Legal & personal injury · written example

Mass tort caller who does not qualify

Handling time 1:11 · Human intervention: None · Illustrative transcript, written to spec

Can AI screen out unqualified mass tort callers?

Yes, and screening out is worth as much as screening in. This caller fell outside the exposure window and had no confirmed diagnosis. The agent declined the case on the call, logged the disqualifying reason and referred out per firm policy. No unqualified callback went onto an attorney’s list.

ScenarioInbound response to a mass tort campaign spot. The caller's exposure fell outside the campaign window.

ObjectiveScreen against campaign criteria and decline politely without consuming attorney or intake time.

OutcomeScreened out — attorney time protected

Handling time1:11

Human interventionNone

Action takenDeclined against campaign criteria and referred out per firm policy

Data capturedExposure period, product used, diagnosis status, relationship to the affected person, disqualifying reason

Written toLitify — campaign lead logged with disqualification reason recorded as a structured field, not a note.

Transcript

The whole call, unedited.

ScaileAIThanks for calling about the product claim line. I'm an automated intake assistant — can I ask a few questions to see whether this is something the firm can take?

CallerSure. I saw the commercial. My mother used it for years.

ScaileAII'm sorry to hear she was affected. Roughly what years was she using it?

CallerOh, the eighties I'd say. Maybe into the early nineties.

ScaileAIThank you. And was she diagnosed with a condition her doctors connected to it?

CallerNot that they ever told us, no.

ScaileAII appreciate you explaining it. This particular case type is limited to a later window with a confirmed diagnosis, so it isn't one this firm can take on. I don't want to waste your time on a callback that won't come.

CallerOkay. I appreciate you being straight with me.

What ScaileAI did

Four things happened on this call.

Asked the disqualifying question third, before investing time in detail that would not matter.
Told the caller directly that the firm could not take the case, rather than promising a callback.
Recorded the specific reason, so the firm can see which criterion is rejecting the most volume.
Kept the tone respectful to someone describing a family illness.

Why it matters

The commercial consequence.

Screening is where mass tort campaigns leak money, and the leak runs both ways. Unqualified callers consume intake staff who should be signing qualified ones. A slow no also damages the firm's standing with people who are already unwell or grieving. The coded disqualification reasons do something a callback never would: they tell the marketing team which criterion is rejecting the most volume. That is a media-buying decision most firms never get to see.

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