AI Service Overview

Production-ready, multi-modal audio processing system for child protection and social services organizations.

What is the AI Service?

The AI Service is a containerized, production-ready AI pipeline designed to transform audio recordings into actionable insights for child protection and social services organizations. It processes audio files through a complete AI pipeline, extracting key information needed for case assessment and management.

OpenCHS integrates state-of-the-art AI services to transform how child helplines operate — turning every conversation into accurate, structured, and actionable case data while dramatically reducing the administrative burden on caseworkers.

Our design philosophy blends AI-powered automation with human-centered practice, ensuring that:

• No call is lost
• No survivor is left unsupported
• Every decision is backed by real-time, data-driven insights

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Core Processing Pipeline

Audio File Input
       ↓
[Preprocessing & Format Validation]
       ↓
[Speech-to-Text (Whisper)]
       ↓
[Translation (Swahili ↔ English)]
       ↓
[NLP Analysis]
       ├─ Named Entity Recognition (NER)
       ├─ Case Classification
       ├─ Summarization
       └─ Q&A Analysis
       ↓
[Insights Generation & Risk Assessment]
       ↓
Structured Results Output

The OpenCHS AI pipeline operates from the moment a call is received to the moment actionable intelligence reaches decision-makers.

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Use Cases

Use Case	Description
Crisis Call Analysis	Analyze emergency hotline calls for child protection cases
Case Recording Processing	Transform case interviews into structured case documentation
Healthcare Triage	Mental health crisis detection and triage
Social Services	Client interview analysis and assessment automation
Emergency Response	Rapid case classification and priority assessment

Target Organizations

• Child Protection Services
• Crisis Hotlines (116 Child Helplines)
• Social Services Departments
• Healthcare Facilities
• NGOs and Community Organizations

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Key Capabilities

Audio Processing

• Speech-to-Text: OpenAI Whisper Large-V3 with 99+ language support
• Translation: Domain-optimized Swahili ↔ English translation
• Real-time & Batch: Support for live calls and post-call analysis

NLP Analysis

• Named Entity Recognition: Extract persons, locations, organizations, dates
• Case Classification: Multi-task classification (category, priority, intervention)
• Summarization: Abstractive summaries preserving critical information
• Question-Answering: Extract specific information from transcripts

Processing Modes

Mode	Description
Real-time Only	Live transcription during calls
Post-call Only	Comprehensive analysis after call ends
Hybrid	Both real-time and enhanced post-call
Adaptive	Intelligent automatic mode selection

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Why This Matters

OpenCHS AI services are not just software — they are a force multiplier for social protection systems. By automating the repetitive and accelerating the critical, we enable:

• Faster response times — urgent cases routed in real time
• Reduced administrative load — helpline call agents regain hours per shift
• Higher-quality case data — structured, standardized, and complete
• Better survivor outcomes — more timely and appropriate interventions
• Data-driven policy change — grounded in real-world evidence

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Training & Capacity Building

Technology alone isn't enough. OpenCHS invests in skills transfer and capacity building, ensuring that countries and organizations can deploy, adapt, and sustain these AI capabilities.

Crucially, AI is designed to complement — not replace — call agents: it augments their judgement by automating routine tasks (transcription, data and entity capture), surfacing critical cues, and enabling faster, more informed decisions so agents can focus on empathetic support and complex casework.

Training emphasizes hands-on use, human-in-the-loop workflows, ethical handling of sensitive data, and continuous coaching and monitoring so teams retain control, build trust in AI outputs, and feed operational insights back into model improvement.

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Documentation Structure

Section	Description
Architecture	System design and component layers
Quick Start	Get up and running in 5 minutes
Installation	Deployment options (Docker, Kubernetes, Manual)
Configuration	Environment variables and settings
API Reference	Complete API documentation
Features	Individual AI model documentation
Development	Contributing and extending
Operations	Monitoring, security, troubleshooting

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Quick Links

• Get Started: Quick Start Guide
• Deploy: Docker Compose Setup
• Configure: Environment Variables
• API Docs: Audio Processing API
• Contribute: Development Guide

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From the first word spoken to the final policy decision — OpenCHS AI keeps child protection teams informed, focused, and effective.