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Title
Crisis Text Line fine-tunes an LLM-powered conversation simulator on Databricks to train crisis counselors
…urely and efficiently fine-tune and deploy the models used in these workloads. “We created different fine-tuned versions of Llama 2, utilizing synthetic conversation role-plays created by our clinical staff as an initial training set,” Lui explained. This method ensures that the models are tailored to Crisis Tex…
Description
Crisis Text Line, a nonprofit text-based mental health crisis service supporting 1.3 million conversations a year, used Databricks MLflow and fine-tuned versions of Llama 2, trained on synthetic conversation role-plays created by clinical staff, to build an LLM-powered conversation simulator that lets new volunteer crisis counselors practice engagement strategies without real-world repercussions. The simulator has been used by over 50 volunteers and clinicians, and the organization is also developing a conversation-phase classifier to help assess response quality.
…ext-based mental health support and crisis intervention in English and Spanish. With over 1.3 million conversations supported in the past year alone, the organization leverages advanced data and AI technologies to deliver high-q…
…ecific needs without compromising the security of sensitive data. Additionally, the conversation simulator has been used by over 50 real volunteers and clinicians to enhance their training and readiness. Onboarding volunteer crisis counselors more confidently and quickly Over the p…
Company
Crisis Text Line
…. Real-time crisis intervention requires a scalable, secure data infrastructure Crisis Text Line is a nonprofit organization dedicated to providing free, 24/7, confidential, text-based mental health support and crisis intervention. Crisis Text Line’s live volunteer crisis counselors help texters sort through a…
Industry
Technology & Software
…s — Shout (UK) Text 85258 Text About It (IE) Text 50808 Share this post Details Industry : Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to…
Problem
Crisis Text Line's data landscape was siloed in terms of record reporting, with business rules and context inconsistent or lost in data silos, causing downstream operational teams to struggle making efficient, real-time decisions; legacy systems also suffered simple queries timing out and multiple points of failure from batch-script data transformation.
…ion was required. Principal Product Manager Kristi Lui explained, “At the time, our data landscape was very siloed in terms of record reporting. A lot of business rules and context remained inconsistent or lost in data silos. That meant our downstream operational teams struggled to make more efficient or…
Solution
Crisis Text Line centralized its data on the Databricks Data + AI Platform to create a single source of truth with a federated data store, used Unity Catalog for granular table- and column-level access control, MLflow to manage the full model lifecycle, and Spark Declarative Pipelines for its post-processing pipeline, then fine-tuned versions of Llama 2 on synthetic conversation role-plays from clinical staff to build an LLM-powered conversation simulator.
…ets available for our clinical teams, our analytics groups and future ML work.” Databricks empowered Crisis Text Line to create a federated data store that facilitated efficient and secure data handling and allowed teams to work i…
Business value
Databricks helped Crisis Text Line dramatically reduce the time required to make critical datasets available to clinical teams, analytics groups and future ML work, increased user adoption of dashboard artifacts, increased program ROI as customers and affiliates learned to trust its operational and analytical expertise, and reduced infrastructure and engineering overhead; the LLM-powered conversation simulator has been used by over 50 real volunteers and clinicians to boost training confidence.
We've dramatically reduced the amount of time required to make critical datasets available for our clinical teams, our analytics groups and future ML work.
Technology
MLflow, Spark Declarative Pipelines, Unity Catalog, Llama 2, Agent Bricks
…urely and efficiently fine-tune and deploy the models used in these workloads. “We created different fine-tuned versions of Llama 2, utilizing synthetic conversation role-plays created by our clinical staff as a…
AI capabilities
Large Language Models, Conversational AI
…ork.” Additionally, two game-changing generative AI use cases have taken shape. A large language model (LLM)–powered conversation simulator allows new crisis counselors to practice engagement strategies in difficult scenarios, boosting their confidence without real-world repercussi…
Use case type
Conversational assistant
…ork.” Additionally, two game-changing generative AI use cases have taken shape. A large language model (LLM)–powered conversation simulator allows new crisis counselors to practice engagement strategies in difficult scenarios, boosting their confidence without real-world repercussi…
Headline outcome
…Line CUSTOMER STORY Providing critical mental health support to those in crisis 1.3 million Crisis intervention conversations supported over the last year 100,000 Volunteers trained globally Watch video Crisis Text Line offers text-ba…
Deployment model
cloud
…t Details Industry : Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to get started? Try Databricks for free Learn more…
Deployment options
cloud
…t Details Industry : Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to get started? Try Databricks for free Learn more…
