In this report, we map and explore the use of digital tools and AI in integration-related services across the Nordic capital cities, with particular attention to the “human dimension”. We define this as the direct interactions and relationships that are created between human beings during the integration process, including support from caseworkers, NGO staff, and volunteers. The report addresses four objectives: (1) to identify where digital tools add value and where human contact is essential; (2) to investigate the suitability of digital solutions and AI for different groups of refugees and migrants; (3) to identify good practices; and (4) to provide recommendations on scaling or transferring solutions to other Nordic capitals.
The study was conducted with a qualitative research design combining desk research and mapping with a survey, interviews, a workshop and input from researchers and practitioners. We used a human-centric approach to guide the analysis, structured around eight themes: accessibility; human empowerment and agency; human interaction; trust; education and awareness; effectiveness; scalability and adaptability; and fundamental rights and ethics compliance.
General conclusions
Digitalisation is a key component of integration-related services in the Nordic countries with digital tools widely used to help refugees and immigrants access information and services. However, there are also situations where digital tools become barriers for individuals, for instance, for those with limited digital skills, little knowledge of Nordic administrative systems, or low trust in public institutions. AI is being used increasingly in the public sector for various purposes, including integration services. While the technology offers new opportunities, such as the customisation of integration pathways and personalised learning, it also raises questions regarding accuracy, transparency, and implications for privacy and data protection, as well as issues concerning digital dependency and digital sovereignty.
