Give Me One And A Half Hours Live, And I'll Show You How Call Teams Use AI To Handle 50%+ Of Routine Calls Without Putting Service Users At Risk

“We're really grateful we've got this now. It doesn't feel so pressured… weekends are so much easier.”

• 50% of routine alarm calls resolved from day one.
• The push came from the operators themselves, not management.

“We now have people who phone us up and ask to speak to the AI.”

• “Almost indistinguishable as to whether I'm talking to a human or AI… that's how seamless it can be.”
• Tuned off real service user feedback, week by week.

“Out of multiple thousands of calls, there were zero instances where a customer needed help and it thought they didn't. That never happened.”

• Around 30% of eligible alarm calls resolved with no human needed, his number.
• Every AI-handled call quality-checked by his team from day one.

“It's probably about a 90% reduction in the amount of operator handled calls. Quite a tangible impact.”

• Routine device alert calls lifted off operators at the busiest points of the day.
• “It really does free us up for emergency calls at those times.”

“60% of these calls are now delivered in an automated way… that was 100% [manual] before.”

• “Operators can now focus the time on the clients that need it the most.”
• Every client still checked on, with the routine calls off the team's plate.

“Our call answer rate is now 100% for homelessness calls… that's massive.”

• Average handling time down from 25-30 minutes to a 5-minute call.
• Over £20,000 saved for one client on inaccurate placements.

“We ended up with almost about a 72% response rate. That for me is massive.”

• Analogue-to-digital migration delivered on time, to the original go-live date.
• Vulnerable users reached at scale, with staff freed for inbound alarm calls.

“We've reduced our average speed of answer from around a minute to around 30 seconds.”

• A team of around 10 agents repurposed from activation calls to technical support.
• “You'd be silly not to try it.”

“Compared to what we were doing two, three years ago, we've increased by 90%, because we have this additional assistant.”

• Around 30,000 device retrieval calls run by the agent.
• Hundreds of devices recovered that were sitting in drawers.

“The biggest hesitation would be a fear of losing that human touch… it's actually flipped: more human, more personal. It's helped us, not hindered us.”

• False alarms and routine reminders off the team's plate.
• “The key win: freeing up our team's time to focus on true customer engagement.”

“I used to have one person dedicated to it, 37 and a half hours a week… now it no longer needs a full-time person.”

• More follow-up calls completed than before, with the time handed back.
• “We're able to deal with the clients that really do need our help.”

“80% of those calls were actually CS. We were out of hours, making big sales, but answering customer service calls.”

• Started on the lowest-risk line: replacing an out-of-hours answerphone.
• Small pilots, growing confidence: now an industry-first TSA integration case study.

“The tenants have responded really, really well to it.”

• 24/7 support and reassurance in supported living.
• “The main feedback: we can go about our daily lives as we want.”