Success story
Outside School Hours Care Provider: Voice AI Agent
Centre managers rang their Directors with every policy question, slowing decisions across services.
- Client
- Outside School Hours Care Provider
- Industry
- Child services
- Technologies
- Copilot Studio, Power Apps, Microsoft Graph
This client runs outside school hours care services across Australia, with Directors of Service each overseeing several centres and their frontline teams.
The challenge
Directors spent much of each day answering policy calls from centre managers, covering everything from incident reporting to child safety rules. Answers varied between people, and many frontline staff speak English as a second language.
What we did
We built a voice-enabled AI agent, grounded only in the client’s policies, that answers first so Directors do not have to.
We built a voice AI agent that gives centre managers instant, grounded policy answers.
What this involved
- Grounded the agent only in authorised the client policies and procedures.
- Set it to decline questions it cannot answer rather than guess.
- Added voice and multilingual replies, including Portuguese, Mandarin and Afrikaans.
- Embedded the agent in a Power App staff already use.
- Connected it to specific policy libraries through Microsoft Graph with least-privilege access.
- Hardened the prompts against misuse, with transcripts kept for audit.
The results
What Outside School Hours Care Provider got
Directors freed from routine calls
Each Director can safely oversee more services
Consistent answers every time
Grounded in approved policy, with a clear no when unsure
Inclusive for bilingual staff
Voice answers in the language staff prefer
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