Smith.ai

BACKGROUND

Please describe your company and position.

 I am the Paralegal of a legal company 

Describe what your company does in a single sentence.

We are an estate planning law firm. 

OPPORTUNITY / CHALLENGE

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

• To answer our phones

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

High ratings

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 AI receptionist and call-handling support for our office. The scope of work includes answering incoming calls, identifying the reason for the call, collecting and documenting caller information, answering common questions, and routing or escalating calls when necessary. Key deliverables include consistent and professional call answering, accurate intake of caller information, call screening and routing, message-taking, and timely notifications regarding important or urgent calls. The service also helps reduce missed calls and interruptions for our staff while ensuring callers receive a professional experience.

RESULTS & FEEDBACK

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

The main measurable outcomes have been a reduction in missed calls and interruptions to staff, faster response times for incoming callers, and more consistent collection of caller information. Smith.ai has also helped ensure that calls are handled even when staff are unavailable, allowing our team to stay focused on clients and other time-sensitive work. Overall, the service has improved call coverage, efficiency, and the consistency of our client intake process.

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

Smith.ai has been very responsive and easy to work with. Implementation and ongoing deliverables have been handled in a timely manner, and the team has been receptive to our needs and feedback. When we’ve needed adjustments to call handling or our preferences, they have been willing to make changes and help ensure the service works well for our office. Overall, communication has been consistent and the project has been well managed.

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?

What impressed me most about Smith.ai is how seamlessly the AI receptionist fits into our day-to-day operations. It provides a professional and consistent experience for callers while reducing interruptions for our staff. I also appreciate how customizable the service is and how easily it can be adapted to our specific business needs. It feels like having reliable support available without needing to constantly manage it ourselves.

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

Overall, we’ve been very happy with Smith.ai. One area for improvement would be continuing to make the AI’s responses and call handling as natural and personalized as possible, particularly for more complex or unexpected questions. Additional customization options and even more flexibility around call routing and workflows would also be helpful. That said, the service has worked well for our needs overall.

BACKGROUND

Please describe your company and position.

I am the Attorney of Andrew M. Ayers, P.C.

Describe what your company does in a single sentence.

Estate planning and small business law firm

OPPORTUNITY / CHALLENGE

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

• Telephone Answering
• Online chat with prospective clients

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
• Company values aligned

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

They provide intake and phone answering for my office. All of my incoming phone calls are routed through them.

RESULTS & FEEDBACK

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

Every call into my firm is answered by a human being. I no longer lose prospects to voicemail while I'm in a meeting, and I no longer interrupt client work to check whether a ringing phone is a new matter or someone selling me copier toner. The screening is the underrated part, when a message reaches me, it's someone worth calling back, so my callback time actually converts.

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

It runs without me having to manage it, which is the point. When I've needed to change the intake script or adjust how calls get routed, I send the request and it gets handled. Their team has been responsive every time I've reached out.

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

Virtual Meeting

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

The receptionists sound like they work for me. Clients regularly assume they've reached someone down the hall from my office, and they're often surprised to learn otherwise. For a solo firm, that perception matters, it makes a one-person practice feel like an established one, which is exactly the impression I want a prospective estate planning client to have on their first contact.

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

The challenge we had in set up is managing the various time zones for callers as my practice spans different time zones. It's partially a function of the calendar application I use, but we eventually have it figured out.

BACKGROUND

Please describe your company and position.

I am the Owner of LifePlan Legal AZ

Describe what your company does in a single sentence.

Law Firm - estate planning and probate

OPPORTUNITY / CHALLENGE

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

• Reduce missed calls — Make sure prospective and existing client calls are answered, including during busy periods, after hours, and on weekends.
• Reduce interruptions for our staff — Screen marketing, vendor, and other unnecessary calls so our team can stay focused on client work.
• Improve our new-client intake — Provide a professional first point of contact and make sure potential clients are captured and routed appropriately

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• Pricing fit our budget
• Good value for cost

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

They have a team to answer calls

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

Smith.ai provides virtual receptionist and call-answering services for our law firm. They answer incoming calls when our staff is unavailable, provide overflow coverage during busy periods, and handle calls after hours and on weekends. Their team follows our customized call-handling instructions, screens marketing and vendor calls, gathers information from prospective clients, routes calls appropriately, and sends our team information about each call. The primary deliverable is consistent, professional phone coverage that allows our staff to focus on client work while making sure important calls are not missed.

RESULTS & FEEDBACK

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

The clearest measure of success is that we have continued using Smith.ai for nearly seven years as our firm has grown. When we first started, I estimated that their service saved me approximately 6–8 hours in just the first two weeks by screening unnecessary calls and reducing interruptions. Since then, Smith.ai has allowed us to maintain coverage during busy periods, after hours, and on weekends without adding internal staff solely for phone coverage. We have significantly reduced the number of calls that go unanswered while allowing our team to spend more time focused on clients and legal work.

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

Smith.ai has been very responsive to our needs. When we need to update call instructions, change how certain calls are handled, or make other adjustments, their team is easy to reach and quick to implement the changes. The service itself has also been very dependable. Calls are answered consistently, notifications and call information are delivered promptly, and we have been able to rely on them for nearly seven years without having to spend a lot of time managing the relationship.

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?

What impresses me most is how well Smith.ai functions as an extension of our own team. Their receptionists aren't simply taking messages—they follow our instructions, screen calls, gather information, and help make sure callers get to the right place. I also appreciate how consistently reliable they have been. After nearly seven years, I don't spend much time thinking about whether our phones are covered. I know they are, and that peace of mind is probably what I value most.

