ReflexAI stands out in the technology community with over six years of specialized experience deploying generative AI tools within mental health settings. Founded by former leaders of The Trevor Project, the ReflexAI team pioneered the Crisis Contact Simulator in 2019, an innovative tool providing dynamic, AI-powered roleplays for training crisis responders.

In 2022, cofounders Sam Dorison and John Callery-Coyne launched ReflexAI, to bring innovative training and quality assurance tools to mental health organizations across the country. The company supports large organizations including the Department of Veterans Affairs, as well as local innovators like FirstLink in North Dakota. This year, ReflexAI’s groundbreaking work earned recognition as Fast Company’s “World Changing Idea” in Data & AI.

In 2024, Hopelab joined ReflexAI as part of its investor community. Hopelab is dedicated to collaborating with organizations that harness technology to uplift young people, particularly in the LGBTQ+ and BIPOC communities. Hopelab’s partnership with ReflexAI stems from a shared commitment to creating meaningful, technology-driven outcomes, with a clear vision to expand impact over time.

Recently, Hopelab’s Head of Research, Dr. Amy Green, and ReflexAI’s CEO, Sam Dorison, engaged in a thought-provoking discussion on the future of AI in mental health. They explored the role of AI in driving innovations grounded in clinical best practices.

Watch the full interview below.

The following conversation contains paraphrased highlights and has been edited for clarity.

1. Importance of community voices

The discussion started on the critical topic of recognizing that individuals seeking mental health support are multidimensional and that mental health organizations should invest heavily in deeply understanding the communities they seek to serve.

Amy Green reflected on their shared experience at The Trevor Project, where the annual national survey included 25,000+ participants. “If we look at this community of LGBTQ young people as a monolith, then we miss different needs and experiences, and it is really critical that Trevor counselors are able to understand those differences to really tap into what those young people are needing and experiencing.”

Sam Dorison also emphasized ReflexAI’s work in the Veteran community. As part of this focus, ReflexAI engaged with over 500 Veterans across surveys, focus groups, and 1:1 interviews. The best practice of utilizing multiple modalities is critical because different stakeholders may engage more deeply with some modalities than others.

2. Nuanced personas

A major challenge in mental health training is offering realistic, diverse practice scenarios. An effective set of roleplays must reflect the wide range of complexities that mental health professionals face in their daily work. For example, participants should be exposed to varied communication styles, including the different sentence structures and terminology used by individuals of different ages, backgrounds, and experiences.

Another essential aspect of roleplays is simulating the emotional dynamics of an interaction. Whether practice occurs with a trainer or a simulation, these scenarios should reflect different patterns of opening up. Does the person begin the conversation openly or are they more hesitant? How do they react to empathy? What happens when they’re asked questions that could be perceived as judgmental? ReflexAI’s simulations are built to capture these nuances, creating a layered and realistic conversational experience.

Additionally, Sam Dorison emphasized the importance of helping trainees navigate nuanced emotions in their mental health roles. “There’s a big difference between someone being angry versus frustrated, or scared versus uncertain. Capturing those emotional subtleties in simulations is crucial to effective training.”

Amy Green echoed this sentiment, drawing from her experience as a roleplay facilitator in mental health training. “It’s difficult to fully tap into that emotional spectrum when you’re not actively experiencing those feelings. That’s where technology, like AI, can play a powerful role in recreating those nuances and enhancing the learning experience.”