Maurice Blackburn — Omnichannel AI Intake

The Conversation, Everywhere

One operating layer. Many channel experiences.

From messaging, web, and social channels to enterprise tools, each interface stays native while decisions follow one intake operating standard.

Mobile

Maurice Blackburn Legal

online

Welcome to Maurice Blackburn Lawyers. I can help you understand your legal options. What's your situation?

10:32 AM

1,240 conversations / month

Maurice Blackburn Lawyers

Usually replies instantly

Hi there! I'm the Maurice Blackburn legal assistant. I can help you check if you have a claim. What happened?

2:15 PM

I slipped at work and hurt my back. Been off for 2 weeks now

2:16 PM

I'm sorry to hear that. A workplace back injury could be covered under WorkCover. Let me help you check your eligibility.

Free Claim Assessment

Check your WorkCover eligibility in 3 minutes. No obligation.

2:16 PM

Facebook Messenger

524 conversations / month

Maurice Blackburn

1800 111 222

Hi David, it's Maurice Blackburn. You started a claim check last week but didn't finish. Your details are saved.

9:15 AM

WorkCover claims have time limits. It only takes 3 more minutes to complete.

9:15 AM

SMS

680 conversations / month

Desktop & Enterprise

Channels

# general

# mb-legal-intake

# random

# hr-questions

Direct Messages

Jane D.

David S.

# mb-legal-intake

Hey, I saw in the company Slack that MB can help with workplace claims. I think my employer owes me for overtime. Can you help?

4:22 PM

Absolutely. Unpaid overtime is an employment issue we handle regularly. Let me ask a few quick questions to understand your situation.

4:22 PM

First — are you still employed there, or have you left?

4:22 PM

Slack

312 conversations / month

Chat ✎

🔍 Search

MB Legal Bot

Road injury claim...

Sarah Johnson

Thanks for the update

David Miller

See you tomorrow

HR Team

Policy update

Maurice Blackburn

Legal Intake Bot

Do you handle car accident claims in Victoria?

11:05 AM

Yes, road injury claims in Victoria are covered under TAC. Maurice Blackburn handles these on a No Win, No Fee* basis.

Road Injury Claim Check

Were you injured in a car accident in VIC? Check your eligibility for TAC compensation.

11:05 AM

Microsoft Teams

199 conversations / month

🔒 mauriceblackburn.com.au

Maurice Blackburn

Injury Work Employment

1800 810 812

Access to justice
for everyday Australians

We fight for the rights of everyday Australians. No Win, No Fee.*

Free Claim Check

Welcome to Maurice Blackburn Lawyers. How can I help you today?

3:41 PM

My mum fell at the shops and broke her hip. Is there anything she can do?

3:42 PM

I'm sorry to hear about your mum. A fall in a public place could be a public liability claim.

Did you know? Public liability claims have a 3-year time limit in VIC.

3:42 PM

Web Widget

892 conversations / month

Social & Voice

𝕏

Maurice Blackburn Support

Direct Message

I injured my shoulder at work and don't know where to start. Can someone point me in the right direction?

7:18 PM

We can help with that. If this happened at work in Australia, we can guide you through a claim check in minutes.

7:19 PM

X (Twitter)

352 conversations / month

Maurice Blackburn

Message Request

Thanks for reaching out. Tell us what happened and we'll help you understand your options.

1:04 PM

My dad was in a road accident in VIC and we're not sure what to do next.

1:05 PM

We can run a quick TAC eligibility check and connect you to the right specialist.

Road Injury Check

3-minute guided intake. No obligation.

1:05 PM

Instagram DM

307 conversations / month

☎

Phone Call Intake

Coming soon

Voice channel roadmap: AI-assisted call triage, live handoff to legal team, and transcript-to-case summary.

Planned

Phase 1: callback requests and voicemail triage

Q2 target

Phone Call

Coming soon

Operating Subsystem · Engagement

Engagement logic that advances qualified intake

Calls to action are one subsystem in the operating model, designed to move conversations toward qualification, routing, and measurable outcomes.

Quick Reply Chips

"I can help with that. What type of legal issue are you facing?"

38%

click-through rate

Rich Action Cards

Free Claim Assessment

Check eligibility in 3 minutes. No obligation.

Book Free Assessment →

29%

click-through rate

Proactive Nudges

Thousands of Victorians have already checked their eligibility. It takes just 3 minutes.
Check Now →

22%

click-through rate

Re-engagement

"Still thinking? Your claim check from last Tuesday is saved. WorkCover claims have time limits — pick up where you left off."

18%

re-engagement rate

Urgency Triggers

Important: WorkCover claims in Victoria must be lodged within 30 days of injury. Don't miss your window.
Check Eligibility Now →

31%

click-through rate

Smart Follow-ups

"Hi Maria, your specialist at Maurice Blackburn will call tomorrow at 10:00 AM. They'll discuss your workplace injury claim."

52%

confirmation rate

Unified Intelligence

All channels converge on one decision core

Eight live channels, one intake operating system, and one measurement layer. Voice intake is planned for the same decision standard.

Messenger

SMS

Slack

Teams

Web

Instagram

☎

Phone (Soon)

→

MB AI Intake Engine

Triage · Score · Route

→

Injury & Illness Team

Employment Issues Team

Class Actions Team

Insurance Claims Team

Referral Partner Network

Total Conversations (30d)

4,506

+24% vs prior period

Conversion Rate

26%

+5pp vs phone-only

Avg. Response Time

< 12s

vs 4.2 min human avg

CTA Click-through

33%

+12pp vs static forms

Re-engagement Success

19%

412 recovered leads

Language Coverage

Multilingual

English primary, with Mandarin flow support demonstrated

Channel	Conversations	Conversion	Avg. Time	Top CTA
WWhatsApp	1,240	29%	6s	Quick Reply
WWeb Widget	892	32%	4s	Rich Card
SSMS	680	22%	12s	Re-engage
MMessenger	524	24%	7s	Quick Reply
SSlack	312	23%	7s	Quick Reply
TTeams	199	34%	5s	Rich Card
XX (Twitter)	352	19%	9s	Quick Reply
IInstagram DM	307	22%	8s	Rich Card
☎Phone Call (Soon)	—	—	—	Callback triage

One intake operating system.Every channel.Every Australian.

One intake operating system.
Every channel.
Every Australian.