In a country where navigating bureaucracy can be challenging even for locals, a new digital initiative is using artificial intelligence (AI) to break down barriers faced by migrants, asylum seekers, and refugees in Italy.

Sportellino (from sportello, Italian for “help desk”) is a free chatbot available via WhatsApp and Telegram that aims to transform how people with migrant backgrounds access vital information in Italy.

For Viktor Seibert (age 32), founder of the bot, one of the most pressing challenges today lies in accessing reliable, up-to-date information in a language people understand — from knowing which documents are required for specific appointments to where to request certain permits, and how bureaucratic procedures actually unfold in practice. Information often varies depending on the source — whether it’s NGOs, peers, or even officials — resulting in confusion, delays, and missed deadlines.

An AI That Informs and Empowers

According to Human Rights Watch, between January and October 2024, nearly 55,000 people arrived in Italy by sea—a figure that reflects the scale of the humanitarian and reception challenge. In this context, Sportellino is more than just a chatbot. It is a purposeful digital tool designed to serve one of Europe’s most vulnerable and underserved communities.

Drawing on official Italian sources, up-to-date, internally verified information, and data about local services like hospitals and language schools, the bot provides trustworthy, multilingual, and instant guidance—available 24/7.

“We collaborate with help desk staff and community support officers to verify all information and incorporate specific, often locally grounded knowledge that is typically unavailable online. Unfortunately, we often encounter outdated information published by presumingly trustworthy civil society sources, and therefore always double and triple-check everything that eventually ends up in Sportellino’s knowledge base. Lastly, it is important to mention, that our Chatbot does not have access to the internet and is trained solely on data that we are feeding into the system,” explains the young and ambitious social entrepreneur, describing how the bot processes information.

Sportellino uses AI to understand and respond to users’ questions on topics such as asylum procedures, residence permits, healthcare access, labor rights, and civil registration. All interactions are anonymous, secure, and completely free of charge.

A Human Vision Behind the Technology

Behind Sportellino is German founder Viktor Seibert, a recent graduate from the course “Migration and Development” at Sapienza University with a background in political science and experience in cultural and social initiatives.

His motivation is clear: “I was inspired by the idea of creating something that could help a large number of people in a meaningful way — and by the simplicity of the solution itself. Imagine waiting months for a crucial appointment, only to be turned away because you didn’t bring the right documents. Or picture someone spending days trying to figure out where to go to request a specific permit, just because the information isn’t available in their language or is outdated.”

The virtual assistant was developed by a small team of social workers, developers, and migration experts who are well acquainted with the difficulties newcomers to Italy face, even when trying to access the most basic services. By integrating artificial intelligence with on-the-ground expertise, they have created a tool that is fast, accurate, and sensitive to the real needs of migrants.

“AI enhances human support by making accurate information available instantly, in multiple languages, and at any time — even when no staff or legal advisors are available. It doesn’t replace human support but acts as a first layer of guidance that can reduce stress, save time, and help people come better prepared to appointments or consultations. This way, human operators can focus on more complex or urgent cases,” explained Seibert, highlighting the role of technology as a complement — not a substitute — to human assistance.

Reliable Information, Easy Access

What sets Sportellino apart is its commitment to quality and accessibility. Unlike many digital tools, Sportellino requires no registration or personal data. It complies with the European Union’s General Data Protection Regulation (GDPR), contains no ads, and is designed to run smoothly on messaging platforms users already know, like WhatsApp and Telegram.

Currently, Sportellino guides users looking to settle in Italy through processes such as applying for asylum, renewing residence permits, accessing healthcare, and understanding labor rights. And this is just the beginning. The team is already developing new features like offline access and voice communication.

A Model for Digital Inclusion

Sportellino is a nonprofit project, initially funded by private donations, and is seeking additional support through public and EU programs such as Italy’s National Recovery and Resilience Plan and the EU Asylum, Migration and Integration Fund. Still, its core mission remains the same: to use digital innovation to foster inclusion, empowerment, and human dignity.

The bot represents progress within a growing movement for technology with purpose—one that sees artificial intelligence not only as a commercial tool but as a means to expand access to rights and strengthen communities.

“I believe technology can really help promote integration and social justice, not by doing everything, but by making things a bit easier and more fair for people who often face unnecessary barriers. If done right, it can make information and services more accessible, help people feel less lost, and give them a better chance to participate fully in society. For me, it’s about using simple tools to make everyday situations a little less overwhelming,” concludes the founder of Sportellino.

About Sportellino

We are a small, dedicated team of social workers, developers, and migration experts based in Rome. Together, we created Sportellino – a digital chatbot that helps people with a migration background navigate Italian bureaucracy. Whether it’s residence permits, healthcare, or local registration – Sportellino explains the key steps clearly, in multiple languages, and for free. The chatbot is powered by artificial intelligence and developed in close collaboration with professionals in the migration field. Our goal is to offer low-barrier access to reliable information – directly on your smartphone, via WhatsApp or Telegram. We believe that digital tools can empower inclusion when they are easy to use, secure, and accessible to everyone. That’s why Sportellino is anonymous, ad-free, and free of charge. Sportellino is a non-profit project and is continuously improved through feedback from users, supporters, and organizations working in the field. Web: https://www.sportellino.it/en/chi-siamo