Using AI to support frontline workers with the right problem statement

In this episode of Real Talk: AI in the VPPS, Will Babington, Head of Enabling at the Building and Plumbing Commission, shares how an AI-powered solution helped frontline social workers access critical information faster and with greater confidence. Drawing on his experience leading a major AI project at The Salvation Army, Will discusses how the team focused on solving a real operational challenge- reducing the burden of navigating multiple systems - so staff could spend more time supporting people in crisis.
Speaking with Kate Fraser, Will explores the importance of starting with the problem, not the technology, involving end users in the design process, and ensuring AI enhances rather than replaces human expertise. He also shares practical lessons for leaders looking to implement AI responsibly and at scale.