Abstract

This study investigates the use of human-centered artificial intelligence (AI) to optimize information systems (IS) that support the integration of refugees in Finland. Drawing on qualitative interviews with Ukrainian refugees and key stakeholders, the research identifies trust, accessibility, and coordination as critical barriers in existing digital services. Emphasis is placed on trauma-informed design, inclusive language options, and the role of AI-powered conversational agents in facilitating meaningful and empathetic interactions. By aligning technological tools with the emotional and cognitive needs of displaced populations, human-centered AI can improve user trust and institutional engagement. The findings contribute to literature on digital inclusion, refugee services, and ethical AI design, offering practical implications for developing responsive and adaptive systems that enhance integration outcomes. The study underscores the need for cross-sector collaboration to build information environments that are not only efficient but also empathetic and inclusive for all users.

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