Smith.ai

BACKGROUND

Introduce your business and what you do there.

I’m an IT consultant for Close to the Earth, an IT services provider for small and medium-sized businesses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish for your IT services business?

I wanted to have a phone answering service that felt personal and high-quality.

SOLUTION

Can you describe the scope of work Smith.ai handled for this project?

Smith.ai provides call answering and appointment confirmation services. The team is also responsible for making outgoing calls to confirm appointments and get my clients to answer questions I need to know the answers to without getting stuck on the phone with them.

What is the team composition?

I'm unsure of the team composition.

How did you come to work with Smith.ai?

We found Smith.ai through an online search and a referral. We chose them over other options because they had high ratings, their pricing fit our budget, they offered good value for the cost, and their company values aligned with ours.

How much have you invested with them?

We've spent less than $10,000.

What is the status of this engagement?

We started working with Smith.ai in January 2018, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Smith.ai's work has made our business seem a lot more professional. Our clients have said, "Wow, your staff is so nice!"

How did Smith.ai perform from a project management standpoint?

Smith.ai always delivers on time with anything I ask them to update. We communicate via virtual meetings and email or messaging apps.

What did you find most impressive about them?

I'm impressed by Smith.ai's friendly service and great innovations.

Are there any areas they could improve?

No, everything has been great.

BACKGROUND

Introduce your business and what you do there.

I am the owner of Stone Arch Law Office PLLC. We provide comprehensive legal services in estate planning, wills, trusts, estate and trust management, and related areas for individuals, families, and small businesses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish for Stone Arch Law Office?

We were looking for an AI chat agent to fill in the gap of a live agent on our website. Our goal was to have a chatbot that could answer basic questions about our services and help visitors schedule appointments when a live agent was unavailable.

SOLUTION

Can you describe the scope of work Smith.ai handled for your legal practice? Please include the main deliverables if you can.

We signed up for the a-la-carte chat subscription, which charges per chat. Smith.ai provided access to their chat platform, but did not assist with setup or onboarding. We were responsible for setting up the chat agent ourselves.

What is the team composition?

We were not assigned any team. I had a single online conversation with someone expecting a demo and was just asked generally "what would you like it to do" without any information on what it *could* do. I left the meeting stating that we would just have to figure it out on our own. Not a helpful call.

What is the status of this engagement?

The project began in October 2025 and is still ongoing.

RESULTS & FEEDBACK

What were the measurable outcomes from your project with Smith.ai that showed progress or success?

The main outcome was whether the chatbot worked as advertised. However, the chatbot provided very general answers that did not meet our expectations for service quality. We were unable to track specific metrics, but it was clear that clients did not like the answers they received.

I signed up for their chat agent service. I am currently in the middle of a 30 minute wait on their website using their own chat agent, I can only assume this is what my clients experience.. The service is terrible.

How would you describe Smith.ai’s project management?

There was no project management provided by Smith.ai. They did not assist with onboarding or programming, and all setup was left to us.

What did you find most impressive or unique about working with Smith.ai?

I was not impressed with Smith.ai during this engagement.

Is there anything Smith.ai could have done better or differently during the project?

They could have provided assistance with onboarding and programming the chatbot to better meet our needs.

Company Responses

The service provider responded on December 18, 2025.

Thanks for taking the time to share your experience. We’re sorry the chat product didn’t deliver the level of quality or support you expected — or that we expect from ourselves.
Your notes on onboarding, setup, and the clarity of our demo are taken seriously. Chat should be easy to configure, and your meeting shouldn’t have left you feeling on your own. The generic responses your clients received and the long wait you experienced on our website chat aren’t the standard we hold across our services, and we understand how that impacts trust.
Our chat tool is a self-serve product, however, we agree that better guidance and clearer expectations would have made a difference.
While this particular product wasn’t the right fit for your firm, your feedback is valuable and is already informing how we evaluate improvements moving forward.

BACKGROUND

Please describe your company and position.

I am the Owner of Hale Ink LLC

Describe what your company does in a single sentence.

We offer screen printing and embroidery services. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Answer calls

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Smith.ai were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Smith.ai provides virtual receptionist services for our business. Their team answers all incoming calls, manages call forwarding, and takes messages when needed. The system prioritizes sales opportunities and forwards those directly to a sales rep, while filtering out solicitations and general inquiries. They also handle customer inquiries in a professional way, giving us the ability to focus on production without worrying about missed calls.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since bringing on Smith.ai, we’ve had fewer missed calls and better organization of customer messages. Their system ensures that sales opportunities are prioritized and connected to our sales rep right away, which has helped us respond faster to potential clients. Internally, it’s freed up our team to stay focused on production without being interrupted by calls, which has improved our efficiency. Overall, the service has delivered exactly what we needed.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They've been very responsive when we've needed anything. 

