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Call Handling & Case Management Flow ​

This document describes the complete process for receiving, handling, and resolving cases within the Helpline Service System. It integrates AI-assisted call handling with structured case management, ensuring every caller receives timely, accurate, and confidential support.

1. Introduction & Engagement ​

  • Incoming Call/Contact Capture:

    • The system automatically logs the call/chat/email with a unique case ID.
    • Caller ID, location (if available), and channel type are recorded.
    • AI-powered speech recognition starts real-time transcription for calls.

  • Greeting & Rapport Building:

    • The operator (or AI virtual assistant) greets the caller warmly and establishes trust.
    • The system displays caller history (if any) and relevant risk flags.

2. Assessment ​

  • Triage & Risk Evaluation:

    • AI sentiment and keyword analysis highlight potential urgency or risk indicators.
    • Operator verifies safety and well-being, prioritizing emergencies.
    • System prompts standard assessment questions based on the caller’s issue type.

  • Decision Support:

    • AI suggests relevant case categories and possible interventions.
    • Operator confirms or adjusts categorization before proceeding.

3. Case Action Planning ​

  • Collaborative Plan Drafting:

    • Operator and AI propose a step-by-step response plan.
    • Includes immediate actions, referrals, and follow-up requirements.
    • System generates action items with responsible parties and timelines.

  • Resource Matching:

    • The system integrates with referral directories to recommend partner agencies.
    • AI pre-fills referral forms or guidance notes.

4. Action Plan Implementation ​

  • Task Execution:
    • Actions assigned to helpline staff or partner agencies are tracked in real time.
    • The system sends automated notifications, reminders, and escalations.
    • AI monitors progress and alerts for delays or missed deadlines.

5. Case Follow-Up ​

  • Scheduled Check-Ins:

    • The system auto-schedules follow-up calls, messages, or visits.
    • AI prepares a summary of case status before the follow-up interaction.

  • Outcome Review:

    • Operators capture updates, changes in risk level, and caller feedback.
    • AI suggests adjustments to the action plan if required.

6. Case Closure ​

  • Resolution Confirmation:

    • Operator ensures all agreed actions are completed.
    • Caller confirms that the support provided has met their needs.

  • Final Documentation:

    • The system compiles a closure report with AI-generated summaries.
    • Data is anonymized for analytics and quality assurance.

System Highlights ​

  • AI-Enhanced Operator Support: Real-time transcription, translation, sentiment analysis, and case categorization.
  • Integrated Case Management: Seamless movement from first contact to closure.
  • Multi-Channel Support: Voice, chat, SMS, email, and web-based requests.
  • Data-Driven Insights: Automatic reporting and trend analysis for decision-makers.