The residents the team worried wouldn't pick up engaged with the calls
A voice-AI pilot to check the council's care-technology fleet - and what it found about who actually answers the phone
Unused kit sat in cupboards. Faulty kit went unfixed
A small team could not realistically call every resident, one by one
Always introduced as an automated assistant. Anything urgent goes straight to a person
Calls run in waves, hundreds at a time. Outcomes land in the council's existing tools, with a written summary of every call
The agent introduces itself as automated and tells residents about the pauses on the line, so they know how to talk to it. Residents are identified by name or authorisation. They can opt out at any point, and the opt-out is logged
Anything urgent goes straight to the council's existing TEC response team, in real time, with full context. Safeguarding cues trigger immediate prioritisation
Calls, transcripts and summaries stay in UK data centres. GDPR, Cyber Essentials Plus, SOC 2 Type 1, IBM Cloud for Financial Services Validated
Outcomes land in the systems the team already uses - Liquidlogic, Mosaic, Eclipse, or a CSV export
Outcomes land within seconds of the call ending. The team can prioritise the urgent cases the same day, not weeks later
The agent does not make clinical judgements, does not handle 999 routing, and does not replace the wellbeing call. It handles the routine, so the team can do the rest
Complete coverage of the cohort on the council's care-technology register
Calls run in parallel waves - the same method scales from hundreds to thousands
of calls confirmed a device was still in use, or kit ready to reallocate
not just the digital-confident - across age groups, including the residents the team worried wouldn't pick up
Unused kit found and queued for reallocation, automatically, without staff having to chase
Faults picked up on the call and routed to the team that can fix them
Skilled staff back on the people who actually need a human conversation
Voice reaches residents across the board
Older and less tech-confident residents engaged with the calls. Several said they were pleased the council had called and not forgotten them
Routine work comes off the team
Skilled staff are freed for the residents who actually need a human conversation
Conversations are shorter and more to the point
The agent presents a clear reason to call, the resident gets a definitive outcome - no padding either way
It works for any council carrying a fleet of care technology
Personal alarms, falls detectors, telecare units - any kit that sits with a resident and needs checking in on
The same call handles two questions at once
With the digital switchover on the way, councils need to check not just what's in use, but what still works on the new network. The same outbound campaign answers both
Book a 30-minute walkthrough - we will show you how the Richmond & Wandsworth pilot ran, what a deployment looks like for a fleet your size, and what it would cost
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