UN pension fund case study highlights ServiceNow CRM rollout

An AI for Good Global Summit 2026 session will examine how the UN Joint Staff Pension Fund used AI and ServiceNow-based CRM tools to support digital services for more than 250,000 beneficiaries.

The session, titled How AI + ServiceNow powers UNJSPF for 250K+ beneficiaries, is scheduled for 7 July on the Solutions Stage.

According to the session description, the case study will focus on how AI and ServiceNow CRM were combined through NPSM, described as an AI-native platform built on ServiceNow.

Organisers say the implementation supported unified workflows, intelligent automation, improved visibility and a better user experience.

The session will also examine how the platform was designed to meet the security, scale and operational requirements of a UN system serving diverse stakeholders worldwide.

The case study is expected to offer lessons for nonprofits and humanitarian organisations seeking to move away from fragmented systems and simplify service delivery.

It will frame AI-enabled CRM and workflow automation as tools for reducing operational complexity and enabling organisations to allocate more resources to mission delivery.

Why does it matter?

The session shows how AI-enabled CRM and workflow tools are moving into large public-interest institutions, not only commercial customer service. For UN agencies, pension funds and nonprofits, the main question is whether such platforms can simplify operations while preserving security, accountability, data protection and reliable service delivery on a global scale. The case is useful, but it should be read as a platform case study rather than independent proof of measured impact.

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UNCTAD says digital divide goes beyond internet access

UNCTAD has warned that closing the digital divide now requires more than expanding internet access, as AI reshapes trade, production and development prospects.

The organisation said digital inclusion increasingly depends on whether developing countries can use digital tools and AI to build productive capacity, support local firms, create jobs and expand trade opportunities.

Its analysis argues that digital skills, institutional capacity, data governance and fairer participation in the digital economy must match connectivity.

UNCTAD said developing countries need stronger local expertise and greater influence over how data is governed, rather than relying only on digital trade arrangements shaped by larger economies.

Building domestic AI and data capacity through skills development, technology transfer and policy support could reduce long-term dependence on foreign platforms, infrastructure and funding.

The article also points to examples of national capacity-building, including Ghana’s efforts to develop local technical expertise for digital policy.

UNCTAD also pointed out its work on e-commerce, digital trade, data governance and the digital economy supports countries in identifying policy options suited to their development needs.

The organisation also highlighted tools such as its Frontier Technologies Readiness Index and Science, Technology and Innovation Policy Reviews as ways to help governments assess readiness and strengthen digital policy.

Why does it matter?

UNCTAD’s framing shows that the digital divide is becoming a question of capability rather than connectivity alone. Countries may have internet access but still lack the skills, institutions, data governance and domestic technology base needed to benefit from AI-driven economic change. The issue is therefore moving from infrastructure policy into trade, development, technology transfer and digital sovereignty debates. For developing countries, the risk is not only being offline, but also being dependent on external platforms and excluded from shaping the rules and value chains of the AI economy.

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AI governance must move from principles to practical action, UN dialogue hears

Bridging the global AI divide will require much more than expanding access to AI tools, participants heard during a thematic session of the United Nations Global Dialogue on AI Governance. Speakers argued that countries need digital infrastructure, reliable electricity, skilled workforces, trusted institutions and governance capacity if they are to shape AI on their own terms rather than simply consume technologies developed elsewhere.

Throughout the discussion, governments, UN agencies, academics and industry representatives stressed that the next phase of AI governance should focus on implementation. They called for stronger international cooperation, investment in local capabilities and practical measures to ensure AI contributes to sustainable development instead of reinforcing existing inequalities.

Capacity building means creating AI, not just using it

Opening the session, Robert Opp of the UN Development Programme (UNDP) argued that the world is moving from a digital divide to an AI divide, one shaped not only by access to technology but also by countries’ ability to adopt, govern and develop AI responsibly.

Loretta Hieber Girardet of the UN Office for Disaster Risk Reduction (UNDRR) added that governments need trusted institutions, robust data systems and technical expertise if AI is to improve disaster resilience and public services.

The session’s co-chairs, Rashid Khan, Co-Founder of Yellow.ai, and Mark Alexandre Doumba, Gabon’s Minister of Digital Economy and Innovation, reinforced that message by arguing that AI governance should now move beyond high-level principles towards practical action. Khan said the challenge is no longer agreeing that AI should be inclusive and trustworthy, but creating the standards, infrastructure and skills needed to make those principles meaningful.

Doumba argued that developing countries should not try to replicate the resource-intensive path taken by major AI powers. Instead, they should build AI ecosystems suited to their own economies, languages and cultural contexts.

