For billions of people, access to jobs, government services and financial systems still depends on navigating forms, portals and bureaucracy. A growing number of organizations are taking a simpler route: bringing compliance, public services and trusted information into popular messaging apps.
In South Africa, AskMandla helps domestic workers and employers handle contracts, payslips and government registrations through WhatsApp. The platform has also introduced salary advances, helping workers build the employment records often needed to access formal financial services.
In India, Odisha’s Puri Police launched a WhatsApp chatbot that lets residents and visitors report incidents, file complaints and find nearby stations with a simple message.
In Vietnam, Cong Thuong Newspaper and the Ministry of Industry and Trade launched a chatbot to answer questions about the country’s rollout of E10 biofuel. Rather than risk misinformation, questions outside its knowledge base are routed to human experts.
For brands, governments and institutions, the challenge is simple: how to get processes to work in a two-minute chat.
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