Built an AI call center system for Dialogue’s mental health services. The system handles the full intake flow over the phone—triage assessment, routing to appropriate care, booking appointments.
Not a “press 1 for English” phone tree. Actual conversational AI that listens, understands context, asks follow-up questions. Mental health triage is sensitive work, so the system needed to be efficient without feeling robotic.
The challenge was scaling intake capacity while keeping it human. Mental health services are swamped with demand, and the traditional model doesn’t scale. The system conducts structured assessments conversationally, handles interruptions and clarifications, and books appointments directly into the scheduling system.
When the AI detects something that needs immediate human attention, it escalates to a live coordinator. Turns out knowing when to hand off to a human is just as important as handling the routine cases.