Business challenge
The Salvation Army operates across multiple locations (contact centre and physical) offering financial aid, food relief, and referral services to hundreds of thousands of people every year.
Key challenges
High volumes of complex inquiries, requiring rapid access to policies and support options
Emotional and urgent crisis situations, needing immediate but thoughtful responses
Inaccurate data sources, as many frontline workers are using printed, dated knowledge sources
Time constraints, where efficiency is crucial to providing timely support to those in distress
Solution
AI-Powered Virtual Assistant — With fullstop.ai and Google Cloud
With fullstop.ai and Google Cloud, The Salvation Army implemented a digital Agent Assistant to support staff by providing real-time, AI-powered insights and recommendations to ensure efficient and accurate crisis intervention.
Key Capabilities
Provides real-time support prompts based on the caller’s situation (e.g., emergency relief, housing support, financial assistance)
Uses Google Cloud’s Dialogflow and Knowledge AI to retrieve relevant policies, service eligibility criteria, and case management guidance
Guides caseworkers through structured conversations, ensuring a consistent and empathetic approach
Automates case notes capture and customer messaging by integrating with The Clients support systems
Connects directly to state and local government assistance programs for rapid referrals
Supports multi-channel case handling, including phone, chat, and face-to-face interactions with case managers
Key benefits & impacts
Personnel receive instant recommendations to assist people more effectively
Reduces cognitive load while supporting community members in need
Reduces time spent searching for resources, allowing staff to focus on meaningful conversations
Ensures consistent service delivery, reducing variation in support quality across locations
Operational efficiency & cost savings
Deflects unnecessary escalations by empowering frontline staff with AI-powered insights
Accelerates training for new volunteers and staff by providing real-time coaching
Conclusion
By leveraging fullstop.ai’s Conversational AI solutions and Google Cloud’s advanced AI tools, we've introduced an Agent Assistant that empowers frontline workers to deliver faster, more effective crisis support. The tool ensures caseworkers have real-time access to critical information, enabling them to provide compassionate, accurate, and efficient assistance to those in urgent need.