Occupational therapy is critical in helping people maintain independence and improve their quality of life. However, as the demand for services grows, local councils and healthcare providers are under pressure to do more with less. Rising caseloads, staff shortages, and administrative burdens often leave professionals stretched thin—limiting time for meaningful, face-to-face engagement with residents At Tovie AI, we believe that intelligent automation, including AI and Generative AI (GenAI), is key to addressing these challenges.
The growing demands on occupational therapy
Across the UK, occupational therapy services are facing mounting challenges:
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Long waiting lists for assessments and support
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Heavy administrative loads that take time away from clinical tasks
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Increased complexity of needs in ageing populations
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Communication gaps between service teams and residents
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Limited visibility into real-time status updates from residents
These systemic issues can slow down service delivery and impact both staff wellbeing and resident satisfaction.
Where AI and GenAI step in
Recent pilot projects with Richmond & Wandsworth Councils illustrate how voice AI technology can ease these pressures in real-world settings.
With Tovie AI’s voice assistant, the councils automated two essential functions:
1. Occupational therapy waiting list management – The AI contacted residents to collect status updates and prioritise cases for quicker and fairer service delivery.
2. Care technology device check-ins – The AI followed up with residents using care devices, provided troubleshooting help, and flagged unused equipment for reallocation.
The impact: efficiency, prioritisation, and human-centric care
The results of the pilot speak volumes:
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74% of calls in the occupational therapy use case gathered actionable information
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Administrative burden decreased, freeing up occupational therapists for more in-depth resident care
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Response times improved, especially for high-priority cases
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77% of device check-in calls confirmed usage or opened the door for resource reallocation
These outcomes reflect the power of automation, not just in handling volume, but in improving the quality of engagement.
While traditional AI powers structured automation, GenAI brings the nuance of human-like conversation. With advanced Natural Language Understanding (NLU), GenAI tools can:
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Interpret unstructured responses from residents
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Recognise emotional cues or urgency
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Provide contextual prompts and reassurance
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Help triage cases for skilled review
By mimicking human conversation more closely, GenAI tools build trust and increase accessibility—even for residents who may be less tech-savvy or face communication barriers.
One of the biggest concerns in public sector automation is whether it will reduce the human touch. But in occupational therapy, the opposite is proving true: AI and GenAI free up time, enabling professionals to do what only they can: apply clinical expertise, build relationships, and support long-term wellbeing.
As Violina Harpar, Occupational Therapy Service Manager at Richmond & Wandsworth Councils, noted:
By reducing the administrative work that occupational therapists need to perform, it creates capacity for them to increase residents’ contact time and focus on their core OT skills.
As populations continue to grow and age, the demands on health and social care systems will intensify. Investing in AI and GenAI solutions now is not just a technical upgrade: it’s a strategic decision that ensures the resilience, responsiveness, and humanity of public services for years to come.
At Tovie AI, we’re committed to developing solutions that put people first, whether they’re residents in need, frontline staff, or community leaders. We’re excited to continue working with councils and care providers to reimagine service delivery for a more connected, efficient, and compassionate future.
Access the full Richmond & Wandsworth case study.