How Morgan & Morgan Scaled Empathy with AI-Supported Legal Intake

August 6, 2026

Partner Stories

I do believe in fate, God, whatever it is you believe that leads you places. One of my first couple of days here, I was shadowing an agent and just listening to calls and we received a horrific call of a child, who was left in a daycare van unfortunately and passed away. The emotion that this poor woman was going through on the phone, she deserves to hold someone accountable for what's happened and and we are gonna be the firm to do that. That all clicked for me And that was my moment where I said, this is where I belong, and I'm going to do everything I can here to fight for these people every day. Obviously, no one calls in happy. A lot of times, they're having the worst day of their life. Either they were involved in an accident or even worse, they may have lost a daughter in a car accident today. Talking to someone like that, it's gonna be emotionally draining, but we need to meet them and guide them now through that that start to justice. Morgan and Morgan is America's largest injury law firm. We have over one thousand attorneys. We have eleven hundred intake agents. We take about two point six million phone calls a year. We'll take another five hundred thousand chats or so. We make a million outbound calls. A lot of companies have out of the box solutions, but that's not gonna work for us because we are very unique in what we do. I really wanted to find my unicorn. Then I came upon Laivly. Phase one after we all collaborated was, let's transcribe the call and let's create that description of incident for our agent. It then inputs directly into Salesforce, which is our system that we use, and the agent, they don't have to do anything. They can just listen to the caller and click the boxes. Their description incident will look almost identical from a format perspective with the details necessary to be sure we are getting the right understanding of the case. It's given us back five minutes of handle time, which is gigantic. The attorneys love it because they're getting consistency. Especially our new hires, when they hear, wait, you guys had to type this all out before? And you guys had to fill out a description of incident on your own with Sidd. They're ecstatic about Sidd. It's been an amazing partnership, honestly. It just feels like they're part of our team. It's making our people be more human and allowing the processes to become more automated. It's really hard to do all of that and show compassion and empathy and love. We're here. We're for the people. And that is our mission.

At a Glance

Empowered Agents: Sidd frees Morgan & Morgan intake agents to focus on people—not paperwork—during high-emotion calls.
Measurable Gains: With Sidd, handle time dropped by up to 6 minutes and after-call work by up to 56%.
Consistent Quality: Attorneys now receive clear, standardized case summaries that support better legal decisions.
High Satisfaction: Agents average 90% satisfaction with Sidd’s summaries—especially new hires ramping into tough roles.
Trusted Partnership: Laivly works side by side with Morgan & Morgan to tailor solutions to reflect real-world empathy and need.

When every call is a crisis, presence matters.

Morgan & Morgan, the largest injury law firm in America, receives 2.6 million+ calls annually, many from people experiencing trauma, loss, or fear. With 1,100+ intake agents fielding both information and emotions, the firm faces a unique challenge: scaling empathy without sacrificing efficiency.

The Challenge: Balancing Urgency with Empathy at Scale

Every call is the beginning of a client’s pursuit of justice. But intake agents were being pulled in multiple directions—trying to listen deeply, console distressed callers, and document complex case details—all at the same time.

“We’ve had people call from ambulances, from accident scenes. These are the worst days of their lives. Our agents have to be steady, empathetic, and fast.” — Angie Flury, Chief Call Center Officer

Many agents carry these stories with them long after the call ends, and without the right tools, emotional fatigue becomes part of the job. That tension between compassion and productivity created burnout, inconsistencies, and longer case intake times—until Morgan & Morgan partnered with Laivly.

Enter Sidd: AI That Listens So Agents Can, Too

Together with Laivly, the Morgan & Morgan team deployed Sidd as an intelligent workflow assistant to shoulder the heavy lifting of manual documentation during calls.

Sidd helps agents focus by:

Live Transcription

Gives agents in-the-moment transcription and real-time call summaries to stay on track

Automated Case Notes

Ensure auto-generated Description of Incident (DOI) summaries are properly formatted and consistent

Inputs into Salesforce

Eliminates manual data entry for improved handle time and more consistent documentation

Less Manual Notetaking

Allows agents to stay present while still delivering clear, consistent case summaries for attorneys

With Sidd, agents no longer have to type full summaries or juggle multiple systems mid-call. Instead, they can focus on being present for the person on the line. “Now all they have to do is click the boxes. The description writes itself,” explains Flury.

The Impact: Faster Calls, Deeper Empathy, Stronger Outcomes

Since launching Sidd, Morgan & Morgan has seen powerful, measurable improvements.

Up to 6 Minutes Saved in Average Handle Time.

Average handle time has been reduced by up to 6 minutes per call, a major gain for both agent capacity and client response time.

56% Less Time Spent on After-Call Work.

After-call work (ACW) was reduced by up to 56% per case. That means agents can reset faster and serve more clients with less fatigue.

Agents Report 90% Satisfaction with Sidd’s Summaries.

Agents are satisfied with Sidd’s DOI summaries 90% of the time. This is especially useful among new hires, who ramp faster and feel more confident.

“When new hires find out we used to do this manually, they’re shocked. Sidd changes everything,” says Ashley Castano, Director, Service Delivery.

Attorneys benefit, too: they now receive clear, consistent case summaries that improve review accuracy and reduce back-and-forth.

A Partnership that Feels Like Teamwork

From the start, Laivly didn’t just deploy a solution and leave. Laivly joined the mission. Product experts sat side by side with agents on the call center floor, observing, iterating, and refining based on real-world workflows and embedding empathy right into the design.

“The Laivly team literally sat next to our agents during launches. It feels like they’re part of our team.”

Angie Flury, Chief Call Center Officer

Automation for the People

Morgan & Morgan’s motto is “For the People”—and with Sidd, their own people are now better able to serve those in crisis. This isn’t automation that removes humans from the equation. It’s automation that helps humans be more human.

Notes David Hanley, Senior Director, Service Delivery: “We start each client’s journey to justice. That’s what our agents do. Sidd just lets them focus on that.”