-01 12:52:50

https://www.twilio.com/docs/voice/api

twilio.com
Programmable Voice API Overview | Twilio
Introduction to the Twilio Voice REST API. Use this API to make phone calls, modify calls in progress, and query metadata about calls, conferences, queues, and recordings.
Original URL: https://www.twilio.com/docs/voice/api
Ryan (ryan@themedialab.agency)
2025-07-01 13:04:11

@Nick Ward, let me reschedule meetings, I had them overlapping.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:04:30

Noted

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:04:36

Standing by

James Turner (jturner@shield-legal.com)
2025-07-01 13:08:11

Put together a SimpleTalk & AI Transcription Setup - Action Plan

We are facing a big goal, so let's break it down into bite size chunks

Ryan (ryan@themedialab.agency)
2025-07-02 11:18:51

*Thread Reply:* @James Turner @Joe Santana, I've reviewed this and ready for call later today.

🙏 James Turner
Joe Santana (jsantana@shield-legal.com)
2025-07-02 12:29:22

*Thread Reply:* suggestions for times? I would appreciate this being later in the day as possible

James Turner (jturner@shield-legal.com)
2025-07-02 12:50:50

*Thread Reply:* Is this not the Pilot status meeting in 10 minutes?

Joe Santana (jsantana@shield-legal.com)
2025-07-02 12:51:37

*Thread Reply:* That’s fine

Joe Santana (jsantana@shield-legal.com)
2025-07-02 12:51:53

*Thread Reply:* Was only reacting to the document discussion

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:09:30

Just gave that a quick glance

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:09:51

Cameron does not want the AI getting to any closing at this point

👍 James Turner
Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:10:13

He’s wanting this to be presented as an opportunity to speed things up as to when they call actually goes forward

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:10:26

When the call….

James Turner (jturner@shield-legal.com)
2025-07-01 13:10:27

So just cover routing and screening?

James Turner (jturner@shield-legal.com)
2025-07-01 13:10:34

or JUST routing

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:10:43

That’s what it sounds like to me

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 13:10:49

he said yesterday it is just for routing and gathering basic info.

James Turner (jturner@shield-legal.com)
2025-07-01 13:10:54

Sorry if I'm doubling up, on questions that have been asked- I just wanted to verify

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 13:11:05

I kind of don't want to say it, but we can do all of this in the F9 IVR already.

Joe Santana (jsantana@shield-legal.com)
2025-07-01 13:11:06

Never apologize, James you’re being thorough and that’s what we appreciate

Ryan (ryan@themedialab.agency)
2025-07-01 13:21:26

@James Turner and @Nick Ward, thanks for getting things prepped, sent invite for tomorrow and got these meetings spread out and not overlapping each week. Look forward to hearing thoughts on ST versus F9. Might be worth to small pilots to really have "findings of testing" versus "vetting by sales, am's and feature charts". Lets discuss tomorrow.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 14:01:04

If anyone is interested, here is the total calls as we closed out June...

image.png
James Turner (jturner@shield-legal.com)
2025-07-01 14:13:40

*Thread Reply:* Just to expand on that: • 186,861 minutes spent on the phone contributed to billable leads. • DiCello Levitt recieved over 12x as much talk time, as the second highest client firm last month.

image.png
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-01 14:01:43

If anyone is interested, here is the total calls as we closed out June...

Ryan (ryan@themedialab.agency)
2025-07-01 14:04:06

Thanks @Nick Ward , good stuff

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-02 15:22:54

Ward - OOO Plan

Ward - OOO Plan
👍 James Turner
👍:skin_tone_4: Ryan
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-07-02 15:22:57

Ward - OOO Plan