Voice agents that reach every resident your team can't get to

Built with UK councils and live in adult social care - outbound calls, waiting list updates and 24/7 carer assessments, run by AI and overseen by your staff

See the council results

live with richmond & wandsworth councils · uk data residency · on-premise available

in live use across adult social care

Results from real council deployments, not pilots on paper

All figures from Richmond & Wandsworth Councils' adult social care programme, published March 2025

74%

of outbound calls gathered what was needed to re-prioritise care

ot waiting list

77%

of calls confirmed device status for reallocation

care technology

~44

staff days freed each month, returned to resident contact

ot team, per month

The pressure is national, the capacity isn't coming

372,000

people waiting for an assessment, care, or a review of their care plan

ADASS Spring Survey 2025

2m+

requests for adult social care support received by English councils in 2023/24

NHS England

5.8m

unpaid carers across the UK, many never assessed

Carers UK / Census 2021

Hiring your way out isn't an option. Taking the routine calls off your team's plate is.

the deadline most councils haven't planned for

The switchover is coming for your telecare, and no one's told you where to start

The analogue phone network is being switched off by the end of January 2027. Every careline alarm, pendant and fall detector running on an old line has to be found, checked and where needed replaced - or it fails silently, for exactly the residents who can least afford it. Most councils know this is coming. Far fewer have a plan for the part that actually takes the time: reaching every affected resident, one by one, to confirm what they have and what they need.

It looks like a technology problem It is really a contact problem

Reaching residents at scale by phone is the part we do. In the Richmond & Wandsworth care technology pilot, 77% of outbound calls confirmed whether a device was still needed or could be reallocated. The same approach maps onto a telecare register: confirm need, flag anyone at risk, route the replacements to your team.

77% device status confirmed - richmond & wandsworth care technology pilot

An older man at home holding a personal telecare alarm pendant

what the agents handle

Three jobs the agents already do for council teams

Waiting list outreach

Calls every resident on the list, gathers current circumstances and flags urgent cases - so qualified staff assess instead of administer

74% of calls gathered usable information

~44 staff days freed each month

Urgent cases escalated same day

Read the case→

Care technology check-ins

Confirms which devices are still in use and which can go to the next resident on the list

77% of calls confirmed device status

Residents of all ages completed calls

Troubleshooting routed to the right team

Read the case→

An unpaid carer sitting with an older relative at home

Carer assessments, 24/7

Lets unpaid carers complete an assessment online - any hour, their own words, their own pace

Voice and text, start and pause anytime

Safeguarding concerns flagged for immediate human follow-up

Structured results land ready for review

Read the case→

A conversation, not a script - with a human one step away

Residents talk naturally about their circumstances. The agent listens, updates the record, and knows exactly when to hand over

Speaks like a person

Two-way conversation in plain language - residents of all ages completed calls in the Richmond pilots

Handles sensitive ground carefully

Health, home circumstances, level of need - gathered conversationally, stored securely

Escalates when it matters

Safeguarding flags and urgent cases go straight to your team, the same day

Writes it up for your staff

Structured, review-ready records - no transcription, no re-keying

Resident call adult social care · outbound

AgentHello, I'm calling from the council's adult social care team about your support. Is now a good time to talk?

ResidentYes, that's fine.

AgentThank you. I'd like to check how you're managing at home. Has anything changed since your last review?

ResidentI've been finding the stairs harder, and my daughter helps less now she's back at work.

AgentThank you for telling me, that's helpful. I'll note it and make sure the team looks at your priority. If anything feels urgent, I can put you through to a person now.

Updated and flagged for the OT team handed over when it matters

A care worker talking with an older man at home during a visit

The pilot demonstrates that AI can significantly improve the communication process, including how information is collected, updated and streamlined for review by skilled staff. By reducing the administrative work that occupational therapists need to perform, it creates capacity for them to increase residents' contact time

Violina Harpar

Occupational Therapy Service Manager

74% calls gathered what was needed

77% device status confirmed

~44 staff days freed monthly

Richmond & Wandsworth Councils, adult social care

the agent never decides alone

Your staff stay accountable, the agent just does the legwork

A human is always one step away

Any resident can ask for a person. Safeguarding concerns and urgent cases are flagged for immediate human follow-up - the agent escalates, it does not gatekeep.

Your rules, your oversight

Every conversation visible, every escalation rule set by you. Your team reviews what the agent does, not the other way round.

Data stays where you need it

UK data residency, or fully on-premise inside your own estate. Nothing leaves your control.

Works with what you have

Connects to your case management and telephony - no rip-and-replace, no new system for staff to learn.

