Case Study
An Operating Platform for a Multi-Line Professional Services Firm
A professional services firm operating two specialized service lines needed an end-to-end intake, qualification, and routing platform across both. We built one -- bilingual agents on WhatsApp and voice, cross-service detection, agent-to-agent transfer with context, and CRM nurture, all on shared data. 80% of inbound now handled without human intervention.
Industry
Professional Services
Service Lines
2 Specializations
Timeline
2 Months
Languages
Bilingual
The Challenge
The firm ran two distinct service lines with a shared team. Staff spent excessive time answering repetitive questions about documents, processes, and requirements. Bilingual professionals fluent in both service areas were difficult to find and retain. Document sharing was entirely manual, creating delays. No automated lead qualification existed, and when team members were unavailable, business opportunities were simply missed.
This pattern is common across professional services: real estate brokerages managing both buyer and seller inquiries through the same team, CPA firms handling tax preparation and advisory services with shared staff, and insurance agencies juggling multiple product lines. The underlying problem is the same: specialized expertise bottlenecked by manual intake processes.
What We Built
We deployed two dedicated AI agents, one for each service line, operating across both WhatsApp and voice channels. The system included:
Bilingual support with native-level language capability across both platforms. Intelligent cross-service detection that identifies when a client needs the alternate service line. Agent-to-agent transfer with full context preservation. Automated lead qualification with real-time team availability checking. Internal notification system for escalations requiring human attention. CRM integration with automated nurturing workflows.
Cross-service routing
New inbound message
WhatsApp or voice channel. EN or ES detected automatically.
Agent A handles
Bilingual qualification, document collection, CRM nurture.
Cross-service detected
Need also matches Line B. Transfer with full context.
Agent B handles
Bilingual qualification, document collection, CRM nurture.
Internal escalation
Live availability check; route to right human or notify team.
Sample bilingual handoff
Cross-service detection in action
Live transcript
Inbound, English
Agent A, cross-service detected
Transfer with context. ~6s end-to-end.
Results
The impact was immediate and measurable:
Response time dropped from hours to under 1 minute. 70% of repetitive tasks fully automated. 15+ hours per week returned to the team for high-value work. 80% lead qualification accuracy without human intervention. 92% cross-service detection rate for clients needing both service lines. 95% transfer success rate between AI agents with full context.
The client noted the system "handles probably 80% of what comes in without us lifting a finger," successfully managing language nuances and distinguishing between service types automatically.
Why This Matters
Professional services firms, whether they operate in real estate, accounting, insurance, or legal services, share a common constraint: specialized expertise that does not scale linearly with demand. AI intake and qualification systems break that constraint by handling the high-volume, repetitive work while routing complex cases to the right human at the right time.
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