THE STARTING POINT
The work that needed to change.
During business-hours call surges, HopeLink’s phone lines could fill up. Callers could be left waiting or without a response, while staff needed to share resources and direct requests to the appropriate team.
WHAT WE BUILT
A project shaped around the problem.
Built an AI voice receptionist to answer routine questions and route calls during busy periods.
Enabled resource texts during calls, including food pantry information and options callers can pursue while waiting.
Added shelter intake screening support and staff handoffs.
Created a custom dashboard for updating AI settings, tracking calls, and managing calls and SMS together.
Configured post-call notifications for the specific team members responsible for follow-up.
WHAT IT MAKES POSSIBLE
More useful help. Clearer follow-up.
Callers can receive useful resources while speaking with the receptionist. Staff can review conversations, manage communications, and receive the details needed for follow-up. Shelter intake support gathers and routes information; eligibility and placement decisions remain with the appropriate staff.
A FEW USEFUL DETAILS
Questions about this project.
What can the HopeLink receptionist do during a call?
It can answer routine questions, gather the request, route calls, and text useful resources, including food pantry information. Staff receive relevant post-call notifications.
How does the HopeLink team stay involved?
Staff can update AI settings, track calls, and manage calls and SMS in a custom dashboard. Shelter intake support gathers and routes information; eligibility and placement decisions remain with the appropriate staff.
Are measured time savings available for this project?
This story describes delivered capabilities. A measured reduction in hold time, unanswered calls, or staff hours has not been supplied.