{"id":"AIBD-1177","title":"ADB's Independent Evaluation Department finds that two AI chatbots brought calls from new domestic violence survivors in Mongolia","summary":"ADB's Independent Evaluation Department validated in July 2024 that two AI chatbots in Mongolia brought calls from new users and that 90% of chatbot users, survivors of violence, were satisfied.","date_observed":"2022-12-01","date_basis":"event","date_precision":"month","benefit_status":"reported","source_collection":null,"source_entry":null,"account":"The Asian Development Bank financed a $400,000 technical assistance grant to Mongolia's Ministry of Justice and Home Affairs during the pandemic. Under it, Anduub Lab LLC, a Mongolian IT company, built two chatbots on Facebook with a mobile texting function. The National Center Against Violence chatbot gave information, referrals and access to live counselors. The National Legal Institute chatbot gave legal information and referrals. Both launched in April 2021. In July 2024, the bank's Independent Evaluation Department validated the completion report. It found that the chatbots led to an increase in calls from new users and that 90% of chatbot users, survivors of violence, were satisfied. It rated the assistance successful and likely sustainable because the chatbots reached vulnerable, at-risk populations. The bank's own compilation of April 2024 reports that 26 women and 16 children were rescued because of the chatbot service. The evaluators note that the usage data came from the project's impact assessment and that the total number of users is unclear. Neither document describes the chatbots' method or compares outcomes with the hotlines alone.","category":"aggregate result","unexpected":false,"purpose":"Anduub Lab LLC built the NCAV and NLI chatbots, under ADB technical assistance, to give domestic violence survivors in Mongolia information, referrals and counseling through Facebook and SMS during the pandemic.","system":"NCAV and NLI domestic violence chatbots (AI-powered chatbot service on Facebook with mobile texting)","model_version":null,"developer":"Anduub Lab LLC","deployer":"National Center Against Violence and National Legal Institute, Mongolia, under the Ministry of Justice and Home Affairs","location":"Mongolia","domain":"Social services","segment":null,"benefit_type":"Improved Accessibility","work_activities":["4.A.4.a.8","4.A.4.a.5","4.A.4.a.3"],"taxonomy_note":null,"registry_ids":{},"ratings":[{"group":"personal","depth":2,"reason":"Survivors of violence got information, referrals and counseling through the chatbots, with 90% of users satisfied by figures that the evaluators relay from the completion report."},{"group":"organizational","depth":2,"reason":"The evaluators found that the chatbot services enabled broader reach to vulnerable, at-risk populations beyond hotlines that could not serve several callers at once."}],"ai_role":{"status":"unassessed","statement":"The evaluators credit the chatbot services with the rise in calls from new users, the services provided and the 90% satisfaction, relaying statistics that the completion report took from the project's impact assessment. Neither document separates the chatbots from the live counselors and operators who took many conversations, describes the chatbots' method or shows that they learn from data. The bank's compilation calls the service AI-powered."},"evidence":[{"kind":"evaluation report","citation":"Asian Development Bank, Independent Evaluation Department. Mongolia: Addressing and Preventing Domestic Violence in Mongolia during the COVID-19 Crisis. Technical Assistance Completion Report Validation Report TCRV-2023-085 (TA 6530, Project 54209-001). Manila, July 2024. Section 2, Evidence of Outcomes Achieved. The validators relay the chatbot statistics from the completion report and the project's impact assessment, so on those figures the document is a descriptive report.","title":"Mongolia: Addressing and Preventing Domestic Violence in Mongolia during the COVID-19 Crisis. TCR Validation Report","url":"https://www.adb.org/sites/default/files/Evaluation%20Document/978856/files/tcrv-6530.pdf","date":"2024-07-01","written_by":"independent","quote":"On the second outcome target, the launch of the two chatbot services by NLI and NCAV led to an increase in calls from new users; and legal advice, referrals, and counseling on family-related issues were provided. Chatbot statistics indicate that 90% of chatbot users, who are survivors of violence, were satisfied to receive online domestic violence services."},{"kind":"evaluation report","citation":"Asian Development Bank, Independent Evaluation Department. Mongolia: Addressing and Preventing Domestic Violence in Mongolia during the COVID-19 Crisis. Technical Assistance Completion Report Validation Report TCRV-2023-085 (TA 6530, Project 54209-001). Manila, July 2024. Section 4, Sustainability, IED rationale.","title":"Mongolia: Addressing and Preventing Domestic Violence in Mongolia during the COVID-19 Crisis. TCR Validation Report","url":"https://www.adb.org/sites/default/files/Evaluation%20Document/978856/files/tcrv-6530.pdf","date":"2024-07-01","written_by":"independent","quote":"The TA is likely sustainable since the chatbot services enabled broader reach to vulnerable, at-risk populations."