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Very easy to set up and use. 

Are there any areas for improvement or something Smith.ai could have done differently?

I don't have anything to add. 

BACKGROUND

Please describe your company and position.

I am the Co-OP Project Manager of Matador Solutions

Describe what your company does in a single sentence.

Matador Solutions serves Law Firms and Medical practices with a Co-Op marketing model, focused on SEO and turnkey website management. From client acquisition to patient acquistion, we define and refine best practices for each industry. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Provide high quality call answering services to Co-Op members

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Smith.ai were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

As a Co-Op vendor partner, Smith.ai is an intake resource for law firms and medical practices across the United States and Canada. When a business needs to improve its intake process, Smith.ai services are one of the first recommendations that Co-Op project managers make. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Co-OP members report satisfaction with Smith.ai services. We have also worked on co-marketing collaborations with the Smith.ai team, to great success. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Smith.ai is always on top of deadlines and enthusiastic in their customer service. They take feedback well and ensure that we are kept up to date on new opportunities. 

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their customer service and communication are consistently good. 

Are there any areas for improvement or something Smith.ai could have done differently?

All businesses have an obligation to chase perfection, and Smith.ai demonstrates their commitment. 

BACKGROUND

Please describe your company and position.

I am the Owner/Operating Attorney of Meridian Law Office

Describe what your company does in a single sentence.

Family Law Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Answering calls for potential leads: overflow and after hours, weekends

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

The AI service answers the phones and transfers to live agents to assist with scheduling.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We hired the AI service a week ago and have already have two scheduled consultations. The AI service transfers to live agents to assist with scheduling. We have had less than stellar experiences with live answering services in the past, so were overjoyed to find that the live agents with Smith AI have been consistently professional, warm and helpful to our potential clients. So far it's been a great experience!

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We hired the AI service a week ago and have already have two scheduled consultations. The AI service transfers to live agents to assist with scheduling. We have had less than stellar experiences with live answering services in the past, so were overjoyed to find that the live agents with Smith AI have been consistently professional, warm and helpful to our potential clients. So far it's been a great experience!

What was your primary form of communication with Smith.ai?

Email or Messaging App

What did you find most impressive or unique about this company?

We hired the AI service a week ago and have already have two scheduled consultations. The AI service transfers to live agents to assist with scheduling. We have had less than stellar experiences with live answering services in the past, so were overjoyed to find that the live agents with Smith AI have been consistently professional, warm and helpful to our potential clients. So far, it's been a great experience!

Are there any areas for improvement or something Smith.ai could have done differently?

Not at this time

BACKGROUND

Please describe your company and position.

I am the Event Strategist of Devonshire - A Perfect Events Company, LLC

Describe what your company does in a single sentence.

We help families and corporations bring people together and create magical memories with  curated events.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Save me time from answering calls or having to check voicemails.
• Add a professional and live voice to interact with my callers from someone other than myself.
• Help to easily identify new clients and respond faster with the help of the text call summaries.

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work:

• Answer all incoming calls and track caller details.
• Transfer live calls as needed.
• Identify and block spam callers and provide the option to block certain sales calls.
• The key deliverables:
• Clear and concise message reporting on every call.
• 24/7 availability.
• Low or no percentage of calls going to voicemail.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

I was able to close three clients who found us on Google thanks to having a live agent answer the call v. just sending them to my voicemail.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management is excellent! They feel like an extension of our company because they always respond to my needs in a timely manner.

What was your primary form of communication with Smith.ai?

Email or Messaging App

What did you find most impressive or unique about this company?

I am impressed by their use of live agents with AI call flow assistance.

Are there any areas for improvement or something Smith.ai could have done differently?

Smith.ai is always improving!  On my end, I need to market my business more widely to generate more interested client calls for this team to answer.

BACKGROUND

Please describe your company and position.

I am the Law Practice Manager of Meade Law Group

Describe what your company does in a single sentence.

