When you need answers, this startup can help

Kyiana Williams is the founder and CEO of e.e.r.s, a multilingual chatbot that provides official info in the event of a crisis. And for Williams, it’s a personal mission.

Williams’ family home burned in the Eaton Fire in Altadena, California. First forced to evacuate, her family then had to navigate how to relocate, recover, and rebuild.

That information can already be confusing and difficult to parse, but Williams also learned that bad actors were soliciting sensitive info from victims under the guise of assistance programs, exposing them to identity theft and fraud.

“My goal for e.e.r.s is to make sure that when you have questions, that they get answered by a source that you can trust,” she told The Hustle.

It didn’t start that way

Williams initially founded entertwine, a platform to connect aspiring filmmakers to opportunities, but people often remarked that its recommendation engine could be used for something “bigger.”

The company first looked at 988, the national suicide prevention hotline. Finding that overwhelmed workers often fielded calls from different states, they developed a platform that could source relevant resources.

Williams describes the current e.e.r.s as a “slight pivot,” as it’s always been about connecting people with what they need.

How it works

• Municipalities — federal, state, county, or city — can integrate e.e.r.s. with their existing platforms or websites.
• Residents can chat or text with e.e.r.s. like they would any other chatbot and receive conversational answers in 140 different languages. For example, someone could ask for help finding an open shelter, transportation, or financial aid programs.
• As municipalities provide e.e.r.s. with info, it never sources the broader internet. If a question is beyond its scope, it will either redirect the user or decline to answer. 

What’s next?

E.e.r.s is actively seeking municipalities open to piloting the software, and working to find ways to communicate when WiFi isn’t an option.

While e.e.r.s’ main goal is to help in and after emergencies, the platform could also be used to help residents prep for disasters (e.g., “What do I need in an earthquake kit?”) or even answer general questions (e.g., “Where can I drop off my compost?”).

Williams also noted an added ROI for cities: If residents had one reliable place to ask questions, they’d be less likely to call 911 or other emergency departments to ask non-emergency questions.