Outside School Hours Care Provider: Voice AI Agent

Centre managers rang their Directors with every policy question. We built an agent that answers first, in the caller language.

Why it mattered

Directors of Service were spending significant parts of their day on phone calls about incident reporting, leave rules and child safety. That reactive model slows decisions, risks inconsistent answers to the same question, and caps how many services one Director can oversee. Many frontline staff are bilingual or have English as a second language, so dense policy language added friction on top.

What we did

• Grounded the agent in approved policy only. It answers from authorised policies and procedures, not from general knowledge.
• Made it voice-enabled and multilingual. Including Portuguese, Danish, Mandarin, Afrikaans and Zulu.
• Embedded it in a Power App. Staff use it where they already work rather than in another tool.
• Scoped access tightly. Secure access through Microsoft Graph to specific policy libraries, with authentication and least-privilege permissions.
• Applied responsible AI guardrails. Hardened prompts, blocked unsafe outputs and optional transcript retention for audit.

The difference it made

• Routine policy calls deflected, so Directors can oversee more services.
• Consistent answers to the same question, every time it is asked.
• Inclusive access for staff whose first language is not English.
• Better auditability, with a single source of truth behind every answer.
• Reduced risk through scoped access and permissions.