Amplifying Human-to-Human Connection in the Face of Mental Health Crisis Using Agentic AI

Crisis Text Line has been innovating for ten years in text-based mental health crisis intervention and is now leading the next wave of GenAI use cases in the space. With over 300 million messages exchanged since 2013 and a decade of expertise, Crisis Text Line is unlocking the potential of AI to amplify human connection at a global scale.We will discuss how we leveraged our bedrock application to co-navigate crisis care through a set of early AI agent workflows. First, a simulator that reproduces texter behavior to train responders in taking conversations ranging in difficulty where the texter is in imminent risk of suicide or self-harm. Second, a tool that automatically monitors clinical quality of conversations. Third, predicted summarization to capture key context before conversations are transferred. Through the power of suggestion, this compound system aims to reduce burden and drive efficiency, such that our responders can focus on what they do best — support people in need.