3.1 Enabling Organizations with Language Technology

We look at several real-world examples of language technology applications that CLEAR Global has developed. We showcase their impact across various sectors.

For example:

• TILES, a voice-based AI kiosk to make people in rural areas more resilient to climate change

• Kompas, an AI solution for crisis response in Ukraine

• MT Rwanda, a machine translation project to make learning easier

• Shehu, a chatbot that answers questions on COVID-19 in Nigeria and

• a multilingual chatbot that helps people to register businesses in Kenya.

The playbook also highlights some non-CLEAR Global examples.

For example:

• Me Bote na Conversa, a chatbot that translates business terms in Brazil and

• MAIA, a chatbot that combats gender-based harassment, also in Brazil.

We also look at UNICEF's U-Report Information Chatbot, which aims to get more youth engagement.

We discuss the importance of bridging the technical gap within organizations. We also provide principles and best practices for solutions that will have an impact.

We focus on:

• a user-centered approach

• well-defined use cases and

• strong involvement of users.

The playbook also helps organizations to engage with providers of language technology.

When you choose a partner, there are lots of factors to think about:

• Do they have the right expertise?

• Can you work well with them?

• Do they have the resources?

• Do you have the same values?

• Who else have they worked with?

• Do they have good communication skills?

• Where are they based?

• How big are they?

• Do they have a wide network?

We suggest that you build a team for this task. This should make sure that communication between technical and non-technical teams is effective, and that they work together well. This is very important when developing language technology solutions.

There are many use cases for language technology across various sectors. Here are some examples to show how we’ve used language technology in our work in the past.

CLEAR Global Examples:

Using language technology for climate resilience – TILES

CLEAR Global worked with partner organizations to develop a voice-based multilingual AI kiosk solution for areas where there is low literacy and low-connectivity. It’s called TILES (Touch Interface for Language Enabled Service). Users can use voice and gestures to ask questions via a screen and get answers in their chosen language.

In many areas, for example, rural areas, the most marginalized people don’t have the same access to key information that many of us do. They have to ask aid workers, village elders, friends, neighbors, and relatives to answer their questions. They are dependent on other people being there to help. Sometimes the information is no longer accurate after being passed from person to person. They may also need information that no one in the community can help them with.

The problem is even worse if the person doesn’t speak the majority language. Many people don’t have access to the internet. Data coverage may be weak (3G does not give a person full access to the internet), data plans are expensive, and they may not have access to a device. Information in the right language may be unavailable or incomplete. CLEAR Global developed the Tiles device together with Gram Vaani in India. They wanted to help farmers to switch to sustainable farming methods and to make them more resilient to climate change. With this technology-powered solution, farmers could ask questions in their own language using their voice. The device used pre-recorded audio or visual content to answer the farmers’ questions. It was used in areas facing the effects of climate change.

Using language technology to respond to crises – Kompas

The latest UNHCR figures say that around 7.9 million refugees have left Ukraine for Europe since February 2022. Over 6.5 million people are displaced within Ukraine. Too much information was spread and this made it difficult for refugees to find facts they could rely on. A lot of information was posted by people who wanted to help. It was hard to know if the news was true, or if it was up to date. Trying to decide which information was correct took up a lot of time and was stressful. There was also a risk that people would follow incorrect or old information about the current situation. CLEAR Global wanted to help so they developed Kompas. This is a multilingual artificial intelligence tool that allows people to search for information. Its sources are carefully chosen, checked, and up to date. It uses channels and websites that are already popular with the affected people. It gives people affected by the war in Ukraine easy access to safe and usable information that they may need and want, in their chosen language.

Kompas worked in parallel with the efforts of United for Ukraine and other major information providers in Ukraine and provided a system for accessing information. Users can search for relevant information by asking open-ended questions. Service providers also collected the questions and got feedback on how useful they were. They could then adapt their services and add any information that was missing.

Improving learner experiences in the education sector through language technology – MT Rwanda

Another example of how language technology is used is the MT Rwanda Machine Translation project. This was set up by CLEAR Global and GIZ Digital Solutions for Sustainable Development (DSSD) in Rwanda. The project aimed to make the preconditions better for the use of machine translation in the public sector and the digital ecosystem. CLEAR Global worked with local Kigali-based technical partner Digital Umuganda to create a digital learning platform and look at how machine translation could make the user and learner experience better. The platform offers tailored learning and training of skills that are in demand. There are over 300 courses in various subjects. However, research showed that people in Rwanda were not using the platform because there was not much content in the local language.

The use case for machine translation in the education sector included: 1) localized instructions in Kinyarwanda (Non-MT), so that users could find their way around the platform in Kinyarwanda

2) complete subject translation meant that all the courses could be translated into Kinyarwanda and

3) in-line translation allowed learners to highlight words and phrases within the courses and get a translation into Kinyarwanda. This meant users could get more context and a better understanding of professional terminology. They could also improve their English skills. Getting the community involved was also important. A group of Kinyarwanda speakers created, translated, and checked the data sets needed to train and build the translation model.

