Canada's settlement services are going digital. AI should support workers, not replace them

Canada is embracing digital settlement services, with artificial intelligence (AI) potentially playing a crucial role in supporting immigrants and newcomers. While AI can streamline processes and make services more efficient, it is essential to ensure that humans remain at the core of these systems. The federal government's AI Strategy for the Federal Public Service emphasizes responsible and human-centered adoption of AI.

Settlement services are vital for newcomers, providing access to housing, employment, language training, healthcare, legal advice, education, and community life. In 2024-2025, over 550 partner organizations assisted more than 690,000 newcomers in Canada, excluding Quebec. Digital tools have already been integrated into settlement work, but the key question remains: should AI replace professional services or support them?

AI can assist settlement agencies in answering routine questions, helping newcomers find resources such as language classes, employment workshops, food banks, legal clinics, housing information, and community events. It can also support workers by organizing referrals, sending reminders, and reducing repetitive administrative tasks. This aligns with the federal government's AI Strategy, which aims to improve services and allow workers to focus on more complex tasks.

However, AI should not replace human judgment. Settling into a new country often requires addressing multiple interconnected needs, such as employment, education, and healthcare. These needs are often tied to trust, which a chatbot cannot replicate. Research suggests that AI can be most useful for information provision, navigation, and training.

For instance, AI could help newcomers quickly find answers to basic questions, guide them to the appropriate support, and provide training on resume preparation, mock interviews, and workplace vocabulary.

Nevertheless, there are concerns about accessibility and the emotional, legal, and social context of an individual's life. A significant portion of newcomers may face barriers due to limited internet access, digital literacy, or language proficiency. Additionally, AI tools should not provide immigration advice, as incorrect information could have life-changing consequences.

Ultimately, AI has the potential to enhance settlement services, but it should be implemented responsibly and in a hybrid model that complements human workers. The technology cannot replace the trust and personal connection that settlement workers provide, but it can support and augment these services. Canada should embrace AI in settlement services but ensure that the human touch remains integral to the process.