Family Law and Criminal Defense Law Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Answer the phones
• Gather information
• get the phone call to the right employee
• enter the information into our CRM

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

Smith AI was first enlisted to answer our phones after hours and then to enter the information into our CRM. After doing an excellent job, we expanded their service to include ALL incoming calls at all hours.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Smith AI sends us a weekly report of calls logged, as well as access to a dashboard. By logging incoming calls into our CRM, we were able to alleviate the workload of 2 team mates. We went from missing 4-5 phone calls a week to missing 0

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Smith AI was responsive, although I never spoke with the same person twice, an indicator that they have an excellent internal messaging system (i.e. they can track their clients) The dashboard is easy to use and their turn around time for a request is about 2 business days.

What was your primary form of communication with Smith.ai?

Email or Messaging App

What did you find most impressive or unique about this company?

Smith.ai has been incredibly professional despite cranky clients. They also capture succinct information like no other firm that we have used. They understand what information that a Criminal Defense and Family Law firm needs

Are there any areas for improvement or something Smith.ai could have done differently?

Their turnaround time for requests for changes could be faster, but I would rather have right than immediate.

BACKGROUND

Please describe your company and position.

I am the COO of View Ridge Law and Estate Planning

Describe what your company does in a single sentence.

Attorney office providing family law assistance and estate planning services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Answer the phone during work time
• Answer the phone during work non work time

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Smith.ai were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Smith AI stands out as a remarkable addition to the software landscape, sparing me from the arduous hours typically needed to learn new tools. With a minimal investment, I achieved remarkable results. Setting up the system was a breeze, and their staff was exceptionally well-trained. I was thoroughly impressed by their top-notch customer service.

Offering various plans and the option to charge per call, Smith AI caters to diverse needs. Whether you're establishing your intake team or require additional coverage, rest assured that no calls will be missed, as they ensure seamless and accurate call routing.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They answered each call. We have no missed calls.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Great customer service, it takes about 24 hrs turnaround time, but that was great for me.

What was your primary form of communication with Smith.ai?

Virtual Meeting

What did you find most impressive or unique about this company?

Consistency in training of their staff.

Are there any areas for improvement or something Smith.ai could have done differently?

Not at this time.

BACKGROUND

Please describe your company and position.

I'm an executive at The Benkabbou Law Firm, PLLC

Describe what your company does in a single sentence.

Business Law Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Handle our calls seamlessly
• Schedule Consultations

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Handle our calls and schedule consultations.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• I have been with Smith.ai for a few years now. They have been invaluable to the law firm. No matter how large the firm grows, it will always be part of my BLF family. They provide detailed call notes, include a transcription of the call, and collect all of the information we need to nurture our leads and handle client calls.
• Their customer service is super fast and always on hand to help with any issues and to help you make any changes to your firm's call policies. What I love most about them is the integration with my Microsoft Teams to accept calls and with MyCase Call Logs. As a firm that prides itself on systemized processes with the help of SaaS, Smith.ai fit perfectly right into our systemized process.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We receive an email with detailed notes of each and every call with the pertinent information our firm needs to move forward with the lead or clients.

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email
• Messaging App

What did you find most impressive or unique about this company?

Their ability to take detailed notes of the calls. Literally, the best call notes I have ever seen. I don't know how they train their employees, but they are phenomenal at providing all the details of the calls.

Are there any areas for improvement or something Smith.ai could have done differently?

None.

BACKGROUND

Please describe your company and your position there.

I am an attorney and partner in the law firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai, and what were your goals??

We receive calls through our website and internet advertising. Smith.ai answers the calls 24/7. Smith.ai answers calls and makes outgoing calls to our online inquiries. They serve as a receptionist for our law firm.

SOLUTION

How did you select this vendor and what were the deciding factors?

We interviewed several virtual receptionist and found Smith.at to be the best fit for our needs.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide call coverage 24/7. We provided them with a script to use when answer the calls. They provide both English and Spanish speaking calls which is important for our firm as 50% of our clients are Spanish speaking. We get recordings of all the calls taken, which are great tools to help with quality assurance.

Who did you work with and what was the feedback process like?

We have an account manager. If we have any problems, they are quickly resolved.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We have been able to have consultations booked after hours and even on the weekends. This has been helpful as the calling could easily move on to the next firm. By using Smith.ai we have saved money by not having to hire a staff person to answer the calls.

Describe their project management style, including communication tools and timeliness.

We typically communicate with them via email. They are very responsive.

What did you find most impressive or unique about this company?

They are able to change the script as necessary and quickly.

Are there any areas for improvement or something they could have done differently?

I think they have the process figured out. We had a few mishaps with individual employees (not giving the correct information) however the issue was addressed and correctly promptly.