“Sportellino”, the chatbot that simplifies bureaucracy for asylum seekers

Technology

A new digital ally promises to revolutionize the lives of those fleeing war, poverty or persecution. It is called “Sportellino” , an intelligent chatbot on WhatsApp and Telegram that explains to asylum seekers how to navigate permits, healthcare, documents and rights . Free, anonymous and up to date, it could transform a daily nightmare into a path that is finally understandable.

Conceived by social entrepreneur Viktor Seibert , 32, “Sportellino” was developed after years of experience in the field , in close contact with those who often get trapped between incomplete information, closed offices or insufficient staff. “During my voluntary work in Rome, talking to asylum seekers, I realized how difficult it was to navigate Italian bureaucracy. Important questions about how to apply for asylum, obtain a residence permit or access the healthcare system often found answers only with great difficulty and these were not always correct or up to date. Many rely on word of mouth between friends, an approach that can easily lead to misunderstandings . Online information, even when published by well-known organizations, often does not reflect reality. Language barriers then make everything even more complicated: even just understanding where to go or what documents are needed can become a huge obstacle,” Seibert explains.

This is where the idea for Sportellino was born, a chatbot active 24 hours a day that answers questions about bureaucratic procedures in a clear and personalized way, in multiple languages. It is available on the apps most used by asylum seekers, WhatsApp and Telegram, to reach even those with cheap phones or slow connections. And it does so without asking for registration or personal data: the use is completely anonymous, in line with the General Data Protection Regulation (GDPR) and without advertising .

Seibert continues: «We protect the privacy of users in a concrete way through well-defined technical and organizational measures. Even if “Sportellino” works on WhatsApp and therefore the telephone number is automatically recorded for technical reasons, we do not use it to identify, track or profile users. We do not collect other personal information and never ask for sensitive data . We have consciously chosen to base our chatbot on an LLM model developed by Mistral , a European company that respects privacy standards among the highest in the industry. Furthermore, our server is located in Frankfurt, within the European Union, and all data is processed in full compliance with the GDPR».

The infographic

The strength of “Sportellino”, however, lies not only in artificial intelligence , but in the quality of the data on which it is trained. The team has in fact built a knowledge base starting from official regulations, but enriching it with practical information collected by cultural mediators, social workers and operators of asylum seeker help desks . «The main problem is that even the most reliable sources often publish obsolete or incomplete information – says Seibert – this is why we check each piece of data with multiple checks before inserting it».

The result is a system that can explain how to apply for asylum , renew a residence permit, register for health care, understand your rights at work, register at the registry office, or find a language course. And that's not all. "Sportellino" also indicates average times, necessary documents, and useful addresses , allowing those who use it to better prepare for appointments.

But there is one point on which the social entrepreneur wants to clarify: «Especially for sensitive and important questions (but also in general), it is always advisable to check the chatbots' answers through other sources , whether it is a generic assistant like ChatGPT, Gemini or Claude, or a specialized one like “Sportellino”».

“Sportellino” is designed as a first level of orientation, which answers the most frequently asked questions and helps people understand what steps to take, freeing up precious time for human operators, who can then focus on the most complex and urgent cases. “ We don’t want to replace people ,” Seibert points out, “but to provide a tool that lightens the operators’ workload and makes the lives of those who have just arrived more peaceful.”

The chatbot is also set to evolve: in the future it will also support offline use for those who live in areas with unstable connectivity and voice communication for those who can't write or read well . All while maintaining the basic promise: a free, anonymous, ad-free service that is accessible in multiple languages.

Viktor Seibert, 32, founder of “Sportellino”

“Sportellino” is a non-profit project , born thanks to private donations, but now looking for public and European funds such as those of the National Recovery and Resilience Plan (PNRR) and the Asylum, Migration and Integration Fund (the European Union financial instrument created to support member countries in managing migratory flows, promote the integration of citizens of third countries and strengthen the common asylum system). The goal is to expand the functionality, constantly update the database and reach an ever-increasing number of people .

For now, “Sportellino” represents a model of digital inclusion that can be replicated in other European countries, a tool that uses technology to fill a real and often underestimated gap, that of access to information. In an era in which artificial intelligence is often associated with profits and advanced automation, this chatbot shows how AI can become an ally for rights, integration and dignity .

“One moment particularly struck us: a few weeks ago we presented the prototype in a house shared by asylum seekers in the Esquilino neighborhood of Rome. Seeing people’s enthusiasm and surprise when they tested the trial version for the first time was truly touching. In particular, many were struck by the fact that “Sportellino” could respond in Arabic , explaining in simple terms how to prepare for important appointments and where to find free support in their area. It was a moment that made us understand, in a very concrete way, the potential of a tool like this. That said, we are still at the beginning (300 users, ed.). Our goal is to make “Sportellino” even more useful, intelligent and closer to people’s real needs,” concludes Seibert.

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