‘We should not measure success by who builds the biggest models,’ he suggested, but by whether AI creates jobs, improves public services and supports local innovation.

Several participants also stressed that capacity development must extend far beyond basic AI literacy. Shikoh Gitau argued that countries should become creators of AI rather than passive users, describing the goal as building AI ‘for us, by us’. That requires investment not only in technical skills, but also in research, standards, financing and local entrepreneurial ecosystems.

Government representatives echoed that assessment. Speakers from South Africa, Bangladesh, Nepal, Oman and Ethiopia all identified electricity, connectivity, computing power, public-sector capacity and access to quality data as essential foundations for meaningful AI participation.

Environmental sustainability moves to the centre of AI governance

One of the strongest themes throughout the discussion was that environmental sustainability should no longer be treated as a secondary issue in AI governance.

The UN Environment Programme (UNEP) argued that AI depends on extensive use of electricity, water, minerals and manufacturing while also generating growing volumes of electronic waste. Because these impacts extend across entire supply chains, speakers said governance should address AI’s full environmental lifecycle rather than focusing solely on the operation of AI models.

Participants also highlighted questions of environmental justice. Several speakers warned that many of the environmental costs associated with AI infrastructure, including mining, water consumption and waste, are disproportionately borne by communities in developing countries that receive relatively few of AI’s economic benefits.

Rather than assuming AI will automatically solve environmental challenges, panellists called for internationally comparable methods to measure AI’s environmental footprint, greater transparency from technology companies and stronger accountability across supply chains.

The discussion reflected a broader shift in international AI policy debates, with environmental sustainability increasingly treated as a core governance issue alongside safety, human rights and economic development.

Local languages and cultures must shape AI development

Another recurring message was that AI will only become genuinely global if it better reflects the world’s linguistic and cultural diversity.

Estonian President Alar Karis described how Estonia has invested heavily to ensure that AI systems can operate effectively in the Estonian language, despite the country’s relatively small population. Alongside partnerships with companies such as OpenAI and Google, Estonia has focused on training teachers, integrating AI into education and ensuring that modern Estonian-language content remains available for future AI systems.

Other speakers argued that similar efforts are needed worldwide. They noted that current AI models overwhelmingly favour dominant languages, leaving thousands of languages and many indigenous knowledge systems largely excluded from the AI ecosystem.

Several participants warned that countries lacking local datasets, evaluation benchmarks and language resources risk becoming dependent on technologies designed for entirely different cultural contexts.

The discussion also highlighted the importance of standards and international cooperation. UNESCO presented its ongoing work to implement its Recommendation on the Ethics of Artificial Intelligence through large-scale training programmes, language-diversity initiatives and AI competency frameworks for teachers and public officials.

Meanwhile, standards experts argued that participation in international standard-setting should itself be viewed as a form of capacity development, enabling developing countries to help shape the technical foundations of future AI systems.

Trust, children’s rights and implementation now take priority

Beyond infrastructure and capacity, speakers repeatedly argued that trust will determine whether AI delivers a broad public benefit. Participants emphasised that trustworthy AI requires transparent governance, accountable institutions and meaningful public oversight rather than technical performance alone.

Children’s rights received particular attention during the session. UNICEF warned that children are adopting AI technologies faster than adults are learning to regulate them, creating new risks around privacy, safety and development. Representatives called for child-centred benchmarks, stronger safeguards for children’s data and mandatory child-rights impact assessments for AI systems deployed in education, healthcare and other public services.

Several speakers also argued that governance should focus more on AI deployment than on frontier model development alone, ensuring that systems remain accountable throughout their lifecycle and can be adapted to local social and institutional realities.

Closing the session, Khan and Doumba returned to the discussion’s central message: that AI governance should ultimately be judged by practical outcomes rather than technological competition. Countries need the capability to shape AI according to their own priorities, they said, while international cooperation should ensure that no society is left behind.

Participants were encouraged to leave Geneva not simply with new principles, but with concrete commitments on financing, infrastructure, skills and cooperation that can be reviewed when the Global Dialogue reconvenes in 2027.

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Germany launches Agentic AI Hub for public administration

Germany is testing agentic AI in public administration through a federal programme that brings startups and municipalities together to automate routine administrative work.

The Federal Ministry runs the Agentic AI Hub for Digital Transformation and Government Modernization and DigitalService.

The initiative focuses on autonomous systems that can review requests, analyse documents and prepare decision proposals.

BMDS and DigitalService selected 20 pilot projects involving 19 municipalities and nine startups from almost 600 applications.

