Summary
Caller’s mother is discharged on Friday and needs a two-week short stay. Asked about availability and a tour before Friday. Prefers a call back after 3pm.
AI
An AI that answers, books and writes it up.
Not a chatbot on a website. An agent on your phone line that handles the calls nobody has time for, transcribes the rest, and tells you what was said and what to do next.
Answered in 2 rings7:42 PM, Tuesday
Tour bookedThursday, 10:00 AM
Summary emailedTo admissions
Flagged: "cancel"Manager alerted
24/7
The agent never goes home
2 rings
Before it picks up
Every call
Transcribed and summarized
47 states
Facilities we already serve
Before the call
It books the tour while you sleep.
Nobody is at the desk at 7:42 on a Tuesday evening. The agent picks up in two rings, answers what it can, books what it should and passes on what it cannot finish, with the transcript attached.
- Books appointments straight into the calendar
- Answers the questions that tie up a front desk
- Reads back account details accurately
- Hands over to a person with the context attached
Tuesday, 7:42 PM
- Thanks for calling Riverside. How can I help?
- Hi, I would like to book a tour for my mother.
- Of course. Would Thursday at 10am suit you?
- Thursday works.
- Booked. I have texted you the confirmation and sent the details to admissions.
The agent says it is an assistant, and hands to a person whenever it should.
During the call
Your best answer, on screen, mid-sentence.
The words appear as they are spoken, the answer is suggested while the caller is still talking, and the words you care about are flagged the moment they are said.
Live transcript
CallerMy mother comes home from the hospital on Friday. Could she stay with you for two weeks while we sort things out?
Front deskLet me check what we have for short stays.
CallerAnd can I see the room before Friday
Trigger word heard on line 2: “cancel our service”. The manager has been alerted.
Sample call, for illustration. You choose the words it watches for: alerts by email or text, on live calls and recordings.
After the call
The part everyone forgets.
Seconds after the call ends: the summary, the action items and the follow-up, without anybody typing.
Action items
- Confirm short-stay availability from Friday
- Book a tour for Wednesday or Thursday
- Send the admissions checklist
Follow-up text
Hi, this is Riverside. Thanks for calling today. Here is our admissions checklist, and a link to book your tour before Friday.
Sample outputs, for illustration. Every call is also scored for coaching and searchable afterwards: “what did we tell that family in March” takes seconds.
Where it runs
On our system, or on yours.
EmpireUC is our own system, so we build it there ourselves. On the major platforms we carry, we set it up and run it for you. We demo both and you decide.
- EmpireUC
- RingCentral
- Dialpad
- Five9
- Genesys
- 8x8
- NICE
Questions
What people ask us about AI.
Will callers know it is not a person?
It introduces itself as an assistant. Trying to pass it off as a person is how you lose trust with the people who call you.
What happens when it cannot help?
It hands over to whoever you nominate, with the transcript attached, so the caller does not start again.
Can it work only after hours?
Yes. Plenty of facilities use it from 6pm, at weekends, and as overflow when every line is busy.
Is it hard to set up?
We build it with you: the questions it answers, the words it watches for, where the summary goes. You are not left with a blank script.
Can we turn parts of it off?
Yes. Transcription without an agent, trigger words without recording, agents on one number only. It is built per line.
Book a demo
Tell us which calls are eating your day and we will show you the AI handling those exact ones.