Nationwide long-term care chain deploys Qubby: 24/7 inquiry line, conversion +38%

This long-term care chain, with more than 30 service locations nationwide, faced a tricky contradiction: inquiry peaks fell during families' work hours and after 8 p.m. — exactly when on-site administrative staff were busiest and least able to answer. After deploying the Qubby AI customer-service platform, the situation flipped completely.

Pain point: 40% of inquiry calls lost outright

Before AI, internal data showed an average of 40% of inquiry calls were missed at peak times, and over 60% of those families would dial a competitor right after hanging up — handing away the first-contact opportunity. Even when answered, live agents juggling multiple calls saw average response times stretch past 90 seconds, a poor customer experience.

• 40% miss rate at peaks; families can't talk long during work hours
• Live agents can take only one call at a time, with no one to answer after hours at night
• Repetitive questions (fees, availability, eligible subsidies) make up 70% of inquiries
• Customer data scattered across LINE / paper / Excel, with no way to track follow-up

Solution: Qubby answers across channels in parallel

OSENSE consultants spent a week uploading the chain's existing FAQs, fee tables, location info, and government-subsidy process documents to the Qubby knowledge core. After AI built the conversation flow automatically, it went live across three channels in sync — phone, LINE, and website Web Chat.

Qubby AI can handle 30 calls at once, answering common questions within 200 milliseconds; only in-depth consults needing on-site assessment, cross-county referral, or special-care needs are smartly routed to a live agent. All conversations are automatically written to the chain's own CRM, with complete records for follow-up and remarketing.

「We originally expected to be happy if AI could handle about 30% of questions — the actual first-month number was 78%. Families were actually more willing to ask questions, because they weren't bothering anyone.」

— Customer-side COO

Results: stable numbers within three months

Three months after launch, the chain's inquiry-call pickup rate rose from 60% to 99.2%, and after-hours (18:00–08:00) inquiry volume grew from nearly zero to 22% of the total — with a higher conversion rate than daytime. Overall inquiry conversion rose 38%, equivalent to 200+ more qualified new customers per month, while live-agent pressure dropped sharply.