A first AI Agent for 211.
Many teams have tedious workflows. The kind that has to be done carefully every time and never quite fits into the day, or that overstretches the capacity of the team. AI is the obvious candidate to take some of it on, yet for most organizations that's not the reality yet. Either the tools have not really been put to work, or the experiments are underway but nothing is running reliably enough to count.
The gap is rarely the technology. A recent BDO Canada report found that 46% of Canadian business leaders are experimenting with AI without seeing a return, and only 18% have embedded it into how the work actually gets done. However, getting from a promising pilot to a system the team runs every day is easier said than done, despite that being where the real value is unlocked.
United Way British Columbia is one of the organizations that closed that gap. Their team runs the 211 helpline for the entire province, a database of over 11,000 community resources. To stay accredited through InformUSA they have to validate at least 85% of those records every year, a manually intensive task that was growing difficult to sustain with their existing team. In just six weeks we helped them put their first AI agent into production. It reads each organization's website and pulls the current details for a curator to check and approve. The curators run it day to day and the IT team owns the infrastructure, so the capability to extend it stays within the organization.
"In partnership with Sense & Motion, we focused on improving the sustainability of our curation process as we began applying AI within a core business function. Their expertise enabled rapid delivery, while our team remained closely engaged to build the capability to sustain and evolve the solution. We are now leveraging that experience to utilize AI in developing additional solutions across the organization."
Randy Grixti · Senior Director, IT & Business Intelligence, United Way British Columbia