casestudy18

A Mission-Driven Business Meets a Mission-Critical Problem

Always An Angel Homecare isn’t just a name — it’s a promise. Their team provides compassionate, round-the-clock care for elderly clients and families who rely on them in moments of vulnerability. But when the office closed each night, their phone lines stayed open — and that’s where the problem began.

After-hours calls from clients or caregivers were often urgent: shift change requests, reports of incidents, or family concerns that couldn’t wait. Relying on a single on-call manager to monitor every call and escalate appropriately wasn’t just inefficient — it was risky. Missed escalations, delayed responses, and manual errors posed a real threat to both client care and operational trust.

Always An Angel needed more than a voicemail box. They needed a real-time, emotionally intelligent voice agent that never sleeps.

Building an AI Voice System That Cares Like a Human

VOKSICA designed and launched a bi-agent voice system tailored specifically for after-hours call coverage. The mission was simple: ensure every caller felt heard, supported, and routed correctly.

– Inbound Agent: Greeted callers, identified whether they were caregivers or clients, and used conversational logic to detect emergencies. Urgent cases triggered instant alerts to the operations manager.
– Outbound Agent: If the manager didn’t acknowledge within five minutes, this agent followed up with a real-time phone call to ensure escalation.

Every call was transcribed in real time, analyzed for sentiment, tagged by caller type, and logged automatically into the CRM with full context for next-day review.

Engineering Built for Urgency

This system wasn’t just an answering service — it was a smart triage engine. Powered by Retell AI and n8n, it incorporated:

– Emotion scoring and keyword intent recognition.
– Redundant escalation workflows with fallback logic.
– Automatic CRM task creation for non-urgent calls.
– Emergency triggers via email and phone alerts.

The result was 100% uptime and responsiveness, no matter the time of day.

The Transformation: From Uncertainty to 24/7 Peace of Mind

Before automation, on-call managers were overwhelmed, anxious about missing critical calls, and burned out from screening every conversation. Response times were inconsistent, and emergencies occasionally slipped through the cracks.

After launch, Always An Angel saw a dramatic shift:
– 98% call triage accuracy, ensuring emergencies were always handled.
– 80% faster escalation response times, with follow-ups resolved in under 5 minutes.
– 70% less manual workload for after-hours staff.
– 100% automated CRM data entry, improving task visibility and consistency.
– And it all went live in just 15 working days.

Industries That Can Benefit from After-Hours AI Coverage

While this system was designed for a homecare provider, its benefits extend far beyond healthcare. Any business that handles urgent, after-hours communications can see value:

– Healthcare & Elder Care Providers – Patient or caregiver escalation handling.
– Security Firms – Guard incident reporting and emergency dispatch coverage.
– Hospitality & Hotels – Guest service requests and late-night issue resolution.
– Utilities & Field Services – Power, telecom, or maintenance emergency hotlines.
– Insurance & Claims Services – Handling urgent claims or accidents around the clock.

Any industry where after-hours calls impact safety, trust, or business continuity can benefit from this model.

Designed for Empathy, Built for Scale

What makes this project stand out is the balance of empathy and efficiency. The AI agents don’t just answer phones — they comfort, triage, and act, exactly as a trusted human would.

For Always An Angel, this meant freedom from worry, consistent escalation handling, and stronger client trust.
For their caregivers and families, it meant peace of mind that every call would always be answered with care.

Because in caregiving — and in business — being there matters most.