Ensuring Inclusive Accessibility in Humanitarian Response - Shehu

The CLEAR Global team worked with Mercy Corps to create a chatbot in Borno State, Nigeria. The aim was to answer questions about the coronavirus in English, Hausa, and Kanuri. The chatbot, called Shehu, provided accurate, up-to-date information. It also dealt with issues that people were worried about. This helped to stop people from getting incorrect information. Shehu answered COVID-19 questions in the user’s chosen language. This helped to build strong relationships, trust, and awareness. Because it was multilingual, it gave more people access to key information, for example, vaccine details and directions to vaccination sites.

Financial inclusion and multilingual chatbot – business registration process made simple

Another example where language technology helped to overcome a socio-economic challenge was the GIZ Fair Forward – Artificial Intelligence for All project in Kenya. This was run in partnership with THiNK and Made by People. Dealing with government services can be difficult and most information is in English. This project kicked off with a human-centered design research phase. The aim of this was to better understand the barriers in communication and language that Kenyan citizens were facing.

The design process showed that common but important tasks like registering a business online are long and difficult. This is because the legal terminology is complex and usually only in English. Most business owners had similar questions and issues and faced very similar challenges with the registration process. This research led to the design of an AI-powered conversational chatbot that used Swahili, English, and Sheng. The chatbot could answer the most frequently asked questions, guide users through the registration process, and listen to the issues they face. This helped business owners to work through the complex registration process. It also gave phone line staff more time to focus on the more difficult cases.

Some of the benefits:

• easy access to information on business registration

• simplified, non-technical content that is easy to understand

• accurate content

• answers to user questions are regularly updated and

• fast responses and feedback.

This was an innovative solution to some of the challenges identified. It also encouraged more people to set up businesses. For example, people who had access to technology but found it difficult to register a business in Kenya.

Non-CLEAR Global examples:

An Inclusive chatbot that translates business terms into English on WhatsApp – Me Bote Na Conversa

In Brazil, they often use English words in business language. But a large percentage of the population doesn’t speak good English. This makes professionals feel insecure and unprepared. Meta wanted to help and worked with Indique uma Preta and MOOC to develop a chatbot named Me Bote na Conversa. This chatbot translates English terms into Portuguese and explains them, allowing much broader communication.

Me Bote na Conversa aims to take away the language barrier that is common in business settings. This is very important as only 5% of Brazilians speak good English*, even though English terms are used a lot in everyday business activities. Words like "budget," "approach," and "briefing" are now very common but not everyone understands them. The chatbot works via WhatsApp and is easy to access and free. Indique uma Preta helped to develop the database, which includes over 350 useful business terms. Users can also suggest further terms to add.

Using language technology to combat gender-based harassment and violence – Chatbot MAIA

According to statistics provided by the United Nations (UN), a staggering 95% of online harassment targets women. In response to this concerning trend, Weni has introduced Maia ("My Artificial Intelligence Friend" in English), a virtual assistant designed to aid young girls. Its primary focus is to help these individuals recognize signs of an abusive relationship and offer guidance on the appropriate action to take in such situations. The launch of Maia forms an integral part of the broader #NamoroLegal campaign, an initiative spearheaded by the São Paulo Public Ministry (MPSP) and supported by Microsoft Brazil.

Empowering and connecting young people around the world to be agents of change - UNICEF U-Report

The chatbot works via WhatsApp, and is easy to access and free. Indique uma Preta helped to develop the database, which includes over 350 useful business terms. Users can also sug UNICEF U-Report

U-Report Information Chatbot is a social platform that can bring about big changes. It was set up by UNICEF, and you can access it through SMS, Facebook, and Twitter, for example. This innovative platform gives young people the chance to voice their opinions and get involved. They can become catalysts for positive change within their societies. The mechanism works by gathering points of view and data from young persons on a wide range of subjects that are important to them. These subjects include job opportunities, dealing with prejudice, and child marriage.

Through U-Report, these young people can take part in polls, raise awareness about key issues, and stand up for the rights of children. Most importantly, the information obtained and the findings are then passed back to the communities they came from. The findings are also sent to policymakers, who have the authority to make decisions that directly impact the lives of young people.

The U-Report for Humanitarian Action initiative is a joint effort of the Office of Innovation, Program Division, Communication for Development, and Office of Emergency Programs. In February 2020, they developed a U-Report Information Chatbot. They wanted to improve communication on the risks of COVID-19 and get more people involved. The chatbot uses languages like English, Spanish, French, Bahasa, Arabic, Vietnamese and Thai. U-Report is like a mouthpiece. It gives young people a stronger voice and channels their worries and hopes into real change. This allows young people to make a helpful contribution. It also helps to connect communities and policymakers, so they can work together to create a better future for the youth.