TADHack-mini Orlando, Legal Aid, Thomas Howe
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Transcript of TADHack-mini Orlando, Legal Aid, Thomas Howe
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TADHACK Orlando
The Hidden High Costs of Living on the EdgeThomas McCarthy-Howe
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$20 an hour is more affordable… if you happen to have $20.
In the last decade, 1.5 million US citizens have experienced homelessness.
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Voice is Expensive for Social Services• Requires people to answer
• People are inherently expensive• One hour of on hold? $20• Orlando LAS: 9:00-12:00, 1:30-3:00
• It only speaks the language you do• And you better hope your agent happens to speak it too
• It forgets everything that’s said• Difficult to keep your notes straight in your backpack
• Difficult to automate, archive, search, share, analyze• Increases external costs to handle the data properly• Decreases efficiency of response.
• Voice is never discrete• There are times and places to stay quiet, to stay safe
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Messaging Changes the Conversation• Messaging Does Not Always Require People• Asynchronous conversations tolerate large delays• Automation using chat bot technology is an additional option
• Messaging speaks the language you do• Human language translation is affordable and “good enough”
• Messaging never forgets• Even when you might. Many homeless with illness and addiction challenges
• Messaging is quiet• Keep people quiet and safe
• FlowRoute APIs make it simple to add messaging to phones • Just enough functionality to consume
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Demo• Text enable existing phone number, change the prompts• Let your customers know they have options
• Send Welcome Announcements for Texters• Let them know someone’s there, and to wait for the answer
• Translate languages for customers and agents• Provide a universal service all who need it
• Make it easy to share information• Setup automations and replies
• Sometimes, you want to talk• Text enable existing number, simple to start voice calls
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Thank you!!!