New virtual assistant provides interactive counselling support



New virtual assistant provides interactive counselling support

On the Line is delighted to announce that clients visiting the Suicide Call Back Service website can now access counselling support through an interactive virtual assistant.

Launched on March 26, the virtual assistant, Claire, is programmed to use scripts and conversation flows to interact with website visitors, answer questions and help visitors locate information.

Claire is both simple and friendly to interact with. Clients visit the Suicide Call Back Service website and are invited to chat with Claire. With user interaction, Claire can conduct risk assessments, provide self-guided breathing and relaxation exercises, provide referrals to existing website resources and direct users to seek counsellor assistance when required.

Claire will be available to any website visitor on a mobile or desktop platform, to help them if they are feeling sad, anxious or worried about someone else.

On the Line CEO Kim O’Neill said, “Virtual assistant Claire creates a new touchpoint for users to access information. Using Claire as part of a suite of services to respond to clients’ information and support needs has the potential to optimise service delivery and provide a faster and more accessible service for everyone.”

“This new innovation is part of On the Line’s digital transformation strategy, exploring what possibilities and opportunities exist for us to work in new and better ways to deliver our core mission, which is to help people feel better. By leveraging technology in intelligent ways, we can provide accessible and flexible services for our clients and allow for better information transfer, now and in the future”, Ms O’Neill said.

The virtual assistant pilot will initially run for six months to determine interest, engagement and effectiveness. The pilot will allow Suicide Call Back Service to understand more about visitor needs and inform future development of similar innovative solutions on other service lines.

Visit to meet Claire.

The Suicide Call Back Service recommends using Chrome, Safari, Firefox or Edge desktop browsers for best performance with the virtual assistant.



For media enquiries or further information, contact:

Samantha Fredericks, Head of Business Strategy and Innovation

On the Line

T: 03 8371 2800


About On the Line Australia

On the Line is a professional social health organisation that delivers outsourced digital counselling solutions on behalf of our funders. We specialise in supporting client groups along the mental health continuum: from those who are high risk and have complex mental and social health needs, to the worried well, through to integrated physical, mental and social wellbeing.

On the Line is the national provider of some of Australia’s most vital telephone and online counselling services including MensLine Australia and Suicide Call Back Service.

Our operational footprint includes 22 tele-psychotherapy services, delivered on behalf of commercial and government partners, and four Primary Health Networks. Our telephone, web chat and video counselling services are supported by digital and offline marketing and promotions; interactive websites; moderated social media channels and online forums; and digital products including apps.

MensLine Australia – 1300 78 99 78

Suicide Call Back Service – 1300 659 467

SuicideLine Victoria – 1300 651 251