Amelia's Conversational AI enables Aruma's staff to focus on providing better, more informed support to customers both in the home and in the community.
Aruma wanted to explore how Conversational AI could enhance disability support services.
Aruma trialed Amelia in 2019 and 2020 in two use cases to assist its staff in a variety of customer support settings.
Amelia reduced incident reporting times, with time savings of up to 75% in some cases, while enabling support workers to spend more time with customers.
Aruma is one of Australia’s leading disability service providers, partnering with roughly 5,000 people with a disability throughout eastern Australia. The organization wanted to explore how Conversational AI could enhance disability support services, with the intention of creating greater independence for people with disabilities.
One of Aruma’s significant challenges had been digitizing and resurfacing customer records, particularly those taken at the beginning and end of support worker shifts. Although support workers had used computers (as well as pen and paper) to record events, Aruma wanted to see whether working in collaboration with Conversational AI would give support workers a more accessible and intuitive way to capture critical data.
Aruma trialed Amelia in 2019 and 2020 in two use cases to assist its staff in a variety of customer support settings. She serves four critical functions:
- She works in collaboration with staffers to log quantitative and qualitative customer data as events occur, providing just-in-time reporting and converting unstructured inputs into structured data.
- She logs start-of-shift and end-of-shift data, as staff capture team communication, customer feedback and progress, and critical incidents by conversing with Amelia through a voice-to-text interface.
- Amelia helps staff write, by breaking down reports into a series of questions to be answered and with prompts for missed details. With intent recognition, Amelia helps to categorise information and flag specific workflows.
- Together, these elements allow staff to forego time-consuming manual notetaking and enables them to focus on providing better, more informed support to customers both in the home and in the community.
“Part of Aruma’s strategic innovation initiative is identifying and working with like-minded people and companies who want to learn with us. That is why we are thrilled to bring Amelia into the disability sector in Australia,” said Mark Doro, Chief Transformation Officer at Aruma. “With Amelia as a partner, we can explore how we can augment the power of our teams to be more sustainable and impactful, which is what we are really working towards at Aruma.”
In initial trials Amelia significantly reduced incident reporting times, with time savings of up to 75% in some cases. Aruma says Amelia can enable staff to capture higher quality data, allowing support workers to spend more time with customers.
As Aruma experiments with Amelia to build even higher quality and more efficient reporting, the organization is exploring using Amelia for future use cases, including serving as a whisper agent to help employees determine the best solutions for assisting customers. In this hypothetical scenario, rather than ask Amelia to surface historical documents to inform current support provided by staff, caregivers would ask Amelia for a direct answer. Using historical data, medical knowledge, and best practice recommendations approved by human administrators, Amelia would be able to tell the caregiver exactly what he or she should do.
Amelia is enabling Aruma's staff to serve the agency's 5,000 patients.
Using Amelia's Conversational AI capabilities, Aruma staff experience a 75% time savings in some cases.