The change has led to a 20% fall in calls to Feros’ call centre, while 2,400 messages had been delivered via the virtual assistant by early 2019.
The QLD-based Not For Profit has been listed as a finalist in the healthcare category of the iTnews Benchmark Awards 2020 for the project which has seen Google Assistant connected with its MyFeros portal, used for everything from checking appointments to requesting assistance.
The portal captures every Feros interaction with their clients, including medical interventions and advice, but some clients had struggled with the interface, especially if they had mobility issues.
The Google Assistant plugin lets clients use the portal with simple voice commands at any time of day as many times as they like, while the portal’s integration with Android TVs and the Google Hub means clients can see which staff member will be visiting.
“When a regular carer is off sick or on leave, that can be quite distressing to get someone new in helping around the house or with really personal services like washing,” Feros Care CIO Glenn Payne told iTnews.
“Now a little card pops up on the TV and says Louise might be coming today and it gives a little bio that says she speaks French, has three kids and loves going to the gym and cross fit. It really helps start that new relationship.”
The system has also been connected to smart locks timed to appointments.
“If people have mobility issues it might take them 20 minutes to get up and answer the door, and then we get a note saying they’d already left,” Payne added. “This saves them the hassle of having to get up and find the walking frame and slowly get to the door.”
