Client & Environment
Sunrise Meadows Senior Living operates multiple assisted-living facilities for seniors aged 65+. Their staff was constantly fielding calls from residents about daily schedules, shuttle services, nurse visits, or even just to chat. This placed a heavy burden on front-desk staff and limited their capacity for quality care.
Problems They Faced
- Many resident calls were non-urgent or administrative (“What time is dinner?”, “When does the shuttle run?”, “When is my appointment?”), but still consumed a lot of staff time.
- Evening and weekend staffing was limited; residents had fewer options to call for help or companionship.
- Some residents experienced loneliness or isolation and would ask to “just talk,” but staff had little bandwidth.
- Staffing additional front-desk personnel for round-the-clock call coverage was cost-prohibitive.
Our Approach
- Implemented a 24/7 AI voice companion accessible by simply calling a dedicated number from any resident phone.
- The AI handles administrative tasks: scheduling shuttle rides, appointment reminders, daily activities, and dining times.
- We built a “companion mode” so residents could have simple, friendly conversations (“What’s the weather today?”, “What’s on the activity calendar?”).
- Created escalation logic: if the AI detects distress (mentions of “hurt,” “pain,” “sick,” “help”), or confusion, it flags staff and either calls a live team member or dispatches help.
- We also set up proactive check-in calls: for residents who opt in, the AI calls them in the morning to ask if they need help, remind them of their schedule, or just provide a friendly voice.
Results & Benefits
- Front-desk workload on calls dropped by ~30%, freeing staff to focus more on personal care and meaningful interactions.
- Residents expressed greater satisfaction: many said they appreciated the “always-on” friendly voice, especially during quiet hours.
- The companionship feature reduced feelings of isolation; some residents said calling the AI felt like “talking to a friend.”
- The escalation mechanism worked: in roughly 10 calls per month, the AI alerted staff to issues (medical, emotional), enabling timely human follow-up.
- Because of the AI, Sunrise Meadows avoided the cost of hiring an overnight receptionist, saving on labor while maintaining responsiveness.
Insights & Best Practices
- To be effective in senior living, voice AI must be warm, patient, and tuned for natural conversation — not just transactional.
- Escalation must be carefully built: safety and emotional well-being are core.
- Resident feedback is vital: iteratively refine the companion and service flows based on what residents enjoy or find helpful.
- Integrations with scheduling and facility operations (shuttle, nurse visits, dining) amplify value.
How (IAI) Implement Artificial Intelligence Helped
Implement Artificial Intelligence-enabled Sunrise Meadows to:
- Reduce administrative burden on staff
- Improve resident engagement and satisfaction
- Provide a constant point of contact for residents’ needs and companionship
- Enhance safety through early escalation while optimizing staffing
