Finch scales pre-litigation legal ops with ElevenAgents

Finch Legal, a provider of pre-litigation operations for personal injury cases, adopted ElevenLabs’ ElevenAgents to automate high-volume calls to insurance carriers and medical providers, including phone-tree navigation, claim follow-ups, and records requests. The company reports that its call success rate increased from 59% with a prior vendor to 93%, while weekly call volume grew from roughly 500 to more than 3,800 and time spent on calls fell by about 83%. Finch cited greater control over language models, voice behavior, latency, reasoning, and analytics, along with Expressive Mode’s ability to adapt tone and pacing during conversations with representatives. The agents also manage extended hold times, distinguish between incomplete medical-record and billing responses, send structured outcomes to Finch’s case-management system, and use DTMF navigation and rotating SIP numbers. ElevenLabs engineers reportedly helped deploy the initial system within days and resolved a pilot issue within 72 hours, while Finch says the automation may allow legal firms to devote more capacity to serving clients who lack representation.

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