How Cardiff streamlined their migration and reprogramming calls to stay one step-ahead during the A2D switchover

1​5 November 2024

As part of their ongoing commitment to providing safe and reliable services for their users, Telecare Cardiff faced the challenge of transitioning to a new call handling platform during the national move to all-digital (A2D) telecare systems. This transition required a critical process: ensuring that all service users’ devices were tested to confirm connectivity to the new platform. Without these tests, the safety of users could be at risk.

However, the scale of the task posed a significant challenge. The monitoring center, already managing thousands of users, faced the daunting prospect of a massive increase in call volumes. This additional workload risked overwhelming the team, delaying testing, and potentially compromising service quality and user safety. Telecare Cardiff needed an innovative solution that could automate and streamline this process while maintaining the high standards their users expect.

Yokeru’s Solution:

In partnership with Yokeru, Telecare Cardiff implemented an AI-driven automated calling platform. This system systematically contacted all users, guiding them through the process of testing their devices to ensure proper connectivity. Yokeru’s platform was seamlessly integrated into existing operations without requiring complex changes, and it was fully operational within just one week. This rapid setup ensured that the solution could be deployed immediately to address the urgent needs of the transition.

The platform provided tailored messaging to ensure clarity and safety during the testing process. Its automation capabilities allowed Telecare Cardiff to manage the increased workload efficiently without overwhelming staff. Additionally, Yokeru’s team provided ongoing support to ensure the system ran smoothly, adapting the messaging as needed to suit specific user needs.

Key Outcomes:

The collaboration with Yokeru produced remarkable results for Telecare Cardiff:

1. 71.6% Response Rate:
   Over half of the contacted users responded to the automated calls, leading to a significant portion of devices being tested. This level of engagement highlighted the effectiveness of the tailored messaging and the ease of use for service users.
2. Efficient Workload Management:
   From the 1,250 automated calls made, only 67 users required follow-up intervention from staff. This drastically reduced the potential workload from 67 hours of operator time to just 3.4 hours, freeing up valuable team resources.
3. 437 Users Successfully Tested:
   A significant number of devices were confirmed as properly connected to the new platform, ensuring continuity of service and user safety throughout the transition.

Testimonial:

The positive impact of Yokeru’s solution on Telecare Cardiff was summed up by Michelle Orfanoudakis, Implementation and Delivery Manager:
"Yokeru’s solution is a game-changer for any organization facing call handling platform transitions or needing to manage high volumes of user communications efficiently. We couldn’t have managed this transition as smoothly without their support."

Michelle further emphasized how the platform not only reduced the burden on her team but also allowed them to maintain high service standards while safeguarding users throughout the process. The overwhelmingly positive feedback from both users and staff underscored the success of the initiative.

Industry Recognition:

Aaron Edwards, National Programme Manager at TEC Cymru, highlighted the broader significance of the project:
"It’s been fantastic to witness how quickly AI and technology have been adopted by Cardiff Council’s telecare service. At TEC Cymru, we’re proud to have played a role in facilitating these conversations, connecting suppliers like Yokeru with Cardiff. While we weren’t directly managing the migration process, we helped open the door for collaboration, ensuring the service would meet the specific needs of the community. It’s been truly rewarding to see how efficiently this has all come together."

This recognition reflects the growing importance of technology in addressing critical challenges within healthcare and social services.

Achievements and Long-Term Benefits:

By automating a critical and labor-intensive process, Telecare Cardiff ensured the safety and functionality of its devices during the transition. The project demonstrated that AI-driven solutions can effectively manage large-scale communication challenges while preserving service quality. The success of this initiative has inspired Telecare Cardiff to explore additional applications for Yokeru’s technology in future projects.

The collaboration also underscored the potential for public and private sector partnerships to leverage technology for social good, ensuring that community needs remain at the forefront of innovation.

D​ownload the case study here.

For more information about Yokeru’s solutions and how they can support your organization, please reach out to:

Contact: Monty Alexander

Email:Monty@Yokeru.io

Website:www.yokeru.ai