Using AI Features - Operator Guide

Learn how AI-powered features assist you in handling calls and managing cases more effectively.

What AI Does for You

openCHS uses artificial intelligence to help you work more efficiently and accurately. The AI works in the background - you don't need to operate it manually.

AI Features Overview

Feature	What It Does	How It Helps You
Speech-to-Text	Converts call audio to text	Automatic transcripts of conversations
Translation	Translates between languages	Understand calls in Swahili, English, and other languages
Case Classification	Suggests case type and priority	Helps identify VAC/GBV cases faster
Smart Summaries	Creates concise case summaries	Saves time on documentation
Entity Extraction	Finds names, locations, ages	Captures key details automatically

Important: AI assists you - it doesn't replace your judgment. You always make the final decisions.

Speech-to-Text Transcription

How It Works

When someone calls:

1. AI listens to the conversation
2. Converts speech to text in real-time
3. Displays transcript on your screen
4. You review and edit as needed

What You See

During a call, a transcription panel shows:

• What the caller is saying
• Your responses
• Timestamps
• Speaker identification (Caller vs. Operator)

Example:

[10:15 AM] Caller: "Mimi ni mama. Mtoto wangu ana umri wa miaka 12..."
[10:15 AM] Operator: "Samahani, naweza kusaidia. Je, mtoto yuko salama sasa?"

Benefits

✅ Don't miss details - Transcript captures everything
✅ Focus on listening - Don't worry about writing everything down
✅ Accurate records - Exact words are documented
✅ Review later - Go back to what was said

Your Role

During the Call:

• Listen actively to the caller
• Let AI handle transcription
• Take brief notes only when needed
• Focus on building rapport

After the Call:

• Review the transcript
• Correct any errors or misheard words
• Add context that AI might miss
• Save cleaned-up version with case

Limitations

AI transcription is good but not perfect:

• May mishear names or unfamiliar words
• Struggles with heavy accents
• Can't capture tone of voice
• Doesn't understand context or emotions

Always review transcripts before finalizing cases.

Language Translation

How It Works

AI can translate conversations in real-time:

Swahili → English:

• Caller speaks Swahili
• You see English translation
• You respond in English
• Caller hears Swahili (if using translation feature)

Supports:

• Swahili
• English
• Other languages (depending on your helpline setup)

When Translation Helps

Scenario 1: Caller Speaks Only Swahili

• AI translates their words to English for you
• You can respond in English
• AI translates back to Swahili

Scenario 2: Mixed Language Conversation

• Some words in Swahili, some in English
• AI identifies and translates appropriately
• You see clean, understandable text

Scenario 3: Documentation

• Call was in Swahili
• Case report needs to be in English
• AI provides English translation for records

Using Translation

What You Do:

1. Handle the call normally
2. AI automatically detects language
3. Translation appears on screen
4. You read translated text
5. Respond naturally

What You Don't Need to Do:

• Press any translation buttons
• Select languages manually (AI detects)
• Worry about grammar - AI handles it

Translation Quality

Generally Accurate For:

• Common phrases and words
• Standard conversations
• General topics

May Struggle With:

• Regional dialects
• Slang or colloquialisms
• Technical or medical terms
• Cultural expressions

Your Expertise Matters: If translation seems off, trust your knowledge. You can override or clarify.

Case Classification

How It Works

As you enter case information, AI analyzes the details and suggests:

• Case Category (Abuse, Mental Health, Information, etc.)
• Priority Level (Low, Medium, High)
• GBV Classification (Yes/No)

What AI Looks For

Indicators of High Priority:

• Words like "immediate," "emergency," "danger"
• References to injuries or threats
• Young child ages (under 10)
• Specific abuse descriptions

Indicators of Case Type:

• Keywords: "hit," "hurt" → Physical abuse
• Keywords: "touched," "inappropriate" → Sexual abuse
• Keywords: "alone," "hungry," "dirty" → Neglect
• Keywords: "sad," "crying," "won't eat" → Mental health

Using AI Suggestions

When AI Suggests a Category:

1. Review the suggestion

   • Read AI's reasoning
   • Consider if it matches your understanding

2. Accept or Override

   • ✅ Accept if accurate
   • ✏️ Change if you disagree
   • 💭 Ask supervisor if unsure

3. Document your decision

   • Add note explaining why you agreed or disagreed
   • Builds better AI over time

Example:

AI Suggests: High Priority - Physical Abuse
Your Assessment: Agree ✓
Reason: Clear indicators of immediate harm

When to Override AI

Override If:

• You have information AI didn't consider
• Cultural context changes meaning
• Caller's tone indicates different severity
• Your training tells you something else
• You know the case history

You Are Always Right: Trust your judgment. AI assists, you decide.

Smart Summaries

How It Works

After a call or when you save a case, AI generates:

• Brief summary (2-3 sentences)
• Key points extracted
• Action items identified

Example Summary

Your Detailed Notes:

Mother called at 10:15 AM stating 12-year-old daughter Maria has not been going to school for past 3 weeks. Maria cries frequently, refuses to eat properly, stays in room all day. Mother very worried. No known abuse. Family lives in Kibera. Father works away from home. Mother requests counseling help for daughter. Says Maria used to be happy child, good student. Change started suddenly 3 weeks ago after school trip.

