Key Takeaways
- The UNHCR launched CareLine, an AI system that organizes and routes thousands of aid requests from refugees.
- A volunteer noted that “having reliable information is a concrete necessity” for displaced individuals awaiting assistance.
- The technology automates repetitive administrative tasks, giving human operators more time to focus on specific refugee needs.
Reducing uncertainty for asylum seekers
For refugees seeking assistance, waiting for a response can be an anxious experience. To help address this, the UN Refugee Agency (UNHCR) has developed a new artificial intelligence system called CareLine. The tool is designed to organize requests from refugees and asylum seekers, helping humanitarian workers manage them more effectively.
A refugee volunteer in Thailand explained the challenges faced by displaced people to the UNHCR: “Those who write often do not know if the message has been received and if anyone has listened to their concerns. For those forced to leave their country, having reliable information is a concrete necessity: knowing the status of an application, knowing what services are available or having confirmation that a request has reached its destination.”
Empowering humanitarian workers
Developed by the UNHCR regional office for Asia and the Pacific alongside the agency Innovation Service, CareLine aims to sort and classify the thousands of messages received each month. By identifying duplicates and routing requests to the appropriate offices, the system provides faster confirmations to those waiting for answers.
While the technology handles repetitive administrative tasks, it does not replace human judgment. The agency maintains that the system supports operators rather than making decisions for them. This allows staff members to dedicate more time to the specific needs of vulnerable individuals, ensuring that protection standards and accountability remain firmly in human hands.
