Case Study

A Lead-and-Hire Operating System for a Home Care Enterprise

A growing home care agency was drowning in inbound calls -- half care inquiries, half job applicants -- and routing both through the same exhausted sales team. We built a unified inbound platform that filters every call, qualifies care leads for sales, screens applicants for HR, and matches candidates against open roles, on a single CRM.

Industry

Home Care Services

Challenge

Call Volume Overload

Timeline

6 Weeks

Coverage

100% Inbound

The Challenge

Lead generation ads were working. The phone was ringing constantly. But there was a problem: both potential clients seeking care services and job applicants looking for employment called the same number. Sales representatives spent the majority of their time figuring out who was calling rather than qualifying leads and booking visits.

The owner put it simply: "Half our calls were people looking for jobs, not services. My sales team spent their whole day talking to applicants instead of families needing care."

Meanwhile, HR had no systematic process to capture applicant information or match candidates with open positions. Qualified applicants were falling through the cracks while qualified leads were going unserved.

What We Built

In a 6-week engagement, we built an AI-powered call handling system with four integrated components:

AI Call Filtering - Automatic intent detection within the first 30 seconds to distinguish between care inquiries and job applicants. Lead Qualification - For care inquiries, the AI captures needs, location, and urgency before transferring qualified prospects directly to sales. Applicant Screening - For job seekers, the AI conducts a structured interview capturing experience, certifications, availability, and location preferences. Automated Job Matching - Daily matching between qualified applicants and available positions, with CRM integration logging full conversation history.

Inbound call routing

Step 1

New call received

AI answers within first 30 seconds. Detects intent automatically.

Care Inquiry

Care Path

Qualify the lead

Capture care needs, location, urgency, decision-maker.

Step 3

Transfer to sales

Only qualified prospects ready to book a visit reach sales.

Job Applicant

HR Path

Structured screening

Experience, certs, availability, location preferences.

Step 3

Match to open role

Daily auto-match against open positions; CRM logged.

Sample call opening

AI greeting and intent detection

Live transcript

Thanks for calling - are you looking for care services for a loved one, or applying for a position with us?

AI greeting, ~1s

I'm looking for help for my mother. She had a fall last week.

I'm so sorry to hear that. Let me get someone on the line who can help - first a few quick questions so they're ready when they pick up. Where is she located, and is she home now or in a facility?

Care path - qualifying, NOT screening

Results

100% call coverage with every inbound call filtered and handled appropriately. Sales team now speaks only to qualified leads ready to book in-home visits. Notable increase in home visits booked through improved routing and faster qualification. Manual applicant sorting completely eliminated, freeing HR for strategic recruitment work. Smart notifications ensure sales receives qualified leads and HR receives matched candidates with zero overlap.

Why This Matters

Home care, staffing agencies, property management firms, and any business that receives mixed-intent inbound volume faces the same problem: valuable sales capacity consumed by sorting instead of selling. The AI filtering layer does not replace human judgment. It ensures human judgment is applied only where it matters: with qualified prospects ready to move forward.

Drowning in inbound volume?

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