The pilots cover five areas: citizen interaction, social benefit and care applications, internal administrative processes, digital tools and infrastructure for sovereign AI applications.

Examples include support for housing entitlement certificates, housing assistance, long-term care assistance, naturalisation processes, meeting transcription, request pre-sorting and AI orchestration layers.

The pilots ran from March to the end of May 2026 and are being assessed for effectiveness and scalability.

DigitalService says the programme is intended to identify legal, organisational and technological conditions for broader use of agentic AI in public administration.

Why does it matter?

Germany’s Agentic AI Hub shows how governments are beginning to test AI agents in real administrative workflows, not only in strategy papers or chatbots. Municipalities are a critical testing ground because they often face staff shortages, high case volumes and legacy processes. The key policy question is whether agentic AI can reduce administrative burdens while preserving legality, accountability, human oversight, data protection and digital sovereignty.

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Portugal links AI literacy to lifelong digital skills strategy

Portugal has linked Europe’s new digital education agenda with its national efforts to expand AI literacy and lifelong digital skills.

The government’s digital portal said digital education is becoming a strategic priority for both the EU and Portugal, as technology becomes more central to schools, work, public services and civic participation.

The update follows the annual event of the European Digital Education Hub, an initiative of the European Commission under the Digital Education Action Plan.

One focus was the new AI Literacy Framework, developed by the European Commission and the OECD with support from international experts.

The framework is designed for primary and secondary education and aims to help schools, teachers and policymakers integrate AI responsibly into learning environments.

It is structured around four areas: engaging with AI, creating with AI, managing AI, and designing and shaping AI.

Portugal said AI education should include personal data protection, critical thinking, the fight against misinformation and the ethical, safe and responsible use of AI tools.

The national agenda is linked to the Portugal Digital Strategy and the Digital Skills Pact, which aims to train 2.8 million people by 2030.

Planned measures include Community Digital Agents, mobile digital training units and a digital training wallet integrated into the Gov.pt app, with particular attention to vulnerable groups, rural areas and citizens aged 45 to 70 with lower education levels.

Why does it matter?

Portugal’s approach shows how AI literacy is becoming part of wider digital inclusion policy, not only school curricula. Linking the EU AI Literacy Framework with lifelong digital-skills programmes could help citizens use digital public services, participate more confidently online and understand AI-related risks such as privacy, misinformation and unsafe use. The strategy also reflects a broader European shift from basic digital skills towards continuous training across education, employment and public administration.

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Closing the AI divide means building capacity, not just expanding access

The global AI divide is no longer simply about who has internet access or the latest AI tools. It is increasingly defined by who has the infrastructure, computing power, skilled workforce and institutional capacity to develop, govern and adapt AI and who does not.

That was the central message of a discussion on bridging AI divides at the inaugural United Nations Global Dialogue on AI Governance, where governments, UN agencies and experts argued that narrowing AI inequalities will require a fundamental shift from expanding access to building long-term national capabilities.

From access to capability

Speakers repeatedly argued that AI has exposed a new generation of digital inequalities that extend well beyond connectivity.

Robert Opp, Chief Digital Officer of the UN Development Programme (UNDP), distinguished between an access divide and an adoption divide, warning that AI technologies are spreading faster than governments and institutions can build the capacity to use them responsibly.

Loretta Hieber Girardet, Chief Risk Knowledge of the UN Office for Disaster Risk Reduction (UNDRR), echoed that concern, saying countries need trusted institutions, governance frameworks, digital infrastructure and technical expertise if AI is to strengthen development rather than deepen existing vulnerabilities.

The discussion also highlighted how investment patterns reinforce those divides. Pedro Manuel Moreno, Deputy Secretary-General of UN Trade and Development (UNCTAD), noted that AI infrastructure investment is increasingly concentrated in a small number of countries and companies because investors naturally gravitate towards locations offering reliable electricity, high-speed connectivity, skilled workers and predictable governance. Without those foundations, he warned, many developing countries risk being left behind regardless of how quickly AI technologies spread globally.

Several government representatives reinforced that message by pointing to persistent shortages of electricity, broadband connectivity, computing infrastructure, quality datasets and digital skills as barriers to meaningful participation in the AI economy.

Capacity building means creating AI, not simply using it

Participants argued that AI capacity building should be redefined.

Moderator Shikoh Gitau said many current initiatives focus too heavily on teaching people how to use AI applications, while overlooking the broader ecosystem needed to create AI locally. Instead, she advocated an approach centred on ‘AI for us, by us’, combining investment in research, technical skills, financing, standards, entrepreneurship and local innovation.

