The same five questions, all day, every day.
Computers 2 Kids (C2K) is a San Diego-based nonprofit that puts low-cost refurbished computers in the hands of families who need them most. Their mission is straightforward, but the operations behind it were getting squeezed.
Every day, 5 to 10 people would call the programs line asking the exact same questions: What is the TAP program? Do I qualify? How much does it cost? How do I register? A single staff member fielded every one of those calls, walking each caller through the same explanation from memory, then manually texting them the registration link before wrapping up.
This process repeated itself dozens of times a week. Each call that came in was another interruption. The team had real work to do, supporting families, processing applications, coordinating logistics, but the phone kept pulling them back. After hours and on weekends, callers got nothing. No answer, no voicemail follow-up system, no record that they had ever called. Families who needed help most were simply not getting through.
An AI agent that knows everything and never clocks out.
Hashing AI deployed Cora, an AI voice agent built on top of C2K's existing knowledge: their website content, FAQ script, program details, pricing, eligibility requirements, and common tech support scenarios.
When someone calls the programs line now, Cora answers within two seconds. It handles questions about the TAP program, eligibility, pricing, registration, tech support, donation drop-offs, volunteering, and the eBay store. For callers who need a link, Cora texts it to them mid-call so they never have to write anything down. For callers with complex situations that genuinely need a human, Cora routes the call to the right team.
When no one is available, after hours, on weekends, during busy periods, Cora collects the caller's name, phone number, and question, logs the record automatically, and sends an email notification to the right staff member so no one falls through the cracks. Existing phone numbers stayed exactly as they were. Nothing about the caller's experience changed except that someone finally picked up.
SMS Links Mid-Call
Texts registration links, Give Now, eBay store, and volunteer pages to callers while they're still on the line.
Smart Call Routing
Transfers live to Programs, Tech Support, or Donations, and gracefully handles failed transfers.
After-Hours Coverage
Answers common questions 24/7. When a transfer isn't possible, collects name, number, and question and logs everything.
Tech Support Triage
Walks callers through Wi-Fi, boot, password, and hardware issues step by step before escalating.
Bilingual: English & Spanish
Detects caller language automatically and continues the conversation fluently in either.
Escalation Logging
Every unresolved call is logged to a Google Sheet and triggers an email to the right team member.
Safety Awareness
Recognizes emergency signals, smoke, fumes, dizziness, and directs callers to safety before any troubleshooting.
