How Asbury Methodist Village Automated 700+ Resident Inquiries in a Single Month

The Challenge

Asbury Methodist Village is one of the most respected life plan communities in the mid-Atlantic region — home to hundreds of residents who rely on staff for everything from dining schedules to maintenance requests. But like most senior living communities, Asbury faced a familiar tension: residents expect immediate, accurate answers, and staff time is finite.

Community information — activities, dining menus, wellness programs, event schedules — lived in systems like Go Icon that staff had to manually relay over the phone. Routine calls consumed significant front desk capacity, and residents who called after hours or during busy periods were left waiting. Asbury sought a solution that could deliver instant answers to residents without adding burden to its team.

The Solution

Working alongside ThriveWell Tech — who supported implementation planning, systems coordination, and deployment strategy — Asbury and JoyLiving launched Joy, a voice-enabled resident hotline powered by JoyLiving's conversational AI platform.

Residents call a single, familiar phone number. Joy answers every call — 24 hours a day, 7 days a week — and holds a natural conversation to understand what the resident needs. There are no apps to download, no portals to navigate, and no hold music. Just a phone call.

The deployment includes a live integration with Go Icon, allowing Joy to pull real-time activity, event, and dining data directly — so answers are always current, not stale. JoyLiving also completed its integration with TELS maintenance management software, enabling residents to submit and track maintenance requests entirely through a phone call.

The Results

In its first full month of operation, Joy handled more than 700 resident inquiries at Asbury Methodist Village. Seven out of ten of those conversations were resolved entirely by Joy — without any staff involvement. Residents received immediate, accurate answers at any hour.

The remaining 30% of calls that required human follow-up arrived at staff with full context already captured — reducing the time staff spent re-gathering information and allowing them to focus on higher-touch interactions that genuinely need human judgment.