Leading International Humanitarian Organization Expands Multilingual Counseling with AI

Humanitarian & Non-Profit

15,000+ employees

Europe

See how a leading international humanitarian organization partnered with Mplus to expand access to multilingual counseling services using Mplus, enabling secure real-time AI translation that helped children and families receive support in their own language.

7 service languages supported

400+ counseling sessions delivered in the first five months

100% secure, GDPR-compliant multilingual communication

Challenges

Children and families in migration often faced significant language barriers when trying to access psychosocial support services.

Traditional interpretation methods were difficult to scale, created delays, and could not always provide the confidentiality and immediacy required for sensitive counseling conversations.

Key challenges included:

Limited access to counseling services for non-native speakers
Language barriers preventing vulnerable children and families from receiving timely support
The need for secure, confidential multilingual communication
Manual translation processes that could not support real-time conversations
Maintaining a seamless experience for both counselors and service users
Scaling multilingual support without increasing operational complexity

Solution

The organization partnered with Mplus for its digital counseling platform, enabling secure multilingual communication across live chat interactions.

The solution allowed counselors and service users to communicate naturally in their preferred languages while maintaining privacy, security, and operational efficiency.

The deployment included:

AI-powered real-time translation integrated directly into the counseling platform
Support for seven service languages, including Croatian, English, French, Turkish, Arabic, Pashto, and Ukrainian
A seamless counselor experience within the existing chat environment
Built-in analytics tracking counseling sessions, repeat contacts, and service usage
Continuous optimization to improve translation quality and user experience

"By removing language barriers through real-time AI translation, we were able to connect more children and families with the support they needed, while providing counselors with a simple and effective multilingual communication experience."

Head of Recruitment

Impact

The AI-powered multilingual counseling platform significantly improved accessibility while enabling the organization to deliver support more efficiently across diverse communities.

Key outcomes included:

Improved access to psychosocial support for migrant children and families
Faster and more natural communication between counselors and service users
Positive counselor feedback on usability, automated translation, session history, and contact management capabilities
A scalable multilingual service model ready to support future expansion

Why Mplus?

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Mplus strengthen the organization expand access to critical counseling services by combining operational expertise with embedding AI-powered multilingual communication directly into existing support workflows.

Rather than introducing a standalone translation tool, Mplus enabled secure, real-time conversations that preserved privacy, improved accessibility, and allowed counselors to focus on delivering care instead of managing language barriers.

The result is a scalable multilingual support model that increases accessibility, enhances operational efficiency, and creates a foundation for expanding essential services to even more communities.