As with all charities, they wish to make the most of the funding and revenue streams available and the very precious time of their teams and volunteers.
How do we provide more information 24/7 but reduce the load on the team?
The challenge that Age UK Norwich came to us with was trying to deal with the number of incoming enquiries that come into the team via phone and not only handling the simple enquiries during their limited daytime hours, but also expanding their reach and service to other audiences.
Vera is the star of the show, the Age UK Norwich team have been promoting her assistance and noticed a drop in calls into the charity year on year, after she had been deployed.
For Vera the few highlights that are starting to appear from the analytics may inform the direction of travel for how she helps the charity.
The early scores are in, Vera is a hit with the team and users online and via Facebook
One highlight is that we are seeing strong engagement from Social and Healthcare professionals, proving that this will be a strong area to keep adding knowledge and resources for their access.
Top stories in the bot are people finding out more about the ways Age UK can support them or their loved ones, what services are on offer and how they can get involved, be they through local activity groups, information and advice as well as tips for independent living.