Chatbots in the humanitarian field - concepts, uses & shortfalls

The report explores the integration of conversational agents into humanitarian work, assessing their potential as tools for communication, data collection, and education. It distinguishes between different types of chatbots—low-level, rule-based systems; mid-level keyword-based agents; and advanced, AI-driven systems utilizing natural language processing—to illustrate how varying technical capabilities can meet specific humanitarian needs. Rather than recommending a universal adoption of this technology, the paper highlights that these digital agents should be utilized strategically alongside traditional humanitarian methods to enhance rather than replace existing services.

A significant portion of the analysis focuses on the practical considerations and risks associated with implementation. Key challenges include the substantial requirements for quality training data, the necessity of maintaining long-term technical infrastructure, and the ethical dilemmas surrounding data ownership, privacy, and potential algorithmic bias. The report emphasizes that humanitarian organizations must exercise caution, noting that poor design or data mismanagement can harm vulnerable populations, lead to misinformation, or result in exclusionary practices if the technology fails to account for diverse linguistic or connectivity needs.

Ultimately, the report serves as a foundational guide for organizations, advocating for a thoughtful evaluation of whether a conversational agent aligns with their specific goals. It underscores that successful deployment depends on understanding the target audience's access to technology and ensuring the system provides tangible improvements in service delivery. By prioritizing human-centric design and maintaining robust, transparent data practices, humanitarian entities can potentially leverage these digital tools to better support crisis response, community engagement, and long-term development efforts.