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Help & Support

Frequently Asked Questions

To help you maximise your experience with GenieConnect, we’ve put together some frequently asked questions. If you’d like to ask us a question that has not been answered on this page, please get in contact and let us know. We would be delighted to help and support you.

What is GenieConnect and what can it do for me and my family?

Service Robotics Ltd (SRL) has developed GenieConnect®, a revolutionary managed service to help older adults live independently in their own homes, by offering voice-enabled face-to-face human support through our visually appealing desktop Genie robot. Our focus is first and foremost on loneliness alleviation, and secondarily on health and wellness management.

How does GenieConnect® help care providers?

Using Genie’s video-calling capabilities, Care Providers can conduct a proportion of their care visits virtually. For example, 15-minute medication compliance visits could be completed by a video call with some individuals. Video calling allows for easily accessible contact, companionship, support and advice to the user. Daily check-ins using Genie’s mood sensing capabilities provide carers, family, and friends with insight into how the user feels today whilst maintaining the users’ independence.

How does GenieConnect® help the user connect with the outside world?

With GenieConnect®, the user and their family can communicate using video calling, free of charge, whenever they wish. Friends and family or carers are able to load a companion application on their phone or tablet that allows them to make or receive calls with the user and to share content such as pictures or music etc. If the GenieConnect® user allows it, these companions can also schedule appointments, set reminders and alarms for the GenieConnect® user.

What services can the GenieConnect® user access?

Along with video calling to family, friends and carers, GenieConnect® includes a range of entertainment services such as Radio channels, information services such as daily weather updates and the time.

How does the carer connect with the GenieConnect® user?

The care portal allows the carer to schedule and execute Remote Care visits, medication reminders and health check-ins from the office. The care portal works in parallel with the companion app to deliver better care services on the go such as welfare and companionship video calls, and daily carer updates ahead of visits.

What other support can care providers offer?

With the help of the GenieConnect® care portal, Care Providers can support with additional care support services. Users can access Remote Care calls by simply asking Genie to connect with the Care Centre, where any questions or issues can be addressed by a human agent, who is also available for companionship.

What if the user is not very good with technology, is that a problem?

GenieConnect® is easy to use by either voice command or touch screen input. The user doesn’t need to be technologically savvy to use the GenieConnect® service. If the user forgets the voice commands, Genie can be asked to show a list or links to a video on how to use its features.

How secure is the user's privacy?

GenieConnect® is smart but not intrusive. Genie only wakes up when the wake word is spoken and deals with many requests locally. Data or recordings are not sent to the Cloud, unlike most smart speakers, until a specific action requires it, so the user can relax knowing that GenieConnect® is not eavesdropping.

Can GenieConnect® help with appointment reminders?

GenieConnect® reminds the user when it is time to take medication or other appointments. The user, family or carer can set reminders using the companion app, care portal or directly to Genie.

As a Care provider, how can I provide GenieConnect® as a service?

Please speak with a team member by booking a demo on our website, or contact us directly. We will guide you through the value of GenieConnect®, including the care portal, companion app and Genie’s features.

Who can I contact if I have questions about or problems with the GenieConnect® service?

Please contact Service Robotics Ltd through the Contact form. We will answer your enquiry as soon as possible and normally in no more than 2 working days.

If your question is urgent you can call Service Robotics Ltd on 0117 428 5770.

How does GenieConnect® help to reduce loneliness?

With GenieConnect®, the user and their family can communicate using video calling, free of charge, whenever they wish. With a companion app friends, family or carers can make or receive calls with the user and share content such as pictures or music.

What is GenieConnect® and what can it do for me and my family?

GenieConnect® is a digital companion for Remote Care to help older adults live independently for longer while reducing the impact of loneliness. Allowing the user to connect with friends, family and carers from the comfort of their home using video calls, health check-ins and medication reminders.

How do I order a GenieConnect® for myself or family member?

GenieConnect® is a business-to-business offering. With the support of health and social care providers, older adults are fully supported and have companionship with the care provider.

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Our users’ experiences

Take a look at what our users’ have to say about GenieConnect®

“It is nice to be able to speak to and see someone. The video allows me to see the user and check that they are in good health”

Care Manager