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

There is very little I would change. With any outsourced receptionist service, there are occasionally situations where a call might have been handled a little differently if someone inside our office had answered it. However, Smith.ai gives us a lot of control over our instructions, and we have been able to refine those over time. When we do need something changed, they are responsive and easy to work with.

UPDATED REVIEW

This review was published on May 6, 2020
Jake Carlson
Owner, LifePlan Legal AZLegal

Gilbert, Arizona

1-10

Mar 2020 - Ongoing

Less than $10,000

Verified
Project summary
Smith.ai provided outsourced phone support and receptionist work for a law firm. Their team was trained on the firm's needs before answering calls in a professional manner. 

Feedback summary
Smith.ai has been invaluable in growing the business. Their staff is responsive and helpful. They know the business needs, although scheduling for time zones was a bit difficult. However, the cost was excellent.
BACKGROUND

Please describe your company and your position there.

We are a law firm serving East Valley AZ with services of Estate Planning, Elder Law and Probate

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

We hired Smith.ai to be our outsourced phones to help handle the influx of vendor calls

What were your goals for this project?

Spend less time with vendors, advertisers and marketers and more time focused on our clients

SOLUTION

How did you select this vendor?

I was referred by another attorney that was happy with their services.

Describe the project in detail.

When the phone is answered live we have a much better chance of getting an appointment. To hire a receptionist in house would have been $2500-$3500 a month. For a small fraction of that cost we were able to get Smith.ai to professionally handle the calls and allow us to focus on serving our clients

What was the team composition?

They have a staff that answers the calls quickly upon the incoming ring. Each staff member is trained on my specific practice and firm needs

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

As a growing small business, I was getting so many marketing calls, advertising calls, vendor calls. It took away from my ability to focus on my legal work. Finding Smith.ai was super valuable. I used the free trial and estimate I saved 6-8 hours of time in 2 weeks. The system is so easy to use and the staff very responsive and helpful.

How effective was the workflow between your team and theirs?

In the beginning we had some challenges with time zone conversion. I think we may have gotten it solved and working much better.

What did you find most impressive about this company?

They reach out and work directly with me, they know my needs and try to resolve problems directly

Are there any areas for improvement?

They have struggled with time zone adjustments. I am in AZ and getting the scheduled calls for my time zone was an initial challenge.
Overall rating:    
I am pleased with Smith.ai. My only hiccup was the time zone challenge.

Quality:    
They do good work, we had some time zone conversion problems initially to deal with

Cost:    
Terrific- I like their flat fee versus per minute structure

Schedule:    
Super easy

Willing to refer:    
Already have

BACKGROUND

Please describe your company and position.

I am the Office Manager of a personal injury law firm.

Describe what your company does in a single sentence.

We are a personal injury law firm that represents individuals who have been injured due to accidents or negligence. Our services include handling auto accident claims, injury cases, insurance matters, and helping clients navigate the legal process from start to finish.

OPPORTUNITY / CHALLENGE

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

• Reduce missed calls and make sure potential clients can reach someone when our staff is unavailable.
• Improve the caller experience by providing professional, consistent call handling and accurate message-taking.

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• Pricing fit our budget
• 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.

Smith.ai handles our incoming calls when our staff is unavailable or assisting other clients. Their team answers calls professionally, gathers caller information, takes detailed messages, and helps ensure potential and existing clients are directed appropriately. Key deliverables include reliable call coverage, accurate message-taking, and timely communication back to our team.

RESULTS & FEEDBACK

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

We’ve seen fewer missed calls, faster follow-up with potential clients, and more consistent call coverage during busy periods. Smith.ai has also helped our team spend less time answering routine calls and more time focused on clients and case work.

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

Their project management has been reliable and responsive. They consistently provide timely call coverage and communicate information back to our team quickly. When we’ve had questions or needed adjustments, they’ve been responsive and willing to accommodate our needs.

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

Virtual Meeting

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

What impressed us most is how professional and seamless their service feels. Their team handles our callers with care and consistency, almost like an extension of our own office.

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

Overall, we’ve had a positive experience. One area for improvement would be continuing to refine call handling instructions so that each call is handled as closely as possible to how our in-house team would manage it.

BACKGROUND

Please describe your company and position.

I am the Director of Client Services of a law firm

Describe what your company does in a single sentence.

We are a plaintiff side civil rights employment law firm specializing in women's rights, but not exclusively so

OPPORTUNITY / CHALLENGE

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

• Capture calls outside of business hours
• Answer the phones while still being able to do other things

SOLUTION

How did you find Smith.ai?

Claude.ai

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• staff incredibly friendly

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.

It's not so much a project as much as it's just our every day operations. We needed help, but didn't know how much help. We're fully aware now how much Smith.ai has done for us.

RESULTS & FEEDBACK

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

We're capturing double the leads we previously were which also means we're taking on more clients and our LCRs have improved significantly.

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

The team was ALWAYS available and responded to me right away. Every time I needed anything, they had an answer and delivered. I have no complaints!

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

Virtual Meeting

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

They actually care about what improvements would be better for their clients. That's HUGE!!!!!! It also aligns with the type of business we are - while vastly different, we care deeply for our clients and it's nice to see Smith.ai seems to be exactly the same in that sense.

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

Honestly no! I can't think of anything that they cannot do.

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