In this episode, recorded at, I sit down with André Heller Pérache to explore how technology originally designed for customer service has evolved into humanitarian infrastructure supporting refugees and displaced communities around the world.
André shares the story behind Signpost, a global digital initiative from the International Rescue Committee that now operates across roughly 30 countries and 25 languages, helping register more than 20 million users while supporting over 500,000 digital social work consultations.
But this conversation goes much deeper than technology.
We discuss what happens when trusted information becomes as important as food, shelter, or medical support during times of crisis. André explains how Signpost was born from the realization that vulnerable communities were already living digitally through smartphones, WhatsApp, Facebook, and social platforms while much of the humanitarian sector still relied on traditional offline systems.
We also explore the responsible use of AI in high-stakes environments where mistakes can have real-world consequences for refugees, families, and vulnerable populations. André shares why the IRC sees AI as one of the humanitarian sector’s biggest bets at a time when armed conflict, climate disasters, and shrinking budgets are putting enormous pressure on aid organizations globally.
From misinformation and trust to reducing cognitive burden and scaling empathy through technology, this episode offers a powerful reminder that behind every AI conversation are ultimately human beings searching for dignity, safety, clarity, and hope.