How an attorney in Eberswalde stopped losing clients to gaps in coverage.
Kirsten Höner-March · Specialist Attorney, Employment & Social Law · Eberswalde, Brandenburg
The Problem
Kirsten Höner-March runs a solo law practice in Eberswalde, specializing in employment and social law. She has a human assistant who handles the phone during office hours — but office hours only cover about 22 hours a week. Monday through Thursday mornings, plus Tuesday afternoons. The rest of the time, the line goes unanswered.
Her clients typically call in crisis — they’ve just been terminated, denied disability benefits, or received a legal notice they don’t understand. For them, reaching a lawyer isn’t a convenience. It’s urgent. But crises don’t wait for office hours. And even during office hours, life gets in the way: the assistant is on vacation, calls in sick, steps out for lunch, or is already on another call.
People in legal distress don’t leave voicemails — they call the next name on Google. Every gap in coverage is a potential mandate lost.
The Solution
Kirsten and her human assistant personally trained an AI assistant to handle calls exactly the way they would. Together they defined the tone, the escalation logic, and a 4-level classification system that distinguishes a wrongful termination case from a sales call — something no external secretary service could do.
Now the assistant takes over seamlessly whenever life gets in the way: evenings, weekends, holidays, sick days, lunch breaks, or when the human assistant is already on another call. It classifies every caller, books qualified consultations directly into Kirsten’s calendar, collects case details for priority callbacks, and dismisses sales calls politely. If it can’t confidently classify a caller, it escalates to Kirsten directly rather than guessing.
The result: Kirsten’s practice is always reachable, her calendar fills with qualified consultations, and neither she nor her assistant has to choose between the phone and the person in front of them.
Custom Escalation Rules
Level A — Immediate appointment: Caller describes a current employment dispute, termination, or benefits denial with clear legal need → assistant books the next available consultation slot
Level B — Priority callback: Caller has a legal question within scope but no acute crisis → assistant collects case details and schedules a callback window
Level C — Information & triage: Caller’s issue is unclear or may fall outside specialization → assistant gathers information and flags for Kirsten’s review
Level D — No action: Sales calls, wrong numbers, or matters outside scope → handled politely, no appointment, no escalation
Kirsten’s situation is common across Germany: tens of thousands of solo practitioners and small firms have good teams but limited hours. Their clients are often in crisis — legal, medical, financial — and a missed call isn’t just lost revenue, it’s someone who needed help and didn’t get it. An AI assistant doesn’t replace the team. It makes sure no one falls through the gaps when life gets in the way.
The Results
Reachability
~22 hrs/week
24/7
Qualified consults/mo
~12
22
Calls during meetings
8–10/day
0
Time screening calls
~1.5 hrs/day
0
Kirsten Höner-March
Verified Client
“My assistant and I trained it together. It knows exactly how we work — who gets an appointment, who gets a callback, who gets a polite goodbye. Before, half our callers got voicemail and never called back. Now someone always listens, even when we can’t.”
— Kirsten Höner-March, Specialist Attorney, Employment & Social Law
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