Yokeru & Hammersmith and Fulham Council
Yokeru’s AI calls can speak to any number of people, at any time, the fraction of the cost of a call centre. AI calls help local authorities and care providers understand the needs of vulnerable residents, so that support can be distributed efficiently.
What was your aim and why?
“My brother and I founded Yokeru after we learned our grandmother had fallen over and been left unaided for more than eight hours. This inspired us to develop a practical digital solution to regularly ‘check-in’ on those in the community who most need help and support”
What was different about this approach?
Yokeru saw that artificial intelligence could be used, in a digitally inclusive manner (everyone has a mobile or landline), to improve communication between people who may need care and support and care deliverers.
This proactive communication is achieved at a fraction of the cost of a traditional call centre. Furthermore, it would take a human call operator 225 hours to monitor ~9,000 households compared to the seconds taken by running AI call. This solution not only improves access to care for vulnerable individuals, but it also helps to free up resources for strained public bodies.
The people receiving the calls were reassured as:
- In the introduction of the call, it was explicitly mentioned that no personally identifiable information would be collected from the individual
- In the introduction of the call, it was clarified who was calling and why they were calling – this provided clarification and reassurance for the end user
- E.g. “Hello this is a call from your local authority, we are calling to check up on your wellbeing. No personally identifiable information will be collected.”
These points, in addition to the advanced human-like AI conversational questions resulted in very low hang-up rates when speaking to individuals and provided a positive experience, collected from feedback at the end of selected calls.
What is the impact and benefit for people?
Of the 9,000 shielded residents contacted since the roll out in May 2020, almost 1,000 households were identified with ‘unmet needs’, including struggles relating to food, medication, isolation, mental health and safeguarding concerns.
This technology worked with, not replaced, the existing call centre to enable the available resource to be used to support those who need it most. The collaboration between the AI call platform and the existing call centre is an example of how technology can be leveraged to both improve support and reduce cost.
Is the solution sustainable post Covid-19?
The flexible platform is suited to solving similar problems across the UK, and the world. Yokeru is working with local authorities, CCGs and other care providers to automated processes such as appointment reminders, wellbeing check-ups, and surveys.
Yokeru’s AI calls have a multitude of applications. For example, we are developing the technology to use AI calls to identify and monitor mothers suffering from maternal mental health problems.