Revolutionising Crisis Support: ThroughLine & SupaHuman AI Case Study

Revolutionising Global Crisis Support with AI

Project Summary

ThroughLine partnered with SupaHuman AI to develop a Proof of Concept (PoC) conversational AI agent. Designed to offer empathetic, real-time crisis support, the AI agent leverages advanced language models to connect users in distress with appropriate helplines. This solution aligns with ThroughLine’s mission of providing scalable, effective support across over 100 countries for crises including suicide, self-harm, and domestic violence.

Results

75%

75% reduction in response times for helpline referrals.

SupaHuman AI’s solution exceeded our expectations, empowering us to expand our crisis support reach while maintaining the empathy and care our users depend on.

‍98% user satisfaction rate during the PoC, measured through feedback surveys.

Increased capability to handle over 100 concurrent crisis interactions, ensuring scalable support for global audiences.

‍

Elliot Taylor, CEO, ThroughLine

Project Details

Client

ThroughLine

Industry

Healthcare

Company size

10-50

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The Challenge

ThroughLine faced the monumental challenge of scaling global crisis support while maintaining responsiveness and empathy. Specific hurdles included: Supporting Trust & Safety teams and behavioural health providers struggling with real-time global coverage. Addressing crises in a manner sensitive to individual contexts and emotional states. Ensuring consistency and quality in crisis response while integrating with existing support networks.

The Solution

SupaHuman AI developed a custom AI conversational agent for ThroughLine, fine-tuned to handle crises with empathy and efficacy. Key features included: Crisis Identification: Leveraging motivational interviewing and brief intervention counselling techniques, the AI identifies the user’s crisis and emotional state. Empathetic Engagement: The agent builds rapport, validates user emotions, and maintains transparency about its AI identity. Helpline Referrals: A streamlined process to guide users to relevant global crisis hotlines within 10–15 exchanges. Immediate Risk Management: In cases of acute risk, the AI encourages emergency action while continuing supportive engagement. Integration: Seamless connection with ThroughLine’s platform and a global network of verified helplines.

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The Impact

The AI-driven solution transformed ThroughLine’s crisis support approach, offering scalable, timely, and empathetic assistance while reducing the burden on human teams. Enhanced Global Coverage: Reliable support available across multiple time zones and languages. Improved Responsiveness: Faster connections to appropriate help for users in crisis. Operational Efficiency: Streamlined referral processes reduced manual intervention requirements. User Empowerment: Validating and normalising user experiences fostered trust and encouraged help-seeking behaviour.

Results

75%

75% reduction in response times for helpline referrals.

SupaHuman AI’s solution exceeded our expectations, empowering us to expand our crisis support reach while maintaining the empathy and care our users depend on.

‍98% user satisfaction rate during the PoC, measured through feedback surveys.

Increased capability to handle over 100 concurrent crisis interactions, ensuring scalable support for global audiences.

‍

Elliot Taylor, CEO, ThroughLine

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