Pathway Law, a California-based personal injury firm specializing in automobile accidents, has grown from a single-state operation to serving clients across seven states and four time zones. Unlike larger firms, Pathway prioritizes one-to-one engagement and comprehensive legal guidance. Yet rapid expansion brought a familiar challenge: rising demand and a broader geographic reach quickly outpaced traditional staffing, creating bottlenecks in client intake and slowing conversions. With high volumes of inquiries, the firm needed a faster, more reliable way to engage potential clients, capture critical intake information, and pre-qualify leads.

Pathway also required deep integration with its case management system—especially Salesforce—so that every interaction, summary, and outcome could be automatically recorded and reportable. Flexibility in the client experience was crucial: voice cadence, tone, formality, and language detection had to accommodate a diverse population, including many Spanish speakers. To address staffing constraints and ensure 24/7 responsiveness, the firm explored AI agents to handle inquiries, answer common questions, take messages, and assist in signing retainers. That's when they found ConnexAI.

Boosting Pathway Law's Conversions by 30% with Agentic AI

Thanks to ConnexAI, Pathway Law dramatically increased its client intake and growth strategy, transforming bottlenecks into a seamless, high-converting process. AI Agents powered by Athena now manage early outreach, light pre-qualification, and appointment scheduling.

"Since the implementation of ConnexAI, we've already increased our net conversion rate by 30%. Our interactions have gone up tenfold," highlights Mychal Labello, Chief Technology Officer at Pathway Law.

By engaging potential clients immediately and capturing essential information before cases reach attorneys, the firm reduced lead drop-off and accelerated the path from inquiry to retained client. AI agents now deliver consistent, brand-aligned interactions across multiple time zones, with customizable tone, cadence, and formality, while automatic language detection allows effortless switching between English and Spanish.

"I don't think I've seen a platform that allows you to modify as many variables as the ConnexAI Agent has, whether you want it to talk faster, slower, more formal, or more casual..." says Labello.

Pathway was also able to automate their call summaries and outcomes by integrating Athena's AI Quality modules with Salesforce and other case management systems, resulting in AI-generated summaries after each interaction and proactive oversight.

Additionally, automating front-end interactions preserved conversation context, improving client trust and satisfaction, while attorneys received richer, pre-qualified case files for faster resolution. AI-driven workflows, analytics, and call auditing provide Pathway Law with consistent quality, compliance, and management visibility.