Oversight & analytics every conversation, visible to your team

Oversight dashboard: council call topics, automation rate and outcomes from live resident calls

A managed service, not a tool you run on your own

Most council teams don't have a spare AI specialist - so we run the campaign end to end and hand your team the results

Campaign management

We plan, launch and run each calling campaign for you

Analytics

Clear reporting on who was reached and what needs action

Call transcripts and recordings

Every call captured, searchable and ready for your records

Project management

A named contact who keeps the rollout on track

Evaluation

Outcomes measured against your goals, not vanity metrics

Business case support

Help building the internal case to fund and scale it

no multi-year programme, no big bang

Start with one list, your residents, your rules - and judge us on the numbers

Richmond & Wandsworth didn't sign up for a transformation programme. They ran one focused pilot inside their existing Digital and Data Strategy 2024-2027, measured it, and only then explored the next use case. That is the whole pitch: small enough to try, measured enough to trust, flexible enough to fit how your service already works.

Pick the list that hurts most - waiting list outreach, device check-ins, carer assessments or telecare switchover

Run a measured pilot with your own residents and your own escalation rules - weeks, not years

See the numbers, then decide what's next. No lock-in to a platform you haven't proven

You don't need a council-wide AI programme to fix one broken queue. Start where it hurts, with a team that's small enough to actually flex around you.

Adults in a support group, holding a small blue heart in cupped hands

By making support more accessible and immediate, we hope to identify carers earlier and connect them with the right services before they reach breaking point. The technology gives us another way to listen and respond, while ensuring that qualified staff can focus on more complex cases

Steve Shaffelburg

Senior Commissioning Manager, Richmond & Wandsworth Councils

Why councils trust this enough to put it in front of residents

Proof first, from a live service. The security baseline sits underneath it.

Live in adult social care at Richmond & Wandsworth Councils, not a lab pilot

74% of waiting-list calls gathered usable information · 77% of care-technology calls confirmed device status

Working with researchers at University of Cambridge on a study about vaccine uptake

Tovie AI is co-designing Aimi, an NIHR-funded feasibility study, with researchers at University of Cambridge. Aimi will be giving pregnant women clear, personalised information from trusted sources on NHS-recommended vaccines during pregnancy. It will be co-produced with NHS clinicians and pregnant people who will use it.

Read about the Aimi study

Certified for regulated work, and happy to walk your information governance colleagues through the detail

IBM Cloud for Financial Services Validated

Validated for financial-services workloads

SOC 2 Type 1

Independently audited security controls

Cyber Essentials Plus

UK government-backed security standard

GDPR-compliant

EU and UK data protection

questions councils ask

The questions councils ask us first

Is this replacing our staff?

No. It takes the high-volume routine calls off your team so qualified staff spend their time on complex cases and direct resident contact. Every escalation goes to a human.

Can residents always reach a person?

Yes. Any resident can ask to speak to someone, and safeguarding concerns or urgent cases are flagged for immediate human follow-up. The agent escalates, it never gatekeeps.

Can residents who don't speak English use it?

Yes. The agents handle conversations in multiple languages, so you can reach more of your community without adding translation load on your team.

Is it accessible to residents who struggle with online forms?

That is one of the strongest reasons councils use voice. A phone conversation reaches people that web forms and portals miss - residents of all ages completed the calls in the Richmond pilots, and anyone can ask to speak to a person at any point.

How do we start?

With one focused pilot - a single list, your own residents, your own escalation rules. Weeks, not a multi-year programme. You see measured results before deciding anything else.

Will it work with our systems?

It connects to your existing case management and telephony. No rip-and-replace, no new system for staff to learn.

Where is resident data held?

UK data residency, or fully on-premise inside your own estate.

How were the Richmond results measured?

Outbound calls to real residents, in live adult social care services. 74% of waiting-list calls gathered usable information, 77% of care-technology calls confirmed device status. Published March 2025.

Can you help with the telecare digital switchover?

Yes. Reaching every affected resident by phone is the part that takes the time, and that is exactly what our agents do - confirm whether residents still need their equipment, flag anyone at risk, and route replacements to your team.

See what one list could look like
off your team's plate

Talk to the public sector team - we'll walk through the Richmond results and what a pilot would look like for your service

uk-based team · experienced with councils and the nhs

Voice agents that reach every resident your team can't get to

Results from real council deployments, not pilots on paper

The pressure is national, the capacity isn't coming

The switchover is coming for your telecare, and no one's told you where to start

Three jobs the agents already do for council teams

Waiting list outreach

Care technology check-ins

Carer assessments, 24/7

A conversation, not a script - with a human one step away

Your staff stay accountable, the agent just does the legwork

A human is always one step away

Your rules, your oversight

Data stays where you need it

Works with what you have

A managed service, not a tool you run on your own

Campaign management

Analytics

Call transcripts and recordings

Project management

Evaluation

Business case support

Start with one list, your residents, your rules - and judge us on the numbers

Why councils trust this enough to put it in front of residents

Working with researchers at University of Cambridge on a study about vaccine uptake

The questions councils ask us first

See what one list could look likeoff your team's plate

Call Demo

See what one list could look like
off your team's plate