Hayylo Launches AI Voice Platform to Enhance Home Care

FOR IMMEDIATE RELEASE

Melbourne-Based Innovators Take On the Aged Care Sector's Communication Crisis

With Support at Home reforms tightening margins and lifting compliance costs across home care, Melbourne technology company Hayylo launches an Australian-built AI voice platform designed to ease the pressure on providers and improve the experience for older Australians

Melbourne, Australia — As the Australian Government continues to navigate the complexities of the Support at Home reforms, and as home care providers across the country grapple with tighter margins, a 10% care management cap, and rising compliance demands, Melbourne-based technology company Hayylo today announced the launch of Hayylo Voice — a homegrown AI voice platform built to take the pressure off provider call centres and deliver a better experience to the older Australians they serve.

The launch arrives at a critical moment for the sector. Providers are being asked to do more with less, while client expectations — driven by family members who manage care from interstate and across generations — continue to rise. Inbound calls remain the highest-volume, highest-cost channel for the majority of providers. Most of those calls are routine. None of them have been adequately addressed by the digital tools currently on the market.

Hayylo Voice is designed to change that.

An Australian Solution for an Australian Problem

Hayylo is one of the few technology companies purpose-built for the Australian care sector. Headquartered in Melbourne and operating across the country, the company is the leading self-service and proactive engagement platform for care, supporting providers to communicate with clients across app, SMS, and voice channels.

The company has been operating automated voice technology since 2021, processing thousands of real care-related calls and building a deep understanding of how older Australians communicate with their providers. That four-year foundation underpins the launch of Hayylo Voice — a next-generation conversational AI platform configured specifically for the realities of Australian home care.

"The sector is under genuine pressure right now, and providers are looking for solutions that actually move the needle — not another portal, not another dashboard," said Greg Satur, CEO of Hayylo. "Hayylo Voice was built for this moment. It takes the routine call volume off provider teams, gives older Australians a phone experience that respects them, and connects to the systems providers already have. There is no overhaul required."

The Numbers Behind the Pressure

Home care providers across Australia field thousands of inbound calls every month. The majority are routine — clients and their families asking who is coming, when they are arriving, or whether a visit can be moved.

When fully loaded — labour, system overhead, disruption to scheduling teams managing constantly shifting rosters — each inbound enquiry costs providers between $7 and $10 to handle. Across thousands of calls a year, that volume represents a measurable, recurring cost that now sits squarely inside the 10% care management cap introduced under Support at Home.

Hayylo's data indicates that more than 60% of inbound calls fall into routine categories that Hayylo Voice is designed to resolve entirely, with a projected 50% reduction in calls reaching provider teams.

How Hayylo Voice Works

Hayylo Voice answers inbound client calls and holds a genuine conversation in the client's language. It is not a menu system. Clients are not asked to press numbers or navigate prompts. They speak naturally, and the platform responds — identifying the caller, accessing their live information, applying the provider's specific business rules, and resolving the enquiry.

Before going live, Hayylo Voice is configured to each provider's operating environment. It understands short notice cancellation policies, visit change rules, and escalation pathways. It knows which questions it is authorised to handle and which require a person. It applies that logic consistently, across every call, in every language, without variation.

When a call requires human support, Hayylo Voice calls the relevant staff member first. Before the client is connected, the staff member can ask the assistant anything they need to know about the call. They arrive at the conversation fully briefed, through a natural exchange, without opening a system or reading a screen. Hayylo calls this Intelligent Handoff — and it is the feature that makes a zero-training rollout genuinely achievable for provider teams.

The platform connects to any existing phone infrastructure, including Genesys, Mitel, and Microsoft Teams, without requiring providers to change their current systems.

Built in Melbourne. Supporting Older Australians Nationally.

Hayylo's core platform has already reduced admin and scheduling team effort by 50% for providers who have fully adopted it, automating between 50% and 60% of all outbound service communication across digital channels. The launch of Hayylo Voice extends that impact to the inbound phone line — a channel that remains the primary point of contact for a significant portion of older Australians, regardless of how digital their provider's offering becomes.

"Older Australians call. That isn't going to change, and it shouldn't have to," Satur said. "Our job is to make sure that when they do, they reach an experience that is warm, capable, and connected to the care they're receiving. That's what Hayylo Voice delivers."

Available Now

Hayylo Voice is available now to home care providers across Australia. It can be deployed as a standalone solution or alongside the broader Hayylo platform, and it is designed to work with any existing care management or phone system.

For more information, demonstrations, or media enquiries, please contact Hayylo directly.

Automated Voice — Hayylo | hello@hayylo.com

About Hayylo: Hayylo is Australia's leading self-service and proactive engagement platform for home care. Headquartered in Melbourne, the company is purpose-built for the Australian aged care sector and supports providers nationally to deliver consistent, high-quality client communication across every channel — reducing admin burden, improving client experience, and giving care teams the capacity to focus on what matters most.

Media Contact Hayylo hello@hayylo.com Hayylo — The Communication Platform for Home Care