A humanitarian chatbot, born in the field
Born of a very concrete problem
Maya coordinates MEAL activities for Solidarités International in Lebanon. Her team: three officers. Her sites: more than three hundred. Every week she needs to know whether distributions happened, whether families received what was planned, whether anyone has a complaint. That used to mean hundreds of phone calls and entire days on the hotline. The SOLIS bot was built for precisely that problem, in Lebanon in 2020: a WhatsApp chatbot, the messaging app the people we serve already use every day, that informs, alerts, collects and listens, in both directions, at no cost to them.
Our conviction: communication is aid
In a crisis, knowing where to find safe water, when the distribution takes place or how to report abuse is not a convenience: it is aid, every bit as much as a kit or a meal. The SOLIS bot is designed so that this aid reaches everyone: voice messages for people who cannot read, every language covered, SMS fallback where the internet fails. And one absolute rule: every message is written and approved by humanitarian teams. No generative AI ever faces a beneficiary.
A shared tool, not a walled product
In Lebanon, CARE, Nabad for Development, the Lebanon Reforestation Initiative, Terre des Hommes and SI each run their own bot on the same platform: dedicated number, tailored content, shared infrastructure costs. This multi-organisation model, backed by Twilio, the GSMA and our institutional donors, supported more than 250,000 people in 2025, and freed up the equivalent of 22 full-time positions in communication capacity for the teams.
Solidarités International, the field anchor
For over 40 years, Solidarités International has worked in the hardest crises (conflicts, epidemics, disasters) with a core specialty: access to water, sanitation and hygiene. Present in more than 20 countries with largely national teams, the organisation brings the SOLIS bot something no software vendor can: intimate knowledge of the contexts where the tool is deployed, and an uncompromising duty of accountability to the people who use it.