Crisis Text Line supports people in crisis through free, 24/7 text-based mental health services. This case explores what it takes to maintain and innovate within a complex AI-powered platform, including the hidden costs of “tech debt,” security, and AI readiness.
This case is part of Project Evident’s Equitable AI Adoption (EAIA) project, supported by the Gates Foundation, designed to provide nonprofit leaders, funders, and educators with actionable tools and real-world insights for responsibly leveraging AI. Centered around a practical framework for organizations considering the adoption of equitable AI, this series highlights the real-world experiences of organizations leveraging AI and technology to help them better serve their missions.