AI Driven Mobile Crisis Applications

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Dear reader,

A recent post by Ruben Hassid about the steps WhatsApp is taking to integrate AI into its platform made me dig deeper and check how this could relate to crisis and emergency communication.

In this issue of the Wag The Dog newsletter, I look at how AI is being used in WhatsApp (more than 3 billion users worldwide) and what it could mean for crisis communicators. I also review other apps and discuss the benefits and drawbacks of using mobile apps in emergencies.

Let me know what you think!

Table of Contents

• Current AI integration in WhatsApp

• The potential power of AI in WhatsApp for crisis c …

• Challenges and considerations

• But then… there are alternatives 😅

• Final thoughts

• References and further reading.

• Sponsor

• What I am reading/testing/checking out:

• Let's meet…!

Current AI integration in WhatsApp

WhatsApp has begun rolling out AI features^² to improve the user experience and business communications. Meta, the parent company of WhatsApp, is introducing an AI assistant for chatting and creating images.

Perhaps most importantly for crisis communicators, WhatsApp is adapting its API to allow developers and businesses to create AI-powered chat experiences for their customers.

It's important to note that these features are still in the experimental phase. WhatsApp is taking a cautious approach to implementation, particularly in terms of privacy and user experience.

In addition, interactions with Meta's AI aren't linked to personal WhatsApp account information on other Meta platforms such as Facebook or Instagram.

The potential power of AI in WhatsApp for crisis communication

As WhatsApp continues to expand its AI capabilities, the potential for crisis communication is huge. With more than two billion users, WhatsApp could make sophisticated AI communication tools widely accessible, enabling organisations of all sizes to respond effectively to crises.

This democratisation of access could level the playing field in crisis management and enable smaller organisations to use advanced communication tools.

Future AI integration could overcome language barriers and ensure that critical information reaches diverse populations quickly and accurately during international crises.

Imagine being able to disseminate important security information to a global audience in real time, with AI providing instant translations into multiple languages.

AI could also act as an intelligent assistant, helping communicators to quickly craft clear and concise messages under pressure. This capability could be invaluable when it comes to maintaining consistency between different channels during a crisis and ensuring that all stakeholders receive coherent and timely information.

As an on-demand information hub, AI assistants could help reduce the spread of misinformation in times of crisis. By providing quick, accurate answers to common questions, AI could help to keep the public well informed and avoid panic.

Organisations facing a high volume of enquiries during a crisis could use AI to handle routine questions, allowing staff to focus on more complex issues. This automation of customer service could significantly improve an organisation's ability to manage communication in stressful situations.

Challenges and considerations

While the potential benefits are exciting, we should be aware of some challenges.

Privacy and security: While WhatsApp's commitment to end-to-end encryption for personal messages is reassuring, organisations still need to be mindful of data privacy when using AI capabilities.

Controlling misinformation is another important issue. As AI generates content, strong verification mechanisms are important to ensure the accuracy of information, especially in crisis situations where misinformation can have serious consequences.

The ethical use of AI is a complex challenge. Care must be taken to ensure that AI systems don't lead to prejudice. WhatsApp's approach of allowing companies to choose their AI provider offers flexibility, but also requires careful consideration to ensure fair and unbiased communication.

Current AI technology isn't yet able to understand context and nuance, which is critical in crisis communications. Communicators need to be prepared to intervene when human judgement is required, especially in sensitive or complex situations.

Finally, AI functions rely on an internet connection, which may be compromised in certain crisis scenarios. This reliance on technology emphasises the importance of using alternative methods of communication.

But then… there are alternatives 😅

While WhatsApp's AI integration offers exciting possibilities, it is important to have offline alternatives ready for scenarios where internet connectivity is limited or unavailable. Various apps and tools can facilitate communication in such situations:

Bridgefy uses Bluetooth to send messages within a 100 metre range and has broadcast and mesh network capabilities. This can be particularly useful for local crisis communication when mobile networks are down.

Briar offers end-to-end encrypted messaging over Bluetooth, Wi-Fi and Tor, making it ideal for highly secure crisis situations where privacy is crucial.

FireChat builds mesh networks with peer-to-peer Wi-Fi and Bluetooth, enabling communication at large gatherings or events¹ where internet connectivity is overloaded.

Zello is a powerful option that turns smartphones into walkie-talkies for real-time voice communication over cellular networks or Wi-Fi. Its features, including channels for coordinating large groups and a messaging protocol for retrieving important information, make it a versatile tool for crisis management.

However, none of these offline alternatives can compete with WhatsApp’s 3.031 billion monthly active users...

Final thoughts

The integration of AI into WhatsApp represents a potential significant change in the crisis communications landscape. Even though this development is still in its infancy, it offers exciting opportunities to improve response capabilities.

Understanding the current state of AI in WhatsApp, its potential future applications and the associated challenges will help us prepare to use these tools effectively, while taking into account the ethical and practical considerations involved.

As WhatsApp evolves, it will be important for crisis communicators to stay informed about new AI capabilities, develop guidelines for their ethical and effective use, and train team members to utilise these tools while maintaining the human touch that is so important in crisis management.

Equally important is mastering offline communication alternatives for scenarios where AI-powered tools may not be available.

The key to effective crisis management will always be adaptability, clear communication and strategic thinking.

What do you think?

PS: if you’re interested in mobile emergency applications, check out this interview from the Wag The Dog Podcast archives.

References and further reading.

1  Baraniuk, C. (2014, September 30). Protesters adore FireChat but it’s still not secure. WIRED; WIRED. https://www.wired.com/story/firechat-app-hong-kong-protesters/#:~:text=Enthusiastic%20reports%20in%20the%20press,Anybody%20can%20read%20it.%22

2  About using AI on WhatsApp | WhatsApp Help Center. Whatsapp.com. https://faq.whatsapp.com/1002544104126998

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What I am reading/testing/checking out:

• Tool: Nuelink, a social media (and more) management platform. I am switching to this as it offers better features than my current platform.

• Essay: The Gods of Logic - Before and after artificial intelligence by Benjamín Labatut

• Video: Runway Gen-3 Alpha, AI driven video creation

• Tool: Google’s AI Studio (check out the sentiment analysis prompt)

• Tool: The Flux + Lora image creation platform with impressive results

Let's meet…!

Here are the next upcoming events and conferences I'll speak at. If you're around, let me know and let's meet.

If you would like me to run a workshop for your organization or speak at your conference, don’t hesitate to get in touch by return email.

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_{Parts of this newsletter were created using AI technology to draft content. In addition, all AI-generated images include a caption stating, 'This image was created using AI'. These changes were made in line with the transparency requirements of the EU AI law for AI-generated content. Some links in this newsletter may be affiliate links, meaning I earn a small commission if you click and make a purchase; however, I only promote tools and services that I have tested, use myself, or am convinced will make a positive difference.}