F
Family First
The Front Door
 Back
MVP scope · 4-week sprint

One AI-powered front door for every inbound contact.

One number that triages and routes each caller to the right person, in the right place, around the clock - with no additional headcount.

Caller types

  • Enrolment enquiry
    ~25% - new prospective families
  • Existing parent
    Routine contacts: child absence, info shares
  • Colleague / staff
    Staff illness or absence
  • Cold sales
    Screened out before reaching the team

Channels

  • 0330 number
    AI-powered IVR + routing logic
  • Web forms
    Family First site contact forms
  • Zoho web chat
    Same pipeline, same outputs

Outputs

  • Email to the right owner
    Nursery inbox or enrolment partner
  • Zoho Desk ticket
    Categorised with disposition coding
  • SMS to caller
    Booking-tool link or callback confirmation

Success metrics

  • Enquiries answered per call
    Out of hours today: 0% → target 90–100%
  • Sick / absent calls deflected
    Target −75%
  • Places filled without headcount
    Today 70–80% → growing

Human first, always.

Whenever someone is available in hours, the caller speaks to a person. The system steps in to answer, capture, route, and follow up only when no one can take the call.