Koko has worked with Character.AI over the last year to provide wide-spectrum mental health support for their users.
Partnership outcomes:
📍 10,000+ interventions completed
🌎 6 languages supported
⌚️ 58% felt less hopeless
This course made me feel like I belong, that maybe I have a chance to improve in the future and not harm myself every time I feel down or lonely. I don’t have to do this alone.
ANONYMOUS Character.AI users
THE GOAL
Reduce escalation across risk tiers (low → high) while balancing three priorities:
⚠️
Product continuity
Maintaining the integrity of the platform experience
↩️
Regulatory risk management
Users are routed to trusted off-platform resources, such as Koko, so Character.AI and its characters are not positioned as a clinical mental health provider
⛑️
User Safety
Ensuring users in distress can easily reach appropriate support beyond helplines.
PROJECT OVERVIEW
Koko worked with Character.AI’s Safety Team to design and deploy evidence-based support pathways that connect users in distress with the right resources.
Pathways map directly onto risk signals: support is available to every user and becomes more visible and directive as risk increases.
Characters stay characters: support comes from the platform layer, preserving the character relationship
Proportional response: support becomes more direct and immediate as risk increases
Care without overreach: calm and emotionally aware, not clinical or alarmist
405k+
users impacted
“I may very well owe it my life” Anonymous Koko User, Tumblr
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