Onboarding mental health patients with a privacy-first, HIPAA-compliant AI assistant

Talkspace uses Rasa to automate patient onboarding, a step towards ‘Therapy for All’

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The Challenge

Talkspace is a leader in online mental health therapy, using messaging to connect therapists with patients. The company was looking to automate repetitive conversations like onboarding with an AI assistant to minimize costs during their growth phase.

Existing cloud-based APIs like Dialogflow or LUIS are unable to meet Talkspace’s stringent privacy requirements and need for HIPAA-compliant data hosting and processing.

The Solution

Talkspace chose Rasa to build an AI assistant in-house with their product team. All tools are hosted in their HIPAA-compliant on-prem or cloud servers, guaranteeing privacy and data security.

Rasa’s contextual dialogue technology allows the product team to build natural, complex conversations which connect to existing backend APIs to fetch relevant data, for example user profile information.

In just a few months, Talkspace built an AI assistant for their user onboarding flow. The assistant allows therapists focus on helping patients while lowering user acquisition costs. Talkspace plans to add more skills to its AI assistant based on real user conversations.

Automating conversations about mental health is a delicate undertaking. You want to achieve maximum privacy and highest accuracy in your responses, while still conveying empathy. Rasa gave us exactly that while allowing us to deploy the AI on our HIPAA-BAA compliant infrastructure. In addition, the contextual dialogue technology allows for more natural conversations that can adapt to the needs of the client in the moment.

Bonnie Ray, VP Data Science at Talkspace

Industry: Healthcare

Location: New York, USA

Employees: 101-500

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