- Case Study — Information & Referral
From Voicemail to 24/7 Access
- Direct Advocacy and Resource Center
- Tucson, Arizona
- AI Chatbot & Automation
The Challenge
Staff at Direct Advocacy and Resource Center in Tucson, along with many other organizations, spend significant time every day manually searching files and databases for resources that are requested by individuals in need. These include housing, food, shelter and many others.
Meanwhile, community members in crisis often call after 5 o’clock, on weekends, or when staff are unavailable, hitting a voicemail dead-end and waiting for a call back.
The Solution
NonprofitNext developed a chatbot for DIRECT that serves two distinct user groups. It is built on a custom knowledge base that includes hundreds of service providers and resources in their service area. Information included in the knowledge base is easily updated. The chatbot also has the ability to conduct limited online research to clarify any questions or uncertainty related to a specific record.
1
For Staff
The chatbot supports the everyday work of the organization’s employees. It draws from a custom knowledge base, retrieving information and resources during client phone calls and meetings so that staff can focus on the human connection rather than digging through files and databases. Team members can access information quickly and efficiently — saving time and reducing burnout.
2
For the Community
The chatbot provides the same level of access and information for individuals in the community. After providing basic demographic information required by funders, individuals are able to ask questions and gain access to hundreds of resources. The chatbot responds to natural language questions (“Where can I get a food box?”) and provides referrals instantly, anytime.
The Result
- Information is no longer siloed behind office hours. Individuals are empowered to access the information they need anytime.
- Staff can quickly access relevant and timely information while the backlog of voicemails is reduced — allowing staff to focus on the more complex requests.
Organization
Providing information and referral, advocacy and independent living services for individuals in Tucson and South East Arizona.
Key Outcomes
- 24/7 community access
- Reduced voicemail backlog
- Staff burnout reduced
- Instant resource referrals
Tools Used For This Project