Case Study

Learn how The UN Refugee Agency uses Motion AI to simplify the process of
helping refugees seek asylum, family reunification and resettlement.


UNHCR has phone lines staffed by interns within the legal unit, 3 days per week. The team fields questions about family reunification and individual asylum applications, requests for information about finding family members, and referring urgent cases to UNHCR colleagues in the field, and around the world. Callers are often redirected to other, national agencies or legal partners that can deal with cases in a more personalized manner.

In order to serve more individuals, a chatbot was created to offer 24/7 service on the UNHCR website.

View and try the bot for yourself here.

The Solution

Ciarán Duffy, Co-Founder of Social Projects, the firm which built the bot for UNHCR in two weeks, says:   “Our first step was to get an understanding of the calls to UNHCR Northern Europe — the profiles of callers, the kinds of questions they ask, and the information they receive. We interviewed staff, and phone operators/lawyers, and together we mapped out the ‘red-tape’ — the things they cannot say, the advice they cannot give.”

An excerpt of Duffy’s flowchart used during planning stages

“We tested it with the legal staff at UNHCR and iterated and tweaked it based on their feedback. By the middle of week two, we had a finalised ‘map’ of the information that users could navigate conversationally.” says Duffy.

Time to initially deploy: 2 weeks

“We explored a variety of different bot builders to deploy the bot online and decided to go with for the ease-of-integration they offered for websites.”

Ciarán Duffy, Social Projects

Ready to have a chat about your chatbot strategy?

You’ve just seen what UNHCR was able to do with Motion AI. Now its time to discover how we can help you!