We launched our phone agent Riley last August. The standard way sophisticated companies handle their phone calls is well established — everyone knows the playbook. You call in and get a phone tree. Press 1, press 2, press 1. You get put on hold. Maybe, if you're lucky, your call gets picked up after a while. If you're not, you leave a voicemail into the void.
In home care, that voicemail can mean grandma ends up in the hospital.
“In home care, reliability isn't a nice-to-have. It's everything.”
Riley changed this paradigm. Our voice agent is empowered. You can call in and get your schedule, call out sick, request a shift change — anything. Our backend agents take it from there.
As those backend agents grew more sophisticated, they started making outbound calls too: filling open shifts, following up on critical communications, closing the loop on things that used to fall through the cracks. Our phone operations didn't just grow – they exploded.
That's when the reliability issues started. And in home care, reliability isn't a nice-to-have. It's everything.
Finding the right infrastructure partner
So we went looking for the best infrastructure partner... ElevenLabs was the clear frontrunner. HIPAA-compliant, natural turn-taking, conversations that actually feel human. We had a working prototype fast, and went to full production cutover in two weeks.
ElevenLabs was the clear frontrunner.
HIPAA-compliant by design
Patient data and care schedules require enterprise-grade compliance. ElevenLabs met this from day one.Natural turn-taking
Conversations feel fluid no robotic pauses, no awkward interruptions. The technology mirrors how people actually talk.Speed to production
We had a working prototype fast. Full production cutover — from first demo to every call handled live completed in two weeks
What happened next
The response from customers was immediate.
By the end of March, our daily call volume was 3x the peak we'd hit at the end of December.
Patients were calling Riley and not realizing they weren't talking to a person. They were just having a conversation.
Why this matters in home care
Home care is a very human business, and the bar it demands is high. You are entering someone's home. You are caring for someone's mother. The 1AM emergency call cannot go unanswered. The open shift cannot go unfilled because no one picked up the phone.
Zingage ensures every call is answered, triaged immediately, and acted on – autonomously where possible, escalated to a human where it matters. Our customers no longer have to worry about the 1AM emergency phone call going unanswered. They trust that Zingage’s agents act with clarity and more importantly with empathy for their patients.
What’s most important is that they can get back to what they actually got into this business for: care.
Get a call from Riley right now, or schedule a full platform demo with our team.
HIPAA Compliant
SOC 2 Type II
99.99% Uptime