信息作为赋权：IRC 基于聊天的难民帮助热线
技术
- 网络与连接 - 5G
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 建筑物
- 水泥
适用功能
- 销售与市场营销
用例
- 楼宇自动化与控制
- 对话机器人
服务
- 系统集成
关于客户
国际救援委员会（IRC）是为难民提供支持的最大人道主义组织之一。他们致力于帮助难民获得救生资源并为其家人做出明智的决定。
挑战
为了更好地为拉丁美洲北三角地区的难民提供服务，国际救援委员会 (IRC) 寻求建立一个信息平台，通过聊天将难民与资源立即联系起来。他们面临着提供难民日常使用的渠道、以有限的人员接触更多人以及将帮助热线整合到现有系统等方面的挑战。
解决方案
IRC 使用 Twilio Flex 建立了对话式帮助热线，Twilio Flex 是一个云联络中心，提供 WhatsApp API 和用于构建聊天机器人的工具。他们使用可视化编辑器 Twilio Studio 创建聊天机器人体验，提供有关各种主题的自动响应和资源。当难民需要与主持人交谈或有机器人无法回答的问题时，对话将被路由到由经过培训的专家配备的 IRC 的 Twilio Flex 实例。 Flex 界面是可定制的，并与 IRC 的定制 CRM 系统集成。
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