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People AI · Case study · September 2026
Sarah, an AI receptionist on two assisted-living phone lines
Eight weeks of production use at Pine Lodge and Reunion Inn, Texas. What was deployed, how outcomes were measured, and what the records show.
Summary. Sarah answers the main telephone lines of two small assisted-living communities with a combined census of 48. Between 14 July and 7 September 2026 she answered 2,856 calls from 2,050 distinct numbers, 388 of them (13.6%) outside the 6 am to 5:30 pm office day or at weekends. Callers asked for a member of staff 721 times; 546 (76%) were connected, and when a transfer failed a message was taken in 160 of 175 cases. In all, 224 messages were written up and emailed, and 72% of calls were handled without any staff involvement. The calls represent about 39 hours of receptionist time a month across both communities, roughly $4,700 at the $2 an active minute a front desk or virtual receptionist service conventionally charges. The study's main finding is coverage and capture: every call answered, at every hour, with a record of who called, what they asked and what happened next.
- Setting
- Two licensed assisted-living communities, East Texas, one owner-operator. About 21 and 27 residents.
- Period
- 14 July to 7 September 2026, 56 days. Both lines.
- Data
- Every row of the production call record to 2:38 pm Central on 7 September 2026. Times in America/Chicago.
Key figures
| Measure | Value | Basis |
|---|---|---|
| Calls answered, both lines, 56 days | 2,856 | Measured |
| Distinct calling numbers | 2,050 | Measured |
| Calls outside the office day or at weekends | 388 (13.6%) | Measured |
| Transfers connected | 546 of 721 (76%) | Measured |
| Failed transfers that became a message | 160 of 175 | Measured |
| Messages written up and emailed | 224 | Measured |
| Calls needing no member of staff | 2,071 (72%) | Measured; includes 677 calls under 15 s |
| Receptionist time represented, per month | 39 hours | Estimate: talk time + 1 min per call ≥ 15 s |
| Saving per month, both communities | about $4,700 | What the same minutes cost from a receptionist service: 2,350 active minutes × $2.00 |
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