Matilda and Migrant Resource Centre Tasmania: a community pilot exploring multilingual access to settlement information and support.
New arrivals may be navigating unfamiliar services while using a new language. Even a routine question about an appointment, a program or the right contact can become a barrier to taking the next step.
The pilot explores a welcoming digital human that explains service information through multilingual conversation. It focuses on settlement guidance, appointment information and community programs, with a route back to staff for personal support.
Introduce Matilda as an AI assistant and let the visitor choose how to begin.
Help the visitor explore a routine service question in their preferred language.
Explain relevant service information and a practical next step.
Point people towards the organisation’s staff when personal assistance is needed.
The demonstration illustrates the proposed experience. It is not an evaluation of service outcomes.
Matilda is presented as a multilingual digital front door for settlement services. The project explores how visitors can find service information and identify the next step towards community support. Staff retain responsibility for individual support and decisions.
The questions below provide a practical evaluation framework for a similar pilot. They are proposed measures, rather than reported results from this project.
Can people explain the service information and their next step in their own words?
Do community reviewers find the language, tone and examples appropriate?
Do visitors know they are speaking with AI and how to reach a member of staff?