[et_pb_section fb_built=”1″ _builder_version=”4.27.6″ _module_preset=”default” min_height=”2128.8px” custom_padding=”0px|||||” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.6″ _module_preset=”default” min_height=”2098.8px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/www.unhcr.org\/blogs\/wp-content\/uploads\/sites\/48\/2026\/07\/2026.06.24_TH_CareLine_1-scaled.png” title_text=”2026.06.24_TH_CareLine_1″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n
A refugee volunteer in Thailand using CareLine for the first time \u00a9 UNHCR\/Cara Cox<\/em><\/span><\/p>\n <\/span><\/p>\n When people are forced to flee their homes, access to\u00a0timely,\u00a0reliable information\u00a0is\u00a0vital.\u00a0Whether seeking\u00a0initial\u00a0help\u00a0for their specific cases or\u00a0updates,\u00a0information about services,\u00a0or guidance on issues\u00a0they\u2019re\u00a0facing, refugees and asylum-seekers\u00a0need clear and accessible channels of communication with organizations like UNHCR.\u00a0<\/span>\u00a0<\/span><\/p>\n Every month, UNHCR receives thousands of emails from refugees and asylum-seekers looking for information,\u00a0assistance, and support. Processing these inquiries takes\u00a0significant time\u00a0as teams review, sort, and route emails to\u00a0appropriate colleagues\u00a0before a response can be provided.<\/span>\u00a0<\/span><\/p>\n As\u00a0a\u00a0refugee volunteer\u00a0in Thailand\u00a0explained,\u00a0the wait\u00a0can be difficult. People\u00a0often\u00a0wonder whether their message was received and whether anyone has heard their concerns.\u00a0<\/span>\u00a0 To help\u00a0strengthen this,\u00a0UNHCR’s Regional Bureau for Asia and the Pacific, together with the Innovation Service, developed\u00a0CareLine\u00a0\u2013\u00a0an AI-enabled solution designed to improve communication between refugees and\u00a0the organization\u00a0while keeping people firmly at the\u00a0centre\u00a0of every decision.\u00a0<\/span>\u00a0<\/span><\/p>\n CareLine\u00a0helps\u00a0UNHCR\u00a0manage incoming inquiries by\u00a0identifying\u00a0potential duplicates, categorizing requests, and supporting triage.\u00a0By streamlining these administrative tasks, the system enables requests to reach the right teams faster and allows staff to focus on responding to people\u2019s\u00a0specific\u00a0needs.<\/span>\u00a0<\/span><\/p>\n For refugees,\u00a0CareLine\u00a0helps reduce uncertainty\u00a0through\u00a0clearer communication and confirmation that requests have been received, giving\u00a0people better access to information and greater visibility over the status of their inquiries. In humanitarian contexts, even a simple acknowledgement can help reduce anxiety and reassure people that their concerns are being heard.\u00a0<\/span>\u00a0<\/span><\/p>\n Responsible\u00a0and ethical AI<\/span>\u00a0<\/span><\/b>is at the core\u00a0of this initiative.\u00a0CareLine\u00a0is designed\u00a0as a support tool,\u00a0with\u00a0human oversight\u00a0remaining\u00a0central throughout the process.\u00a0All decisions affecting individuals continue to be made by UNHCR\u00a0personnel in line with established protection standards and accountability frameworks.\u00a0<\/span><\/p>\n <\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/www.unhcr.org\/blogs\/wp-content\/uploads\/sites\/48\/2026\/07\/2026.06.24_TH_CareLine_2-scaled.png” title_text=”2026.06.24_TH_CareLine_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” custom_margin=”||-94px|||” global_colors_info=”{}”]<\/p>\n CareLine’s<\/span>\u00a0interface for UNHCR\u00a0<\/span>staff<\/span>\u00a0\u00a0\u00a9<\/span>\u00a0UNHCR\/Cara Cox<\/span><\/em><\/p>\n CareLine\u00a0reflects a broader vision for humanitarian innovation. As highlighted by UNHCR ahead of the AI for Good Global Summit in Geneva, responsible AI can help humanitarian organizations respond more effectively and better support displaced communities,\u00a0provided it is grounded in human rights, transparency, and meaningful participation.\u00a0<\/span>\u00a0<\/span><\/p>\n Ultimately,\u00a0CareLine\u00a0is not about technology for technology’s sake. It is about helping refugees access information more easily, reducing uncertainty, and enabling humanitarian workers to devote more time to protection and community engagement. By combining innovation with human judgement and empathy,\u00a0CareLine\u00a0shows how AI can be used responsibly to strengthen humanitarian action and\u00a0better support\u00a0the people at its heart.<\/span>\u00a0<\/span><\/p>\n Read more about the Data Innovation Fund <\/a>which is funding this project and see video on CareLine here:<\/span><\/em><\/p>\n
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