One wrong answer can become a liability
An agent who gives wrong case information or misses a deadline creates legal and financial exposure, not just a complaint. Keeping every call accurate takes visibility review can't give.
Legal
Every client conversation, handled to the standard you set.
Most legal operations review a handful of calls a month and assume the rest. SystemsX analyses 100% of client interactions, every call, every agent, automatically, so accuracy, confidentiality and service standards are evidenced, not assumed.
Large law firm groups & multi-site practices
High-volume claims operations
Conveyancing at scale
HR legal advisory & employment law services
Confidentiality rests on calls you never hear
Agents move between cases and clients all day, and most calls are never reviewed. Proving information-governance protocols are followed needs evidence of how calls go, not training logs.
Instructions are won or lost in the first call
A prospect asking about an injury claim or conveyancing matter is usually calling several firms. The first call's clarity decides who wins the work, yet intake teams rarely see who converts.
Case update calls bury your team
Failing to keep clients informed is a leading source of legal complaints. Conveyancing and claims drive huge volumes of update calls — each a service obligation and a risk if mishandled.
Vulnerable clients must be recognised every time
An injured claimant, an unsafe-housing tenant, someone facing redundancy, many callers are in distress. Agents on dozens of calls a day must spot the signals, which training can't ensure.
Scripts only protect you if they're followed
Claims handling is process-driven: a missed step can invalidate a claim. With large teams and high turnover, spot-checks can't confirm adherence across every call.
How SystemsX helps
Visibility, accuracy and capacity for legal contact operations.
Four products, each complete on its own, working as one loop: measure every conversation, understand every client, give every agent the same approved answer, and automate the routine, smart alone, powerful together.
Full visibility across every client conversation
Sense scores every client interaction against criteria you define, Metrics, Compliance rules, Tags and Categories, with QA, Compliance, Empathy and Behaviour in one CXS. In legal that means information accuracy, process adherence and sensitive-information handling.
- Script and process adherence checked on every claims call, not a sample
- Configurable Compliance rules flag mishandled sensitive information
- Empathy and vulnerability handling scored on every conversation
- Automated summaries keep case records accurate and consistent
Client context that never reaches the file, captured
Every interaction holds detail that rarely reaches the case file usably, stated concerns, urgency, volunteered circumstances. Intelligence captures and structures it automatically, enriching case records and surfacing which intake enquiries are likeliest to instruct.
- Client concerns, urgency and expectations captured in structured form
- Case records and CRM enriched automatically after every interaction
- Intake teams see which enquiries are most likely to instruct
Accurate information across complex, changing requirements
Legislation, case law and client policies change constantly. Knowledge holds it all in governed Main, Storage and External libraries, private, never a public LLM. Client-specific structures keep each account separate, and approved answers surface in context during a live call.
- Main, Storage and External libraries, maintained centrally
- Client-specific structures for multi-account HR advisory work
- Approved answers surfaced inside case management and CRM workflows
- Private and governed, your knowledge never trains public models
Free qualified staff for the conversations that need judgement
AI Agents handle enquiry intake, status queries, scheduling, document requests and routine updates across every channel. Each is configured to your operation and answers only from your governed Knowledge, and every conversation is scored by Sense as a human one is.
- Intake, status queries, scheduling and document requests handled automatically
- Configured per operation: Personality, Briefing, Flow, Guardrails
- Answers drawn only from your approved Knowledge base
- Every AI-handled call scored by Sense like a human call
100%
of interactions analysed
Every call, chat and email scored automatically, not a monthly sample.
55%
of supervisor hours saved per week
Manual downloading, listening and scoring removed from the weekly routine.
85%
improvement in quality call scores
The uplift when coaching is built on every call rather than instinct.
300+
team members on one platform
Across contact centres, customer service, operations and L&D.
Frequently asked questions
The SRA, the Bar Standards Board, the ABA and state bars, the Law Society of Ontario and equivalent bodies in other markets regulate your organisation, not your software, and not us. SystemsX is not regulated by or certified against these bodies. What the platform does is help you evidence the standards they expect: every client interaction is analysed and scored against compliance rules you define, so when you need to demonstrate how client-facing standards are maintained, you have a complete record across 100% of conversations rather than a sample and an assumption.
Conversations, client profiles and knowledge live in a private, governed system with role-based access control, analysing a conversation never means exposing it. Nothing your clients say is used to train public AI models, and your content is never shared outside your environment. Confidentiality and privilege obligations remain yours to manage as a firm; the platform is built so that meeting them at contact-centre scale becomes evidenceable rather than aspirational.
No. SystemsX is private AI: your interactions, profiles and knowledge stay within your own governed environment and never become training data for public or consumer models. The platform is also AI-agnostic, the underlying models can change over time, but your data stays yours and the system you've configured remains.
Yes. Knowledge integrates with case management and CRM platforms so approved answers surface in context during a live conversation, and Intelligence writes structured client insight back to the record. Sense ingests your call, chat and email interactions from your existing telephony and channel stack, there's no requirement to replace the systems your matters already run on.
That's exactly what the configuration framework is for. Metrics, Compliance rules, Tags, Categories, Behaviour and Flags are defined per business, so Sense scores calls against your scripts, your question order and your mandatory disclosures, on every call, across every agent. New starters and high-turnover teams get the same systematic check as your most experienced handlers.
It's about removing the drudgery that stops them improving. Today, oversight means managers downloading and listening to a handful of calls; most agents get little or no feedback. With every conversation scored, coaching is built on evidence rather than instinct, every agent receives feedback, not just those flagged as low performers, and supervisors spend their time coaching instead of listening back.
Legal
See what 100% visibility looks like across your client conversations.
A 30-minute walkthrough with a specialist, shaped around your intake, claims or client-service operation, see the platform on real workflows, with no commitment and no pricing pressure.