The Salvation Army in Australia has saved more than 5,000 staff hours through an AI assistant that answers nine out of 10 questions without needing further support.
The charity revealed the results as technology company ServiceNow announced new developments to its EmployeeWorks platform, designed to help organisations automate everyday tasks and reduce administrative workloads.
The Salvation Army’s AI assistant, named Goldie, has helped frontline staff navigate internal systems more efficiently, freeing up time for work supporting people in need.
Milad Kruze, Chief Information Officer for The Salvation Army Australia, said: “For an organisation built on human connection, our frontline workers shouldn’t be navigating fragmented systems.”
He explained that the charity wanted technology integrated into its existing digital infrastructure rather than introducing disconnected systems.
The results highlight how AI could help charities reduce administrative pressures while allowing employees to focus on delivering essential services.
ServiceNow’s latest developments include AI assistants that employees can customise without coding knowledge, alongside tools that automate repetitive processes and manage complex workplace tasks.
The company says its technology can help organisations improve productivity while maintaining oversight of automated systems.
The Salvation Army’s experience offers an example of how AI can support charitable organisations, with thousands of staff hours potentially redirected towards frontline work and community support.
