Collect less, but collect it well
Start with name, callback details, general location and the reason for the enquiry. Ask only what is needed to route the work. Sensitive details should not be collected simply because a system can transcribe them.
Agree on escalation
Define what the system should do for hazards, emergencies and frustrated callers. Use explicit routing rules and qualified human review. An AI intake agent is not an emergency service or a substitute for professional judgement.
Test the last mile
Send fictional calls through the entire workflow. Verify that the right person receives the record, can understand it and can respond. Measure the handoff and the human response, not just whether the phone was answered.
Make the next step practical.
Tell us what you do, where the work gets stuck, and what a useful result would look like. Start there.