The Challenge:
With the new digital network, it’s critical to identify alarms having issues. Without user alerts to the ARC, knowing if the equipment works is impossible. According to TSA guidelines, ‘alarm test’ calls are necessary for users who haven’t recently pressed their pendant. However, monitoring centres often lack the capacity for proactive calls. Progress Lifeline was making around 1,000 monthly calls to check tenant equipment, better utilizing capacity for emergency responses.
The AI-Driven Solution:
Progress Lifeline generates a monthly list of service users. Instead of manual calls, they upload this list to Yokeru, taking one operator a minute. Progress specifies call times and presses ‘start.’ Tenants receive a call asking them to test their alarms. Yokeru can handle 100,000+ calls/hour but spreads them evenly to avoid overwhelming the monitoring centre. Calls are scheduled to avoid busy times like the first of the month or at 9 o’clock.
The Outcomes:
60% of service users who answered responded to the questions. Among those, 77% placed a test call, and 23% flagged equipment issues. This process identifies tenants with disconnections or technical issues, keeping them safe and connected.
In Progress Lifeline’s Words:
“Honestly, I cannot fault the product or the potential that it has in the telecare field!” - Barry, Technology Development Lead, Progress Lifeline
