- Enquiry capture
- 24/7Enquiry capture
- Conversations classified and routed
- 100%Conversations classified and routed
- Automated briefs to the office
- 3x dailyAutomated briefs to the office
- Offices in the network
- 80+Offices in the network
Before
After
The challenge
Families reaching out about care for a relative were meeting a scripted bot and an outsourced answering service that could not answer basic questions about care types, coverage or how the service works.
Enquiries and carer job applications arrived through the same channel and had to be separated by hand.
Conversations happen when families are ready to have them, which is very often outside office hours.
What we built
- A conversational agent trained on the network's own service information, care types and coverage, able to hold a genuine multi-turn conversation rather than run a script.
- Automatic classification of every conversation into care enquiry, recruitment application or general query, with contact details and requirements extracted.
- Per-conversation summary emails delivered to the right office several times a day, so the team sees a clean brief rather than a raw transcript.
- A pipeline that runs on a schedule with no manual step, capturing every conversation the agent handles whether or not anyone is at a desk.
What changed
In one recent five-week sample the agent captured and routed twelve care enquiries and ten carer applications without a person touching the triage step.
Families get an immediate, sensible answer about care types and coverage at the moment they ask, instead of a postcode check and a redirect.
Recruitment applications no longer sit mixed in with care enquiries, so both reach the right team on the same day.
Systems
- Voiceflow
- Automated classification
- Scheduled pipelines
- Outlook