Use Case · Voice & Chat
An incident at half nine doesn't wait for Monday.
An out-of-hours line that answers the moment a site incident lands: checks the casualty is safe, captures a clean record, and escalates to the duty manager and SHE lead while the caller is still on the phone.
The problem
The worst calls come after the office shuts.
A fall, a near miss, a flood in a plant room. After hours it goes to a personal mobile that might be in a cinema, or to a voicemail no one hears until morning. The first details get lost, the escalation is late, and the record that RIDDOR depends on was never properly taken.
Out of hours · 21:34
- Voicemail Duty mobile · unanswered
- Lost First account of the incident
- Late SHE lead notified next morning
- Gap No timestamped record
How Ryku.Ai handles it
Safety first, record second, escalate in seconds.
The agent answers calmly, checks the casualty is conscious and the area made safe, and tells the caller to dial 999 if there's any doubt. It logs a timestamped, RIDDOR-ready record, opens an incident reference, texts the caller for photos, and pages the duty manager and SHE lead at once.
The transcript
A low-level fall on site, reported at night.
- Ryku.AiCalder Mechanical out-of-hours line, this call is recorded. What's happened?
- CallerThere's been an incident at the Eastgate site. One of the lads has come off a step-up platform and hurt his wrist. It's about half nine.
- Ryku.AiUnderstood. First, is he conscious and breathing, and is someone with him right now?
- CallerYeah, he's conscious, talking, his mate's with him. It's just the wrist, it's swollen up.
- Ryku.AiGood. If there's any doubt at all, call 999 first. Has the area been made safe and the platform isolated?
- CallerYeah, we've taped it off.
- Ryku.AiThank you. I'm logging this as a RIDDOR-check incident at Eastgate, 21:34, suspected wrist fracture from a low-level fall. I'm notifying the duty manager and the SHE lead now, and I'll text you the reference for the photos.
- CallerAlright, good.
- Ryku.AiReference is HSE-2271. Keep him still and warm, send the photos to the number I've texted, and the duty manager will call you within fifteen minutes.
Get started
Make sure the worst call is the one you handle best.
Hear the out-of-hours agent triage an incident in a live demo, or book a short call and we'll set it up around your escalation chain.