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Rolling out IVR to expand coverage of messaging in camps
The Refugee Relief and Repatriation Commissioner (RRRC) approved UNHCR to use an Interactive Voice Response (IVR) system for engaging and communicating with refugees.
This technology is best known from customer service hotlines where callers are asked to press different numbers for different options. UNHCR’s protection team is also coordinating with IOM which is also testing IVR.
The IVR will enable UNHCR to send SMS or pre-recorded audio message services to refugees’ mobile phones.
Initially, UNHCR will target the refugees active in networks the agency works with, including volunteers, and expand over time to other users.
The technology can help ensure the delivery of time sensitive alerts, and accurate information on issues of concern to refugees, including COVID-19 or the impending monsoon season.
The first pilot broadcast of the system with messages targeting refugees started on 14 May with a target to reach 20,000 refugees in UNHCR managed camps. Read more info:
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