This nonprofit provides phone-based companionship and crisis support to vulnerable communities, including seniors, veterans, and isolated families. Their mission depends on being reachable, responsive, and warm at every interaction.
With JustCall’s AI Voice Agent, they now handle every inbound call with empathy, cover 100% of hours without expanding staff, and have saved over $200,000 in the process.
Challenge: Too many calls. Too few hands. Too much at stake.
The organization supported vulnerable groups from seniors and veterans to single parents and isolated young adults by offering friendly, comforting phone conversations. Some calls were routine check-ins. Others were urgent cries for connection.
But as demand grew, the team faced hard tradeoffs:
- Hiring more people meant high costs and complex scheduling
- Limiting hours meant abandoning those who called late at night, on weekends, or during holidays
- Outsourcing support risked losing the warmth and care that defined their mission
They needed to stay human. But they also needed to scale.
“We weren’t just missing calls. We were missing people. That wasn’t acceptable, but hiring 24/7 staff wasn’t either.”
— Program Director, Nonprofit Organization
How the team found JustCall
The organization turned to JustCall’s AI Voice Agent with one goal: to ensure no call ever went unanswered without sacrificing empathy or blowing up the budget.
But what started as a staffing workaround quickly became something more. The AI agent didn’t just extend availability; it became the consistent, caring voice of the organization.
The AI-driven solution
Here’s how they designed the experience:
24/7 availability without extra staff
JustCall’s AI Voice Agent handled every incoming call, day or night. No voicemails. No shift juggling. Just consistent, professional care.
“The AI became the one person we could count on to always pick up.”
Escalations with empathy and urgency
If a caller expresses signs of distress or high risk, the AI is trained to immediately escalate — either to an on-call staff member or, in serious cases, to 911.
Language support that doesn’t require hiring bilingual teams
The AI agent engages callers in their preferred language without the need to build out a separate language-specific team.
CRM logging + seamless follow-up
Every interaction is logged with context, so human staff are briefed before follow-ups. No repetition. No missed details.
Business impact: Empathy at scale, with massive cost savings
- $200,000+ saved in the first year
→ Avoided hiring two full-time overnight teams
→ No scheduling complexity, no overtime, no facility overhead - 100% call coverage
→ No matter the time, every call gets a response - Consistent caller experience
→ Whether it’s a senior calling for companionship or a parent in crisis, every call is handled with warmth, empathy, and speed - Language inclusivity, without language barriers
→ Broader reach, more inclusive service
Looking ahead: Smarter triage, deeper support
The team is now exploring ways to expand AI agent’s role into outbound wellness checks and warm hand-offs to therapy partners, while continuing to refine its tone, pacing, and human-likeness.
“It’s not just a tool, it’s part of the team.”
