SettleSMART: Supporting Messaging and Assistance Resource Technology

Many newcomers rely heavily on the internet to access settlement information, often turning to online tools like group chats and chatbots for timely support. SettleSMART is a research intervention initiative, funded by Immigration, Refugees and Citizenship Canada (IRCC) through the Service Delivery Improvement (SDI) Stream, exploring how artificial intelligence (AI)—specifically AI-powered ChatBots and Group Chats—can improve access to services provided by Service Provider Organizations (SPOs),  

By developing smart digital platforms, the project aims to streamline the settlement process and make it more accessible and efficient for newcomers. These tools offer 24/7 support during the critical early stages of settlement. At the same time, SettleSMART supports SPOs in delivering more innovative, client-responsive, and technologically adaptive services within Canada’s settlement sector.

A. Project Information

What is the SettleSMART Project?

SettleSMART is a federally funded research intervention project that explores how AI-enhanced digital messaging tools—specifically ChatBots and Group Chats—can be used to improve newcomer access to accurate, timely settlement information in Canada. The project strengthens service delivery in the settlement sector by combining artificial intelligence, digital communications, and human-centered design principles.

Led by a collaborative team that includes Calgary-based tech partner VizworX, the project brings together immigrant-serving organizations, Equity, Diversity and Inclusion (EDI) and Indigenous experts, academic researchers, and community stakeholders. It aims to co-design and pilot digital tools that strengthen the effectiveness of Canada’s federal Settlement Program, with a focus on Alberta.

What Does SettleSMART Aim to Do?

SettleSMART seeks to:

• Improve newcomer access to reliable, multilingual settlement information through digital messaging tools.

• Enhance the capacity of SPOs to integrate AI and digital communication technologies into their service delivery models.

• Conduct research into digital habits, informational needs, and usage patterns among newcomers and SPOs.

• Build a scalable, replicable model of AI ChatBot and Group Chat that can be adopted by SPOs throughout Alberta and beyond.

Why Is This Important?

Newcomers often depend on digital tools to navigate the early stages of settlement, frequently seeking help outside of formal service channels. At the same time, SPOs are eager to modernize and meet clients’ changing communication preferences. SettleSMART addresses this gap by developing digital solutions that are multilingual, user-friendly, accessible, and responsive to newcomers' diverse needs.

This project recognizes that successful digital transformation in the settlement sector goes beyond technology—it involves engaging communities, fostering equity, and enhancing organizational capacity. All tools developed will be copyright-free and open-access, allowing for broader sectoral adoption and long-term impact.

B. Project Overview

Methods

SettleSMART will be implemented across three fiscal years through the following phases:

Knowledge-Building Phase

• Conduct a comprehensive literature review and environmental scan to explore existing tools, sector trends, best practices, and service gaps.

• Identify appropriate digital tools and outline a roadmap for implementation.

• Conduct province-wide surveys with SPO staff and clients in Alberta to assess current digital practices and communication needs.

• Establish an Advisory Table involving SPOs, Local Immigration Partnerships (LIPs), umbrella organizations, EDI specialists, and Indigenous partners to guide content design and tool development.

• Gather feedback regularly through stakeholder consultations and community engagement sessions to ensure relevance and inclusivity.

Tool Development and Testing Phase

• Co-design and integrate curated content into AI-powered ChatBot and Group Chat tools featuring a three-tier response system: automated AI, receptionist-level, and counsellor-level interactions.

• Pilot the tools in selected Alberta locations in two stages, reaching at least 200 newcomer participants.

• Gather user feedback through surveys, focus groups, and interviews; revise and improve tools based on findings.

Sector Capacity-Building Phase

• Share all tools, templates, and content as open-access resources to encourage widespread adoption.

• Promote tools and sector insights through webinars, workshops, e-newsletters, and social media targeted at SPOs.

• Collect feedback and usage data to assess SPO satisfaction and provide actionable insights to IRCC and sector stakeholders.

Knowledge Dissemination Phase

• Disseminate findings and tools to stakeholders, including SPOs, municipalities, academic institutions, and federal bodies, through conferences, community presentations, and publications.

• Make project materials, toolkits, and research reports publicly available via a dedicated website to foster transparency and support sector learning.

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