Case Study: Family Empowerment Media expands multilingual helpline support with Aide

How FEM transformed their helpline reach with AI-powered conversations

Family Empowerment Media (FEM), a nonprofit running life-saving radio campaigns in Nigeria, faced a challenge in scaling personalized support for its audience. Their one-way communication and limited helpline could not reliably answer women's specific questions about family planning in multiple local languages or provide data on caller needs. They partnered with vendor Aide to implement an AI agent to automate conversations and bridge this gap.

Aide's solution used an AI agent on WhatsApp to provide immediate, accurate responses, handling initial conversations and collecting data on caller questions. For more complex or multilingual needs, the system seamlessly transitioned to human agents. This hybrid approach allowed FEM to offer support in languages like Igbo and Yoruba, greatly expanding their reach. The implementation provided FEM with comprehensive data on conversation volumes and topics, saving an estimated four minutes per conversation on average and creating a feedback loop to make their entire operation more effective.

Family Empowerment Media

Ken

Co-Founder