Twilio
Case Studies
Empowering Refugees with Information: International Rescue Committee's Innovative Use of IoT
Overview
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Empowering Refugees with Information: International Rescue Committee's Innovative Use of IoTTwilio |
Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms | |
Buildings Cement | |
Sales & Marketing | |
Building Automation & Control Chatbots | |
System Integration | |
Operational Impact
The implementation of the Twilio Flex helpline has allowed IRC to reach more people and provide immediate, critical information to refugees. The chatbot system has enabled the organization to quickly answer common questions and route unique cases to trained moderators. This has allowed IRC to scale up and down to meet changing demand levels while maintaining the same level of staff. The integration of the custom CRM system into the moderator view has streamlined the process of tracking cases and making referrals. The organization has also been able to adapt quickly to changing circumstances, such as the onset of the COVID-19 pandemic, by updating the chatbot to handle virus-specific questions. The success of the program has led IRC to plan its expansion from Latin America to other regions including the U.S. and parts of Europe. | |
Quantitative Benefit
3,412 people helped | |
25,181 messages sent | |
3X increase in inbound chats with the same number of staff during the onset of the COVID-19 pandemic | |