Uniting NSW.ACT leverages GenAI to streamline administrative tasks for care workers, enhancing their efficiency and productivity. The 'Buddy' application, built with Azure OpenAI Service, enables mobile access to essential enterprise systems, including human resources and payroll, previously requiring physical presence at a company center. This innovation significantly reduces administrative burdens, freeing up 15-20 minutes daily for employees to focus on quality care and customer interaction. Uniting, a specialist in residential and community care, has a substantial customer base of 160,000, with 118,000 receiving in-home care. The development of Buddy was initiated by Microsoft's interest in care providers embracing generative AI. Over a year, Uniting collaborated with Microsoft partner HSO to create the application's enterprise infrastructure and architecture on Azure. The initial use case focused on improving access to Uniting's policies and procedures, addressing the challenge of locating relevant information. Buddy provides a chatbot interface for scenario-based instructions and voice-to-text transcription of case notes from home visits, eliminating the need for manual typing and reducing administrative time. This innovation not only enhances efficiency but also improves the quality of care by allowing employees to spend more time with customers, aligning with Uniting's goal of providing exceptional care.