},{"kind":"report","citation":"Asian Development Bank, Information Technology Department. Artificial Intelligence in Action: Selected ADB Initiatives in Asia and the Pacific. Manila, April 2024. Chapter 1, Chatbots as Lifelines for Domestic Violence Survivors, page 9. The financier's own compilation, which relays the technical assistance completion report and the project endline. Copy mirrored by ICTworks in May 2024.","title":"Artificial Intelligence in Action: Selected ADB Initiatives in Asia and the Pacific","url":"https://www.ictworks.org/wp-content/uploads/2024/05/artificial-intelligence-asia-pacific.pdf","date":"2024-04-01","written_by":"evaluator","quote":"A total of 26 women and 16 children were rescued because of the chatbot service, while around 30% of the chatbot users were referred for in-depth psychosocial and legal services. The project endline showed that 90% of the users of the chatbot service reported that they were satisfied with receiving online domestic violence support and service."},{"kind":"report","citation":"Asian Development Bank, Information Technology Department. Artificial Intelligence in Action: Selected ADB Initiatives in Asia and the Pacific. Manila, April 2024. Chapter 1, Chatbots as Lifelines for Domestic Violence Survivors, page 8. The financier's own compilation. Copy mirrored by ICTworks in May 2024.","title":"Artificial Intelligence in Action: Selected ADB Initiatives in Asia and the Pacific","url":"https://www.ictworks.org/wp-content/uploads/2024/05/artificial-intelligence-asia-pacific.pdf","date":"2024-04-01","written_by":"evaluator","quote":"Anduub Lab LLC, a local information technology (IT) company, was engaged to develop an AI-powered chatbot service.","supports_benefit":false}],"replication":{"produced_by":["Anduub Lab LLC built the chatbots with content drawn from consultations with survivors and frontline workers.","Both chatbots ran on Facebook, with a mobile texting function for people in rural areas and people with hearing or speech difficulties.","The technical assistance paid for NCAV live counselors and NLI operators who took the conversations that the chatbots did not answer.","A national multimedia campaign promoted the chatbots from October 2022."],"must_hold":["Survivors must be able to reach Facebook or SMS and trust an anonymous channel.","Funding for the counselors and the chatbot services must continue, which the Ministry of Justice and Home Affairs secured from the state budget.","Unrecognized questions must be reviewed and added to the chatbots' content."],"echoes":[]},"paired_incident":null,"headline":"*NCAV and NLI chatbots* bring calls from new survivors in Mongolia","metric":"90% of chatbot users, survivors of violence, were satisfied","comparator":{"against":"The technical assistance's outcome target for chatbot user satisfaction","before":"At least 80% of chatbot users satisfied (target)","after":"90% of chatbot users satisfied","basis":"measured","quote":"At least 80% of users of chatbots are satisfied with the online information and support and are referred for in-depth support as needed.","url":"https://www.adb.org/sites/default/files/Evaluation%20Document/978856/files/tcrv-6530.pdf"},"later":{"status":"persisted","date":"2024-07-01","note":"The evaluators report that the Ministry of Justice and Home Affairs secured state budget funding to continue the chatbot services and that an ADB project on combating domestic violence supported chatbot counseling in 2023.","quote":"The MOJHA has secured some funding from the state budget to continue the TA initiatives and the chatbot services.","url":"https://www.adb.org/sites/default/files/Evaluation%20Document/978856/files/tcrv-6530.pdf"},"learns_from_data":{"value":"not shown","note":"The evaluators describe a dialogue function built from a range of questions, with 451 unrecognized questions added during operation. Neither document describes a trained model.","quote":"During almost 2 years of operation, 451 unrecognized questions were identified and developed for the chatbot operation.","url":"https://www.adb.org/sites/default/files/Evaluation%20Document/978856/files/tcrv-6530.pdf"},"benefit_dimensions":["personal","social"],"benefit_categories":["physical_health","opportunity_access"],"scsp_example":"Crime reduction or prevention","size":{"reach":{"band":3,"fact":"The two chatbots brought 2,892 calls from over 3,000 users by December 2022.","quote":"By the end of the project in December 2022, NLI and NCAV received a total of 2,892 calls from over 3,000 users because of the chatbot service.","url":"https://www.ictworks.org/wp-content/uploads/2024/05/artificial-intelligence-asia-pacific.pdf","reason":null},"duration":{"band":4,"fact":"Launched in April 2021, the chatbot services were funded to continue, with chatbot counseling supported in 2023.","quote":"The MOJHA has secured some funding from the state budget to continue the TA initiatives and the chatbot services. 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