Frontline Agents helps NGOs deploy AI hotlines and referral services that remain supervised by their teams. On WhatsApp and the messaging channels people already use, the agent provides reliable information, triages requests, and routes each person to the right contact, following your organisation’s protocols.
Our first service is a reproductive and women’s health hotline, available on WhatsApp, with human supervision and configurable operating instructions.
Humanitarian needs are rising while budgets tighten. In many programmes, the question is no longer only how to improve a service. It is how to prevent it from disappearing, shrinking, or becoming inaccessible to the people who rely on it.
That pressure reaches the day-to-day work of field teams. Requests arrive continuously. Available services change. Guidance has to stay up to date. Too often, a person first reaches the wrong contact, or someone whose day is spent triaging calls. Sensitive data ends up in spreadsheets and email threads, while processes become rigid and slow to adapt.
Frontline Agents deploys an AI hotline for frequent or repetitive requests. The agent follows validated instructions, gathers information one question at a time, qualifies the request before handover, proposes next steps from the organisation’s protocols, and alerts the team when human support is needed.
The team remains in control of the service: its rules, limits, protocols, translations and decisions to escalate to a staff member. When someone needs to speak with staff, they are routed to the right person with a summary of their situation.
Frontline Agents’ first service is designed for organisations supporting women with reproductive health, contraception, unwanted pregnancy, referrals and access to care.
The hotline provides a confidential, multilingual and supervised first line of information. It follows protocols agreed with the partner organisation, calculates structured information when needed, such as gestational age, and requests human intervention when a situation falls outside the defined scope.
Every conversation between the agent and a service user can be monitored from the back office. Team members can choose the language they read in, regardless of the language used in the conversation.
When a case needs human attention, the AI agent raises an alert with a summary of the request, the context and the reason for escalation. The team member can read that summary before replying, check what is needed in complex situations, and then take over: the agent pauses, staff messages are sent to the service user in their language without exposing the staff member’s personal phone number or messaging account, and the full history stays in one place. When the situation allows, the team can hand the conversation back to the agent so it continues automatically.
The agent follows the instructions, limits and referral protocols set by the organisation. Teams can update guidance, revise procedures, disable sections and decide what the agent is allowed to use during a conversation, so sensitive support stays aligned with their standards and safeguards.
Frontline Agents is not a black box added to a programme. It is a service configured with the organisation, reviewed with field teams, and adjusted throughout the pilot. If the situation changes quickly, the team can ask the AI to update its protocol, for example to reflect a new service.
Sensitive data often ends up spread across spreadsheets, attachments, exports, inboxes, chat threads and personal devices. Each copy becomes harder to track, secure or delete, and each informal channel increases exposure for both service users and frontline staff.
Frontline Agents keeps conversations, referrals, handovers, instructions, logs and activity reports in one controlled space, with supervised access and centralised history. Hosting is in Switzerland, with Swiss and European services by default; other providers can be used only when the partner chooses explicitly and within agreed limits.
Frontline Agents is not asking organisations to trust an isolated promise. The humanitarian sector already uses hotlines, conversational channels, reliable information services and feedback mechanisms. The critical point is governance: human supervision, explicit protocols, data responsibility and clear limits.
A first conversation helps us understand your service, your audiences, your protocols, your current channels and the situations that must remain supervised. We can then prepare a scoping note covering the pilot perimeter, channels, data, supervision, escalation criteria, risks and deployment conditions.