Enhancing BaptistCare’s Service Efficiency with Ask Nova
Overview
BaptistCare is a not-for-profit Christian-based organisation operating across New South Wales, the Australian Capital Territory, and Western Australia. With a strong commitment to delivering people-centred care, BaptistCare provides a range of essential services, including:
Residential Aged Care: Dementia care and palliative care in their facilities.
Home Care Services: Helping individuals stay independent in their own homes.
Retirement Living: Creating vibrant communities for over 55s.
Community Housing: Providing safe and affordable housing solutions.
HopeStreet: Supporting individuals facing poverty and disadvantage.
With a growing demand for streamlined communication and support, BaptistCare sought an innovative solution to enhance efficiency, improve response times, and optimise workforce productivity.
Challenge
As a multi-faceted organisation, BaptistCare needed a solution that could:
Handle a high volume of frequently asked questions from staff and service users.
Automate routine tasks such as scheduling and processing simple transactions.
Improve access to policies and procedures across different teams.
Provide multilingual support and personalised responses.
Ensure seamless integration with existing systems.
Solution: Ask Nova – The Virtual Assistant
In collaboration with QTX, BaptistCare implemented Ask Nova, an AI-powered chatbot designed to optimise workforce efficiency and enhance customer experience. The chatbot’s key functionalities include:
1. Workforce Optimisation
Automates responses to FAQs, reducing the burden on staff.
Handles service inquiries related to policies and procedures.
Provides real-time support for care teams.
2. Task Automation
Schedules appointments efficiently.
Assists with processing simple transactions.
Supports workflow automation for staff operations.
3. Personalisation
Customises responses based on user interactions and data.
Enhances user experience by adapting to individual needs.
4. Multichannel Integration
Available across web, mobile apps, messaging apps (WhatsApp, Messenger, etc.), and voice platforms.
Ensures accessibility for staff and service users on their preferred platforms.
5. Language Support
Enables support in multiple languages to cater to diverse communities.
6. Analytics and Insights
Tracks user interactions, behaviours, and trends.
Provides actionable insights for improving BaptistCare’s services.
Implementation Process
QTX followed a structured approach to ensure the successful deployment of Ask Nova:
Conversational Design – Created intuitive conversational flows and interaction scenarios.
System Integration – Seamlessly integrated Ask Nova with BaptistCare’s existing systems.
Testing and Optimisation – Conducted rigorous testing to ensure reliability and efficiency.
Customisation and Branding – Aligned the chatbot’s tone, style, and personality with BaptistCare’s brand identity.
Ongoing Support and Maintenance – Provided periodic updates, bug fixes, and performance monitoring.
Results & Impact
Since its deployment, Ask Nova has delivered remarkable results for BaptistCare:
6,500 questions answered, significantly reducing staff workload.
100+ weekly users, improving operational efficiency across multiple teams.
Time saved for care staff, allowing them to focus on delivering high-quality care.
Enhanced engagement by providing quick and accurate responses to service inquiries.
Conclusion
Ask Nova has revolutionised the way BaptistCare manages inquiries, schedules tasks, and supports its workforce. By leveraging AI-driven automation, BaptistCare has enhanced service delivery, optimised staff productivity, and improved overall customer experience.
With continuous enhancements and AI-driven improvements, Ask Nova is set to further support BaptistCare in its mission to provide compassionate, people-centred care across its diverse service offerings.