AI Summary:

12-year-old girl (Maria) experiencing sudden behavioral changes: school refusal, crying, appetite loss, social withdrawal for 3 weeks. No abuse history. Mother requests mental health counseling. Possible depression requiring psychiatric evaluation.

Benefits

✅ Quick overview of complex cases
✅ Easy handover to other staff
✅ Fast case review for supervisors
✅ Consistent documentation format

Using Summaries

When to Use:

• Quick case handovers
• Shift briefings
• Supervisor reports
• Case list previews

When to Read Full Notes:

• Detailed follow-up needed
• Complex cases
• Legal documentation
• Sensitive situations

Editing Summaries:

• Review AI summary
• Add critical details AI missed
• Remove incorrect information
• Make it more accurate

Entity Extraction

What Are Entities?

Entities are important pieces of information AI automatically finds:

Types of Entities:

• People: Names (Maria, John, Sarah)
• Locations: Places (Kibera, Nairobi, Hospital)
• Ages: Numbers (12 years old, teenager)
• Organizations: Services (Police, Hospital, School)
• Dates/Times: When things happened

How It Helps

Before AI:

• You manually search through notes for names
• Might miss important details
• Inconsistent recording

With AI:

• Key information highlighted
• Auto-fills case form fields
• Creates quick reference list

Example

From Transcript:

"My name is Sarah and I'm calling about my daughter Maria who is 12 years old. We live in Kibera near the market. She hasn't been to Westside School in three weeks."

AI Extracts:

• Reporter: Sarah (Mother)
• Client: Maria (12 years old, Female)
• Location: Kibera
• Organization: Westside School
• Duration: 3 weeks

Your Role

Review Extracted Information:

• Check if AI got names right
• Verify ages and locations
• Correct any mistakes
• Add missing context

Common AI Mistakes:

• Confusing similar-sounding names
• Getting relationship wrong (is Sarah the mother or aunt?)
• Missing cultural name variations
• Incorrect age if not clearly stated

AI Limitations - What It Can't Do

AI Cannot

❌ Replace your empathy - Only you can comfort distressed callers
❌ Make ethical decisions - You decide what's right for each case
❌ Understand cultural context - You know local customs and norms
❌ Feel urgency - You sense when situation is critical
❌ Build relationships - Only you connect with callers
❌ Override policies - You know when to follow protocols

When Human Judgment Is Critical

Always Use Your Own Judgment For:

• Assessing immediate danger
• Deciding to call police/ambulance
• Determining if child is safe
• Evaluating caller's emotional state
• Making referral decisions
• Escalating to supervisor

AI provides data. You provide wisdom.

Privacy and AI

What AI Sees

AI processes:

• Call audio
• Text you type
• Case information you enter
• System data

What AI Doesn't See

AI does NOT:

• Store recordings permanently (deleted after processing)
• Share data outside the system
• Send information to external services
• Keep personal copies of cases

Data Protection

How Data Is Protected:

• Encrypted during processing
• Stored securely in system
• Access controlled by permissions
• Automatically deleted per retention policy

Your Responsibility:

• Only enter accurate information
• Don't share AI outputs outside system
• Follow privacy protocols
• Report any concerns

Troubleshooting AI Features

Problem: Transcription Not Appearing

Possible Causes:

• Microphone not working
• Poor call quality
• System overload

Solutions:

1. Check your microphone settings
2. Refresh your browser
3. Contact IT if persists
4. Take manual notes as backup

Problem: Translation Is Incorrect

Possible Causes:

• Heavy accent
• Technical words
• Mixed languages

Solutions:

1. Verify with caller if unsure
2. Edit transcript manually
3. Use your language skills
4. Report consistently wrong translations

Problem: AI Suggestions Don't Make Sense

Possible Causes:

• Limited information entered
• Unclear case description
• AI misunderstood context

Solutions:

1. Enter more details
2. Use clearer language in notes
3. Override with your assessment
4. Document why you disagree

Tips for Working with AI

Do:

• ✅ Review all AI outputs
• ✅ Correct mistakes you find
• ✅ Add context AI misses
• ✅ Trust your expertise
• ✅ Report consistent errors

Don't:

• ❌ Blindly accept AI suggestions
• ❌ Rely 100% on transcripts
• ❌ Skip reviewing summaries
• ❌ Ignore your instincts
• ❌ Blame AI for your mistakes

Improving AI Over Time

How AI Learns

Every time you:

• Correct a transcript
• Override a classification
• Edit a summary
• Fix an entity

AI learns and improves. Your feedback makes the system better for everyone.

Reporting Issues

When to Report:

• Consistently wrong translations
• Repeated transcription errors
• Always-wrong classifications
• System crashes or freezes

How to Report:

1. Note specific examples
2. Document when it happened
3. Submit to IT help desk or supervisor
4. Include screenshots if possible

Quick Reference

Feature	When Active	Your Action
Transcription	During calls	Review after, edit mistakes
Translation	During calls	Verify accuracy, use judgment
Classification	Creating cases	Accept or override suggestion
Summaries	After call/case entry	Review and refine
Entity Extraction	During transcription	Verify and correct

Getting Help

Questions About AI:

• Ask your supervisor
• Refer to training materials
• Contact IT for technical issues

Feedback on AI:

• Share with your supervisor
• Submit improvement suggestions
• Report bugs or errors

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Remember: AI is your assistant, not your replacement. It handles routine tasks so you can focus on what matters - helping children and families in crisis. Use it wisely, trust your judgment, and always put the client first.