Improved information access through AI-supported virtual assistant
Challenge
Most forcibly displaced people in Iran feel uninformed about their rights and the services available to them, which makes it harder for them to access these services, increasing protection risks. UNHCR receives about 500,000 calls each year, only 10–15% of which can be answered, based on human resource capacity.
Solution
Testing ways to develop an AI-supported response mechanism (a virtual assistant) to efficiently handle basic information requests – for instance, generic information on resettlement or documentation – from community members, freeing up human resources for cases requiring specific support.
Impact
Improved response rates to all requests as well as enhanced accessibility for callers in need of specific support. The Afghan refugee population in Iran will enjoy greater access to information on their rights and available services.
Other information
This project is developing an AI-supported voice system in Farsi and Afghan Dari that captures, categorises, responds to, and routes incoming calls, freeing human agents to focus on protection-sensitive cases while the AI handles frequent questions on registration, documentation, health insurance, resettlement, and fraud. Piloted in Shiraz Sub-Office with its ~400,000 forcibly displaced Afghans, the system is being co-designed with refugee volunteers and refugee-led organizations through community consultations to ensure protection sensitivity and cultural relevance. Experience the CareLine interface and find out more by watching the video below.