Legal & personal injury · written example

Spanish-language intake on the same number

Handling time 1:28 · Human intervention: None · Illustrative transcript, written to spec

Can an AI call center handle Spanish-language calls?

Yes, on the same number, with no transfer and no callback queue. The caller switched to Spanish four seconds in and the agent switched with them. Everything after that ran in Spanish: accident facts, treatment, police report, appointment booking. The confirmation SMS went out in Spanish as well.

ScenarioInbound call to the firm's main intake number. The caller switched to Spanish four seconds in.

ObjectiveHandle the entire intake in the caller's language without a transfer, a callback queue, or a separate number.

OutcomeQualified — appointment set

Handling time1:28

Human interventionNone

Action takenConsultation booked for 9:30 AM with a Spanish-speaking intake specialist, confirmation sent in Spanish

Data capturedAccident date, vehicle type, injury and treatment, police report number, language preference

Written toLitify — new intake with language preference set to Spanish, which routes all downstream contact accordingly.

Transcript

The whole call, unedited.

ScaileAIThank you for calling Pro Legal Group, this is the intake line.

Caller¿Hablan español?

ScaileAISí, por supuesto. Soy un asistente automatizado de admisión. ¿Estuvo usted en un accidente?

CallerSí, el sábado. Un camión me chocó por detrás en la autopista.

ScaileAILo siento mucho. ¿Ha recibido atención médica desde el accidente?

CallerFui a la clínica el domingo. Me duele el cuello y la espalda.

ScaileAIEntiendo. ¿Vino la policía y se hizo un reporte?

CallerSí, tengo el número del reporte aquí.

ScaileAIPerfecto. Puedo agendarle una consulta mañana a las 9:30 con un especialista que habla español. ¿Le funciona?

CallerSí, muy bien. Gracias.

What ScaileAI did

Four things happened on this call.

Detected the language change mid-greeting and switched without being asked.
Completed the full qualification in Spanish rather than collecting a name and promising a callback.
Set the language preference as a field, so every later SMS and call follows it.
Booked with a Spanish-speaking human rather than a general queue.

Why it matters

The commercial consequence.

For firms buying Spanish-language media this is frequently the largest single source of recoverable intake leakage. It is also close to invisible in reporting. The calls arrive, the intake team cannot serve them, and the outcome gets logged as a hang-up rather than as a language failure. Handling it on the same number removes the routing problem outright.

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