Case Study - Intelligent customer support that scales
Phobia is a mental health platform that needed AI-powered support to handle growing user demand while maintaining empathetic, high-quality responses.
- Client
- Phobia
- Year
- Service
- Conversational AI, Automation
Overview
Phobia's mental health platform was growing rapidly, but their support team couldn't keep pace. Users seeking help were waiting hours for responses, and agents were burning out from the emotional demands of the work.
We developed a multi-tier AI support system tailored to the sensitive nature of mental health support. The system handles routine questions instantly, uses sentiment analysis to identify and escalate urgent cases, and provides agents with suggested responses they can personalize — letting them focus on the conversations that matter most.
The AI was trained on thousands of approved support interactions and fine-tuned with input from mental health professionals. It includes guardrails that ensure it never attempts to provide clinical advice, instead seamlessly escalating to human agents when needed.
What we did
- Conversational AI
- Sentiment Analysis
- Agent Augmentation
- Triage System
Dogle understood that in mental health, AI needs to augment rather than replace human connection. The system they built does exactly that.
CPO of Phobia
- Faster response time
- 80%
- Reduced agent workload
- 45%
- User satisfaction score
- 4.8
- Urgent case detection
- 99.9%