Law firm growth creates a difficult operational challenge: every new case brings more calls, follow-ups, administrative work, and pressure on the people serving clients. Jay speaks with Matt McCarren of HelloCounsel.ai about how AI voice agents can help firms scale without sacrificing responsiveness or continually adding staff. Drawing on his experience building the operations of a multistate law firm, Matt explains how AI can answer overflow calls, route clients, complete intakes, update case files, pursue medical records, and handle repetitive outbound tasks within a firm’s existing technology. The conversation also examines where human empathy remains essential, why voicemail represents lost opportunities, and how legal technology may consolidate in the years ahead. The firms that thrive will use AI not simply to reduce work, but to build faster, more consistent, and more client-focused operations.
Key Topics
02:18 – How Matt’s experience learning every operational role helped him build scalable systems for a multistate law firm.
06:31 – Why HelloCounsel.ai works within a firm’s existing technology to automate low-value calls without adding another platform.
08:48 – How AI voice agents can identify callers, retrieve case information, route clients, document conversations, and escalate urgent concerns.
11:19 – Why growing firms struggle with receptionist and intake turnover, and how AI can scale call capacity without constant hiring and retraining.
12:41 – How replacing voicemail with immediate AI assistance can improve the client experience and recover potential cases that firms would otherwise miss.
16:15 – How firms can create customized call procedures and use AI for overflow coverage, after-hours intake, lead qualification, and contract delivery.
19:16 – How an AI agent completed more than half of 83 delayed medical-record tasks during its first week with an Alabama law firm.
22:15 – Why outbound AI agents can make simultaneous calls, research missing information, follow escalation rules, and document every action in the case file.
26:46 – Where AI may create the greatest operational advantages for high-volume, mass-tort, and rapidly growing law firms.
31:24 - Tune into The Golden Rapid Fire Questions
Resources Mentioned
Technology
Books
Good to Great – Jim Collins – https://a.co/d/0hN3X4rW
The Serendipity Mindset – Christian Busch – https://a.co/d/0epG2EuW
Podcasts
The School of Greatness – Lewis Howes –https://podcasts.apple.com/us/podcast/the-school-of-greatness/id596047499
About our Guest:
Matt McCarren is the Director of Partnerships at HelloCounsel, where he helps law firms connect with innovative legal solutions that improve efficiency, strengthen operations, and support sustainable growth. He works closely with attorneys, legal technology providers, and industry leaders to build strategic partnerships that deliver real value to law firms.
Known for his collaborative approach and deep understanding of the legal industry, Matt is passionate about helping firms embrace innovation while staying focused on exceptional client service. He frequently works with law firm owners and legal professionals to identify opportunities for growth, streamline operations, and leverage technology to solve everyday challenges.
Through his work at HelloCounsel, Matt has become a trusted resource for firms looking to modernize their practice, build stronger partnerships, and position themselves for long-term success.
HelloCounsel.ai (AI voice agents for law firms) –https://www.hellocounsel.ai/
About Jay Berkowitz:
Jay Berkowitz is a best-selling author and popular keynote speaker. Mr. Berkowitz managed marketing departments at: Coca-Cola, Sprint and McDonald's Restaurants, and he is the Founder and CEO ofTen Golden Rules, a digital marketing agency specialized in working with attorneys.
Mr. Berkowitz is the author of Advanced Internet Marketing for Law Firms, The Ten Golden Rules of Online Marketing and 10 Free Internet Marketing Strategies that went to #1 on Amazon. He is the host of the Ten Golden Rules of Internet Marketing Webinar and Podcast. He has been profiled by the Wall Street Journal, The Business Journals and FOX Business TV.
Mr. Berkowitz was selected for membership as a TITAN for Elite Digital Marketing Agencies, he is the recipient of a SOFIE Award for Most Effective use of Emerging Media, and a Special BERNAY’s Award.
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