AI Powers New Phase of Operations for Australian Red Cross

The Australian Red Cross has undergone a major digital overhaul, introducing several AI-powered tools after completing what it refers to as its "digital spine." Over an 18-month period, the organization consolidated its infrastructure into six core systems, improving its data maturity and governance. This transformation has enabled the Red Cross to leverage AI for a variety of tasks that have significantly enhanced its operational efficiency.

One of the most notable outcomes of this transformation is the development of an AI-driven transcription and translation system, built using Azure Cognitive Services. This system now handles the transcription and translation of 600 audio files each day, a task that previously required external providers and took up to two weeks to complete. With the introduction of AI, the turnaround time has been drastically reduced, saving the organization an estimated 90 days of waiting time and 150 hours of administrative work within the first two weeks of implementation alone. The system also handles multiple languages, making it a valuable asset in a multilingual environment.

In addition to transcription and translation, the Red Cross has launched an API tool that delivers Auslan translations in emergency videos through an AI-trained avatar. This tool, developed in partnership with Kara Tech, automates the translation process, replacing the need for human Auslan translators during critical situations. This new capability ensures that crucial emergency information can be delivered faster and more reliably to the Australian deaf community.

Another innovation from the Red Cross is an internal natural language processing bot provisionally named ‘Ted,’ after the organization’s well-known trauma teddy. Ted provides information to employees and enables access to various tools and capabilities. It is designed to simplify processes such as software provisioning, allowing employees to request and receive access to software through simple commands. The bot is expected to evolve into a central information hub, integrating with other systems like HR. This system is anticipated to save 1.3 million hours of waiting time for Red Cross staff as it matures and expands.

These advancements come as part of a larger, foundational transformation project within the Red Cross, which saw the organization integrate six major platforms across CRM, finance, marketing, HRIS, enterprise risk, and enterprise data within 12 months. The digital spine model is seen as a solution to the complex structure of the Red Cross, which has been operating for over 110 years and involves a wide range of services and operations. This transformation included the deployment of Dynamics 365 for CRM, finance, and marketing automation, as well as Dayforce for HRIS, and Microsoft Purview to support its enterprise data platform. Migrating 6000 records for CRM alone and conducting over 6000 hours of staff training were key milestones in the process, illustrating the scale of the transformation.

Despite these successes, the Red Cross continues to face challenges related to legacy systems. The organization still operates 250 other applications, some of which are decades old. One of the most striking examples is a DOS-based machine that supports the Meals on Wheels program in Tasmania, which remains in use because there is no viable replacement. This underscores the complexity of modernizing an organization with such deep-rooted infrastructure.

Following the completion of the digital spine, the Red Cross has turned its attention to advancing its data management and governance practices. As the organization increases its cloud usage, managing data securely and effectively across different environments becomes more critical. Establishing a solid foundation in data governance is seen as essential for the successful implementation of AI, as any inaccuracies or weaknesses in data can undermine the effectiveness of AI outputs. By aligning data governance with strategic goals, the Red Cross aims to ensure that its new AI capabilities can deliver reliable and actionable insights.

The introduction of these AI-powered tools is already delivering substantial benefits, from reducing operational inefficiencies to improving the speed and quality of services provided during emergency situations. The Red Cross is now better equipped to handle its diverse range of responsibilities, with AI playing an increasingly important role in its operations. With further development of its digital infrastructure and AI capabilities, the organization is poised to continue enhancing its impact in the years to come.