UNESCO presented several initiatives intended to move countries in that direction. Assistant Director-General Khaled El-Enany highlighted the implementation of UNESCO’s Recommendation on the Ethics of Artificial Intelligence through training programmes for more than 50,000 public officials and judicial actors, AI competency frameworks for teachers and students, and projects promoting language diversity and responsible AI governance.

Global Dialogue on AI Governance

El Salvador offered an example of how countries are beginning to build national AI ecosystems. Vice President Félix Ulloa outlined investments in AI-supported education, telemedicine, regulatory sandboxes and a National AI Agency, alongside legislation covering AI, data protection, cybersecurity and robotics. While noting significant progress, he acknowledged that challenges remain in extending connectivity and digital opportunities to rural communities.

Throughout the discussion, speakers stressed that developing countries should become active contributors to AI development rather than remaining consumers of technologies designed elsewhere.

Language, culture and local knowledge matter

Several speakers argued that AI divides are also cultural and linguistic.

Co-chair Jovan Kurbalija, Executive Director of Diplo, said discussions about AI often focus on technology while overlooking knowledge itself. He argued that indigenous traditions, oral histories and local knowledge systems should be recognised as valuable resources for AI development, ensuring that technological progress strengthens rather than erodes humanity’s diverse intellectual heritage.

Valts Ernštreits highlighted the scale of linguistic exclusion, noting that only around 1,000 of the world’s roughly 7,000 languages currently have sufficient digital resources to support meaningful AI development. Without targeted investment, he warned, thousands of language communities risk being left outside the AI revolution.

Other speakers similarly argued that AI systems should reflect local cultures, values and institutions instead of simply adapting models developed for dominant markets. Building trustworthy AI, they said, requires communities to participate directly in data governance, research and system design.

A shared responsibility

While speakers differed on specific policy approaches, they broadly agreed that international cooperation will be essential to prevent AI from reinforcing existing global inequalities.

Suggestions included expanding public-private partnerships, strengthening participation by developing countries in international standards-setting, supporting open models and open standards, and creating a global AI fund to help countries invest in computing infrastructure, institutions and human capital.

Closing the session, Kurbalija returned to the discussion’s central theme, arguing that AI should ultimately help preserve and advance humanity’s collective wisdom rather than simply automate knowledge. Co-chair Samba Diouf added that regional cooperation will be particularly important for smaller countries that cannot realistically build every component of the AI ecosystem on their own.

Taken together, the discussion suggested that bridging AI divides will require far more than expanding access to technology. It will depend on whether countries can build the institutions, skills, infrastructure and knowledge needed to shape AI on their own terms, and ensure its benefits are shared more evenly across the world.

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Spain pushes UN coalition to protect children in the AI era

Spain has proposed an international coalition to protect children from AI-related risks, using the first UN Global Dialogue on AI Governance in Geneva to seek wider support.

Minister for Digital Transformation and Civil Service Óscar López said Spain wants governments to agree on common safeguards to ensure AI respects children’s rights, safety and development.

The proposed coalition would operate under the UN framework. Spain said it already has support from France, the EU and Kenya in efforts to launch the initiative.

According to the Spanish government, AI can create opportunities for education and innovation, but can also amplify risks, including manipulation, harmful content, sexual deepfakes, AI-generated child sexual abuse material and algorithmic profiling of minors.

López said governments should avoid repeating mistakes made during the early growth of social media by introducing safeguards before AI technologies become deeply embedded in children’s lives.

He also argued that AI should be a broad social right rather than an ‘exclusive weapon’, calling for stronger governance based on scientific evidence, innovation and human rights.

Spain highlighted its previous AI governance work, including support for the EU AI Act, the creation of the Spanish Agency for the Supervision of Artificial Intelligence and its role in efforts to establish the UN Global Dialogue on AI Governance and the Independent Scientific Panel on AI.

Why does it matter?

Spain’s proposal places child protection within the emerging UN AI governance agenda. AI-related risks for children increasingly go beyond conventional online safety concerns, covering deepfakes, synthetic sexual abuse material, algorithmic profiling, manipulation and harmful content. A UN-linked coalition could help align national approaches and push child safety into global AI governance discussions. However, its practical impact will depend on whether governments agree on concrete safeguards and implementation mechanisms.

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UNESCO highlights civil servants’ role in AI governance

UNESCO’s AI literacy training for civil servants has highlighted the importance of public-sector capacity in responsible AI governance.

The programme focuses on AI ethics, governance, risk management and responsible use, rather than only on productivity tools or prompt-writing skills.

