Kingsley Szamet
Employment Law
How Kingsley Szamet reclaimed half their intake team's time with Sophia
About Kingsley Szamet
Kingsley Szamet is a California employment law firm whose clients often reach out in moments of distress. The intake team handled calls and forms during business hours, but after-hours and weekend inquiries went unanswered. The firm partnered with Superpanel to build Sophia, a digital intake co-worker running across phone and SMS.
The Challenge
After-hours and weekend inquiries went unanswered
Traditional answering service cost north of $60,000 a year, with no web form handling
Call-center reps lacked employment law expertise, requiring constant correction
Managing the service consumed 45 to 50% of the intake team's time
Results with Superpanel
Efficiency
Half the intake team's time reclaimed
45 to 50% of intake-team time freed from directing an external answering service
Reclaimed time redirected to deeper qualification and richer client conversations
"The issue is, you spent too much time directing them and instructing them consistently. We had to provide a lot of guidance and instructions and spend a lot of time trying to correct along the way."
"There's this idea of really listening to the customer and trying to customize the product to each practice, because everybody does it a little bit differently. That's something very, very unique about Superpanel."
Capability
A digital co-worker, not a call center
Multi-channel engagement across phone, SMS, and immediate web form follow-up
Pre-retainer document collection and real-time live transfers when leads qualify
Pricing aligned to hard outcomes (retainers signed)
Adoption
98% of callers stay with Sophia
Only 1 to 2% of callers ask to be transferred to a human
Clients engage over multi-day conversations spanning calls, SMS, email, and documents
"I was really worried that it was going to be a disaster. I took the leap of faith. And it went off very smoothly."
"We want to make sure that phones are being attended to immediately, and people aren't waiting around. Superpanel has been helping us move a lot more quickly."
Client experience
Faster response, less waiting
Immediate coverage across phone, SMS, and web forms, including evenings and weekends
Reduced wait times for clients reaching out in distress
