Mateo Garcia Pepin

With over 300 million messages exchanged since 2013 and more than a decade of expertise, Crisis Text Line is now leading the implementation of LLMs in the mental health nonprofit space. We will discuss a set of conversation monitoring capabilities built on the Databricks ecosystem that provide unprecedented observability into live, high-stakes conversations. These models surface risk signals, quality metrics, and contextual insights. We will demo how these capabilities enable co-pilot-like support that helps crisis responders and clinical supervisors focus on what they do best—supporting people in need.

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.