AI & Technology

Scaling Trusted Inclusion Support Through Human-Guided AI Matching

Incluzun

1 PlatformMarketplace to Operations

3-StageAI Matching

100%Expert-Reviewed Matches

The Challenge

Incluzun connects families in the UAE who have children with additional learning needs to qualified Learning Support Assistants (LSAs). Its model rests on trust: every assistant is vetted, children’s data is kept to a minimum, and every introduction goes through an Incluzun specialist. That concierge model set Incluzun apart, but it was hard to scale. Every match relied on a person comparing a child’s needs, location and schedule against a growing pool of profiles. Verification, payments, contracts and meeting records were spread across separate tools, with no single audit trail. Incluzun needed one platform that could take on the operational work without replacing the human judgement its reputation was built on.

Our Approach

Innavera designed, built and hosts the Incluzun platform: a single web application that brings together the LSA marketplace, a learning management system and the public site at incluzun.com. At its core is a smart matching engine. AI-driven ranking had originally been planned for a later phase, and we delivered it in the first release. The engine works in three stages:

Eligibility rules remove any candidate who does not cover the child’s areas of need, work in the same emirate or have availability listed.
Semantic matching compares each family’s description of their situation with each assistant’s profile, using a multilingual model that reads English and Arabic. This finds fit that keyword filters miss.
AI re-ranking by a large language model orders the leading candidates and writes a short explanation for each placement.

Incluzun’s team steers the ranking with plain-language guidance, such as favouring formal special-education credentials when clinical needs are mentioned. They can change it at any time without development work. Safeguarding shaped the design throughout:

The AI sees anonymised profiles and never a name.
If the AI service is unavailable, matching falls back to the rules-based ranking and keeps running.
A specialist reviews every ranked list, reorders it and presents a final shortlist of three candidates to the family.

Around the engine, we built LSA document verification and video review, anonymised public profiles, online payments, digital contracts, meeting records, dispute tracking and a full audit log of admin actions. The skills academy includes courses, auto-graded quizzes, written exams and branded certificates.

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The Results

Matching now starts with a ranked, explained shortlist of eligible candidates, so specialists spend their time on judgement calls rather than sorting through profiles. Every introduction is still made by a person, so Incluzun can take on more families and assistants without weakening the safeguarding standards its brand depends on. Verification, payments, contracts and training now run on one platform with a complete audit trail. The academy gives Incluzun a structured way to keep raising the quality of its LSA workforce, and the platform is ready for Arabic localisation and expansion into Saudi Arabia.

Beyond matching, the platform has become Incluzun’s operational backbone. Process automation moves each family and assistant through verification, matching, contracts and payments without manual follow-up, and dashboards give the team a live view of the whole operation in one place. Incluzun now runs its day-to-day work from a single system, making decisions on current data rather than piecing it together from separate tools.