UNESCO said many participants initially expected practical training on AI tools, but later connected issues such as accountability, transparency, bias, procurement and oversight to their own public-sector responsibilities.

The experience showed that meaningful human oversight depends not only on technical safeguards inside AI systems, but also on the capacity of officials involved in procuring, deploying, regulating and monitoring those systems.

UNESCO said participants often finished the programme with more questions than they had at the beginning. The organisation framed that as a sign of growing awareness of the complexity of AI governance, not as a lack of understanding.

Localisation also proved important. Through the AI Ethics Experts Without Borders network, training was adapted to national contexts and delivered in languages used by officials in their daily work, including cohorts in Egypt and Tunisia.

UNESCO said AI literacy should be seen as a foundation for broader institutional readiness, including risk assessment methods, procurement guidance, monitoring processes, internal governance structures and cross-government coordination.

Why does it matter?

AI governance often focuses on principles, laws and technical safeguards, but implementation depends on the officials who must apply those tools in practice. Civil servants involved in procurement, regulation, service delivery and oversight need enough AI literacy to ask informed questions, identify risks and challenge vendor or institutional assumptions. Without that capacity, “human oversight” can become a procedural checkbox rather than a meaningful accountability mechanism.

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Reddit expands AI moderation to combat spam and harmful content

Reddit has expanded its automated moderation systems to reduce spam, inauthentic activity and harmful content across the platform.

The company said it is using AI to detect manipulated and spam-like behaviour through new signals and faster enforcement.

Reddit said suspicious accounts can now be identified from the moment they are created, while large language models help detect coordinated fake behaviour and artificial hype that older systems may miss.

According to the company, updated automated systems are blocking 23 million spam views each day before they reach users.

They are also identifying around 25,000 new spam posts and comments daily and revoking nearly two million inauthentic votes per day.

Reddit said user exposure to spam fell by about 20% from January to March 2026 compared with the previous three months, followed by a further 10% to 15% decline in overall spam account exposure.

The company has also expanded automated enforcement against hate and violent content across all English-language text on Reddit.

The average enforcement time for such content has fallen to under 5 seconds, while enforcement actions have increased by more than 200%, according to Reddit.

The company said faster enforcement has reduced exposure to potentially harmful content by more than 40%, while false removals have also fallen by over 40%.

Reddit said AI-based tools remain part of a wider moderation model that includes site-wide safety teams, volunteer community moderators and user voting.

Why does it matter?

Reddit’s update shows how major platforms are using AI not only to generate or recommend content, but also to police authenticity, spam and harmful behaviour at scale. Faster automated enforcement can reduce user exposure before content spreads, but it also raises familiar governance questions around transparency, false positives, appeals and the balance between automation and human moderation. The company’s emphasis on layered moderation suggests that AI is becoming central to platform safety, while still depending on human teams, volunteer moderators and community signals.

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UNCTAD calls for stronger global data governance for AI

UN Trade and Development (UNCTAD) is urging governments, businesses and civil society to strengthen global data governance as AI becomes embedded across every sector of the economy.

The organisation argues that data has become a strategic resource whose benefits should be shared more equitably, particularly with developing countries that generate growing volumes of valuable digital data but have limited influence over the rules governing its use.

UNCTAD describes data as a shared resource that should be managed for the public good rather than treated solely as a commercial asset. Rather than advocating a single global regulatory framework, it supports an incremental approach based on common principles, safeguards and international cooperation.

The aim is to facilitate cross-border data flows while protecting public interests and supporting responsible AI development.

As the secretariat of the UN Commission on Science and Technology for Development, UNCTAD is coordinating a working group on data governance comprising government representatives alongside experts from academia, business and civil society.

The group is developing recommendations on how data should be governed and shared, with its findings expected to inform a future report to the UN General Assembly.

The discussion comes as AI is increasingly deployed across healthcare, education, agriculture and financial services.

UNCTAD argues that data governance must evolve alongside AI to ensure digital innovation supports sustainable development and prevents decision-making from becoming concentrated among a small number of countries and technology companies.

Why does it matter?

As AI becomes increasingly dependent on access to large, high-quality datasets, data governance is emerging as a strategic policy issue alongside AI regulation itself. How data is collected, shared and governed will influence not only innovation and economic competitiveness but also who benefits from the AI economy.

UNCTAD’s proposal also reflects growing concern that developing countries could become providers of valuable data without having a meaningful role in shaping the rules governing its use. By promoting common principles rather than a single global regulatory model, the organisation is seeking to build broader international cooperation while preserving national policy flexibility.

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