AI intake, triage & document collection

Glad you stopped by. I answer every request, screen it with your rules and get each case ready. Now, what are we fixing first?

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What is an AI intake and triage system?

An AI intake and triage system answers people on your website, WhatsApp and SMS at any hour, asks the screening questions your staff would ask, checks eligibility with clear rules, books appointments for the right people, collects the documents each case needs, and sends everything to your case-management system — so your team spends its time on cases, not on the phone.

The problem

More requests than people to answer them.

Drag the handle to see what changes.

Today
  • Calls go unansweredSmall teams cannot pick up every call, so people who need help never get through.
  • Repetitive questionsStaff spend hours answering the same questions instead of working on cases.
  • Slots go to ineligible applicantsWithout pre-screening, appointments go to people the organization cannot help.
  • Missing documentsPeople arrive without the papers they need, causing delays and repeat visits.
With AI intake
  • Answers at any hourReplies on your website, WhatsApp and SMS, day and night.
  • Common questions answeredIt answers what your staff hear every day, so they can work on cases.
  • Screened before bookingEligibility is checked with your own rules before a slot is offered.
  • Documents arrive completeA personal checklist, secure upload from a phone and reminders.

How it works

Follow one request from first message to ready case.

Intake assistantOnline · illustrative demo

Hi! I can help you get started. Which language do you prefer?

English please.

A few quick questions to see how we can help. Is this about a new matter?

Yes, a new one.

Thanks — you can book a consultation. Tuesday 10:00 or Wednesday 14:30?

Tuesday 10:00.

Booked. Please bring: photo ID and any letters you received. I can remind you the day before.

Type a message…
  1. 01

    Answers in their language, at any hour

    People reach the assistant on your website, WhatsApp or SMS — with optional voice — and pick the language they are most comfortable in.

    • Website
    • WhatsApp
    • SMS
    • Voice (optional)
  2. 02

    Screens with your own rules

    It asks the questions your staff would ask and checks eligibility with clear, written rules — no guessing.

    • Rule-based
    • Plain language
    • Hand-off to a person
  3. 03

    Books the right appointment

    Only people your organization can help are offered a slot; everyone else gets self-help options or a referral.

    • Scheduling
    • Self-help
    • Referrals
  4. 04

    Collects the documents

    Each person gets a checklist of exactly what to bring, uploads securely from a phone and receives reminders.

    • Checklist
    • Secure upload
    • OCR checks
    • Reminders
  5. 05

    Hands a ready case to your team

    The case lands in the system your team already uses, prioritized, with a dashboard for volumes and reporting.

    • LegalServer
    • Salesforce
    • Microsoft 365
    • Power BI

What we build

Three parts, one connected system.

Select a part of the system to see what it does.

01 / 03

Multilingual intake & triage assistant

On your website, WhatsApp and SMS, with optional voice. It asks the screening questions, checks eligibility with clear rules, answers common questions and books appointments.

  • Rule-based eligibility screening
  • Multilingual, mobile-first
  • Appointment scheduling
  • Self-help & referrals
  • Hand-off to a person

How a project runs

Delivered in phases, supported after launch.

  1. Step 1

    Discovery

    We map your intake rules, languages, channels, documents and the systems it must connect to.

  2. Step 2

    Phase 1 · Intake & triage

    Design, prototype, build and integrate the assistant, then test it with your staff.

  3. Step 3

    Phase 2 · Documents & dashboard

    Add guided document collection and the staff dashboard on the same foundation.

  4. Step 4

    Launch & hypercare

    Close monitoring, quick fixes, staff training and knowledge transfer, then an agreed support plan.

Changes outside the agreed scope go through a simple change request. Data handling is agreed before any work starts. Process, pricing & terms

Security & accessibility

Built for sensitive data from day one.

People share personal details and documents. The system is designed so that data stays protected and under your control — and so that everyone can use it.

  • EncryptedIn transit and at rest
  • MFA or single sign-onFor every staff account
  • Role-based accessWith audit logs
  • Your own cloudFor example Microsoft Azure
  • WCAG 2.2 AAMobile-first, accessible
  • Plain languageFor low digital literacy

Questions

Security, accessibility & technology.

Is it secure enough for sensitive data?

It is built for sensitive data: encryption in transit and at rest, multi-factor authentication or single sign-on for staff, role-based access and audit logs. It can run in your own cloud account (for example Microsoft Azure), so your data stays under your control.

Is it accessible?

Yes. It is mobile-first, designed to WCAG 2.2 AA, and written in plain language for people with low digital literacy.

Which technology do you use?

We choose what fits your organization, for example Microsoft Azure (Bot Framework, Communication Services for WhatsApp and SMS, Azure OpenAI, AI Document Intelligence, Power BI) or models from OpenAI, Anthropic (Claude) and Google (Gemini), connected to your systems through their APIs.

Who is it for?

Organizations that receive more calls, messages and applications than their staff can answer: legal aid and nonprofit organizations, clinics, public services and service businesses.

Drowning in calls and paperwork?

Tell NOVA how your intake works today, or send us the details directly.

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