Lucinda Rouse and Emily Harle are joined by Stuart Pearson, head of innovation at Citizens Advice Stockport, Oldham, Rochdale and Trafford, and Zoe Amar, founder of the digital consultancy Zoe Amar Digital.

Stuart explains how Citizens Advice developed Caddy, an internal-facing AI-powered chatbot that provides information to the charity’s advisers and eases demand on supervisors fielding high volumes of requests.

Zoe sheds light on the skills gap preventing some charities from progressing with AI adoption. She outlines the principles of using AI responsibly and ensuring its roll-out is consistent with organisational values.

They both stress the importance of continuing human involvement, from the development to the implementation of AI tools to support the delivery of charitable services.

Further reading

• Zoe’s article on disintermediation
• The Citizens Advice Caddy tool
• Zoe Amar Digital’s AI Leadership Essentials videos 
• Research on the success rates of AI pilots by the Massachusetts Institute of Technology
• Emily’s feature: How can charities combat misinformation?

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