The challenge
Trust cannot be built through notices alone.
A one-off invitation could tell seniors what was happening, but it could not create the familiarity that makes it easier to say yes. Tzu Chi needed a way to stay in touch, learn what mattered to each person and build trust over time.
The service
Each exchange started with a short check-in.
Seniors could reply in text or by voice note. The service picked up interests from the exchange and suggested a centre activity when there was a match. Staff could see the conversation and step in.
- 01
Start a conversation
Send a short check-in that is easy to answer.
- 02
Note interests
Record activities and topics mentioned in the replies.
- 03
Suggest an activity
Share a programme when it matches an interest.
- 04
Hand over to staff
Provide the conversation history when follow-up is needed.
What happened
Participation rose by 50%.
Source: The Straits Times, 26 August 2026.
Where staff came in
Staff kept control of the follow-up.
The service handled check-ins, interpreted replies and transcribed voice notes. Staff reviewed the context and decided what to do next.
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