UK Therapy Provider
An AI triage chatbot for a therapy provider — handling initial enquiries against safe operating procedures and reducing first-contact load on clinical staff.
The challenge
In mental-health services, triage isn't a form — it's a structured conversation that must follow safe operating procedures precisely, because getting it wrong has real consequences. The choice was to hire more staff for first contact, or build a system that could conduct initial triage reliably and escalate to a human when needed. The chatbot had to understand the company's specific protocols, ask the right questions in the right order, and know exactly when a human needed to take over.
What we did
Safe operating procedure integration
Trained on the company's specific triage protocols — not a generic FAQ bot, but a system that follows the clinical logic the team uses.
Company information layer
Service information, pricing and intake process, so the bot handles informational enquiries alongside clinical screening.
Escalation workflow
Clear escalation triggers — specific responses that flag an immediate human handover, including safeguarding scenarios.
Website integration
Integrated into the existing client-facing site for a seamless first-contact experience.
Tech used
AI chatbot platform · custom knowledge base · escalation logic · website integration
The timeline
Faster, without cutting corners.
Built before our current AI workflow; the principle is unchanged — protocol-accurate, with human escalation.
“It handles first contact with genuine care and escalates the moment it should. It's freed our clinicians to focus on therapy.”
What this shows about Trisec
One of the most demanding contexts for an AI system — the stakes of a wrong answer are real, and the protocols exist for good reason. This wasn't a "what are your opening hours?" bot. It was built to follow clinical triage logic precisely, handle sensitive disclosures appropriately, and escalate without hesitation. Getting it right required understanding the business deeply, not just building to a spec.
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