Zuji for Care Teams

Zuji: A guide for care teams

Welcome. If you are reading this, your organisation is likely using – or considering using – Zuji to support your daily care operations.

It is normal to have questions when new any technology turns up. This page explains exactly what Zuji is, why it is being used, and how it supports – rather than replaces – the essential work you do with clients.

Think of it as a user manual for understanding a new type of team member.

What is Zuji?

Think of Zuji as a digital assistant for your team. It is a computer program capable of making phone calls to clients using a friendly, human-sounding voice.

Zuji is not a robot that visits homes, and it cannot make clinical decisions. Instead, it handles the routine and repetitive phone calls that can take up your day – things like reminding clients about an appointment, letting them know a visit time has changed, or helping to prepare a care plan.

Zuji’s goal: To take care of the phone tag and paperwork so you have more time for face-to-face care with your clients.

How it works

Zuji works alongside your Care Manager or Coordinator. It cannot operate on its own without human instruction.

1. The Setup: Your Care Manager selects a list of clients who need to be called about something specific e.g., a “Wake Up Reminder” or a “Well-being Check”.
2. The Call: Zuji calls the clients. It speaks in a clear, friendly Australian accent, or the client’s chosen language if they cannot speak English. It asks questions just like a human would and listens to the client’s answers.
3. The Result: Zuji writes down everything the client says and sends a summary to your company’s care system.
4. The Escalation: If a client reports a problem – for example, they say they are feeling dizzy or haven’t taken their medication – Zuji immediately alerts your team by email and/or SMS so a human member of the care team can follow up.

What does Zuji sounds like?

Zuji is designed to be respectful and clear with your clients. It always introduces itself as a “virtual assistant” so clients know they are speaking to a system, not a person.

Here are examples of the types of calls Zuji handles:

Why use AI in home aged care?

Care work is demanding. Studies show that care teams can spend up to 35% of their time on administration, scheduling, and other types of routine phone calls.

By using Zuji, your team will:

• Reduce Admin: Less time spent dialing numbers and leaving voicemails means more time with your clients for direct care.
• Improve Safety: Zuji can call every client during a heatwave or emergency to check they are okay—something that is very hard to do manually.
• Catch Issues Early: because Zuji records every word, and scans them for important phrases, it helps ensure nothing is forgotten or missed.

Safety, privacy and risks

We know that trust is the most important part of care. Here is how Zuji handles safety and privacy.

Where is the data kept?

Zuji is built specifically for Australian home aged care. All data, including call recordings and minimal client details, is stored securely in Australia. It is managed according to strict Australian privacy laws.

Can Zuji make mistakes?

Yes. Like any technology, AI is not perfect.

• The Risk: Occasionally, the AI might misunderstand a slang word, or a client might get confused by a call.
• The Safety Net: Zuji cannot make care decisions. It simply gathers information and shares it with the right people. Human team members (like you and your care manager) always review the results and make the final call on what to do next.

Is it secure?

Zuji uses enterprise-grade encryption and reduces the use of sensitive data to an absolute minimum to ensure your client’s information is kept private.

Frequently Asked Questions

Do I have to learn new software?

Most care workers will not need to “operate” Zuji directly. This will be done by your care coordinators and managers in collaboration with you. You will likely see the results of Zuji’s calls appear in your care notes that you already use.

What if a client doesn’t like talking to a machine?

While the results of early testing show that clients appreciate the extra contact, it is to be expected that not everyone will want to talk to a machine. All clients are asked to agree to Zuji being used. At any time, if a client does not want to talk to Zuji, your care coordinator or care manager can turn it off for them. Zuji is only for clients who are comfortable with it.

Will Zuji replace my job?

No. Zuji cannot provide physical care or clinical judgment. It is designed to help care teams focus on the important work of direct care by taking care of repetitive, routine administrative, compliance and clinical tasks. It is a tool to help you, not replace you.

Does Zuji record the calls?

Yes. Every conversation is recorded and transcribed. This protects your organisation and the client by providing an exact record of what was said, which is helpful for updating care plans and investigating incidents.

Still have questions?

If you have specific questions about how Zuji is being used at your workplace, please speak with your Care Manager, visit our Trust centre page or Contact us directly.