Hey SashChat: Black Sash's new chatbot for 24/7 rights support

The Black Sash, a human rights organisation, has introduced SashChat, a multilingual chatbot that offers 24/7 assistance for South Africans seeking information, advice, and referrals on their rights and services. The chatbot is accessible via WhatsApp, the Black Sash website, and its Facebook page. Kgothatso Sibanda, the National Helpline Manager, revealed that the chatbot was developed in response to the increasing demand for assistance through WhatsApp and the subsequent pressure on the organisation's helpline.

Operating for over 15 years, the Black Sash helpline provides free information, advice, and referrals to individuals seeking help with their social and economic rights. With the majority of clients contacting the helpline via WhatsApp by 2023, the number of daily messages rose to about 100, leading to lengthy back-and-forth conversations and increased workload for two paralegals.

SashChat addresses these challenges while maintaining reliable access to information. The chatbot, trained using Black Sash materials, legislation, the Constitution, and other trusted resources, is available in all 11 official South African languages, as well as Swahili, French, and Shona. Users can send voice notes and pictures, and the chatbot interprets documents.

SashChat went live for a trial period on June 2, with 374 tickets requesting assistance from paralegals, of which 99.5% were resolved. Outside of working hours, users can log a ticket for follow-up during the helpline's reopening hours. While not intended to replace the existing helpline, SashChat complements it, ensuring that people in remote areas can request a call-back from a paralegal through the "Please Call Me" service during working hours.

However, digital access remains a crucial consideration, particularly in rural communities. Department of Social Development representatives and representatives from the South African Social Security Agency (SASSA) acknowledged the potential of technology in helping people understand and exercise their rights, with SASSA already having a chatbot for grant-related enquiries.