Australian Red Cross Integrates AI Technology into Its Operations

The Australian Red Cross has made significant strides in its technological capabilities by implementing a series of artificial intelligence (AI) use cases, following an extensive foundational digital transformation. Over the past 18 months, the organization has focused on consolidating its infrastructure into six core systems, while enhancing its data maturity and governance models. This foundational work has set the stage for innovative applications of AI, particularly in transcription and translation.

At the helm of this transformation is Brett Wilson, the Chief Information Officer (CIO) of Red Cross, who recently discussed the organization’s advancements during the Gartner Symposium in the Gold Coast. One of the notable achievements has been the development of a new AI-powered transcription and translation system utilizing Azure Cognitive Services. This system addresses the organization's need to manage a substantial volume of audio files—about 600 daily—that often contain multiple languages.

Previously, the transcription and translation process was time-consuming, requiring the organization to outsource the work. This method involved waiting for up to two weeks for the completed files to return. With the implementation of the AI tool, Red Cross has significantly streamlined this process, achieving an impressive reduction in wait times. Wilson shared that they conservatively estimate a saving of approximately 90 days of waiting time and around 150 hours of administrative effort, translating to over half a year of time saved within just the first two weeks of the system's deployment.

In addition to the transcription tool, Wilson announced another innovative development: an API tool for Auslan translation designed for emergency videos. This tool, created in partnership with Kara Tech, leverages an AI-trained avatar to deliver short video messages in Auslan, eliminating the need to source human Auslan translators during emergencies. This advancement not only improves the accessibility of information during critical situations but also ensures timely communication to individuals who rely on Auslan.

The Red Cross has also introduced an internal natural language processing bot provisionally named 'Ted,' after the organization's well-known trauma teddy bear. This bot is designed to assist Red Cross employees by providing information and facilitating access to various tools and resources. For instance, employees can interact with Ted to provision software or inquire about specific information. Wilson emphasized that as the organization continues to mature, Ted will evolve into a comprehensive source of information across Red Cross, integrating with other systems such as human resources.

The anticipated impact of Ted is substantial, with Wilson estimating that it could save employees a staggering 1.3 million hours of waiting time. This kind of efficiency is vital for an organization with the extensive responsibilities and operational demands of Red Cross.

The groundwork for these AI implementations was laid earlier this year when Wilson revealed the details of Red Cross' comprehensive digital transformation. This transformation effort, which Wilson refers to as the "digital spine," encompassed a complete overhaul of essential platforms such as finance, customer relationship management (CRM), marketing automation, core human resources information systems (HRIS), an enterprise risk platform, and an enterprise data platform.

The organization undertook the ambitious project of delivering these six core platforms simultaneously over a 12-month period. As Wilson described, this task involved navigating and re-organizing the complexities associated with "110 years of worth of legacy" systems. He noted that Red Cross operates across multiple industries, making the integration process even more challenging.

For the digital transformation, Red Cross opted to implement Microsoft Dynamics 365 for its CRM, finance, and marketing automation needs, while adopting Dayforce for its HRIS. To support its enterprise data platform, Microsoft Purview was selected. During this transition, the organization successfully migrated a significant number of records—over 6,000 for CRM alone—and conducted more than 6,000 hours of training, all compressed within the tight timeline of one year.

Despite the considerable progress made, Wilson acknowledged that the organization still has work to do, particularly in rationalizing its remaining applications. He humorously noted the existence of a DOS machine in Tasmania that runs Meals on Wheels, highlighting the challenges of maintaining outdated technology.

With the digital spine established, the focus has now shifted towards maturing data management and governance in preparation for deploying new AI use cases. The organization recognized the necessity of creating structured data and aligning data governance with strategic governance. Wilson emphasized that as Red Cross expands its cloud migration efforts, it is crucial to ensure that data is properly managed and governed to avoid complications in AI output.

He stated, “Without the right foundations in place, you can’t use AI effectively because you’re relying on data that’s going to cause you a problem when it outputs.” This acknowledgment underscores the importance of robust data practices in realizing the full potential of AI technologies.

In summary, the Australian Red Cross is at the forefront of leveraging artificial intelligence to enhance its operational efficiency and service delivery. With the successful completion of its foundational digital spine and the implementation of innovative AI tools, the organization is poised to make significant strides in improving its response capabilities and supporting its staff in their vital work. Through careful planning and execution, the Red Cross is setting an example for how not-for-profit organizations can embrace digital transformation and AI to better serve their communities.