Our journey began when Sam Dorison and John Callery-Coyne, two leaders at The Trevor Project, were challenged with scaling training efforts for counselors interacting with youth in crisis. They saw call center trainers and trainees struggling with repetitive training role plays that were time-intensive and mentally draining.
Understanding the need for a more efficient solution that also considered the highly sensitive nature of each interaction, they created AI software specifically for crisis support. Harnessing the power of large language models (LLMs) to automate and optimize training components, the two empowered trainees to engage in highly realistic simulated conversations. In a short time, The Trevor Project went from successfully training 60 call center agents per month to 600.
Paving the way for better call center support
John and Sam’s efforts gained widespread recognition and acclaim. Their work was named to TIME’s 100 Best Inventions of 2021, one of the first use-cases of LLMs to be highlighted. This work was also recognized across a wide range of media outlets including MIT Technology Review, CNN, ABC News, and Fast Company.
As winners of the VA’s prestigious Mission Daybreak competition, they secured funding to deploy AI-based training for suicide prevention among veterans. With a grant and staff support from Google, they built and launched HomeTeam, a revolutionary software platform accessible for free to all veterans in order to support each other with mental health challenges.
Today, having trained thousands with remarkable results, ReflexAI is more than a call center software company. We are on a mission to improve training and quality assurance at contact centers and organizations providing human-led support, particularly among individuals who deal with sensitive or critical situations. Our team continues to push boundaries and break barriers, driven by our passion to make a difference in the lives of those in need.
