Childline receives hundreds of thousands of inquiries from young people facing mental health crises. With conversations often being sensitive and life-altering, they cannot be rushed. However, during peak times, waiting periods meant vulnerable children were left in silence at their most desperate moments.
We built Cubie, a digital assistant that acts as the “front door” to Childline’s web chat. Instead of a static waiting room, Cubie uses AI to listen. By understanding the urgency and sentiment of a child’s messages, the system provides immediate signposting for those who need quick advice and keeps high-risk users engaged and supported while they wait for a human counsellor.
“Many companies talk about partnership, but rarely do suppliers show the commitment and flexibility we have seen from ebm.”
The organization now supports more young people with the same resources, ensuring no cry for help goes unanswered.
Children arrive at their counseling sessions more relaxed, having already formulated their thoughts with Cubie’s help and guidance.
Staff receive a transcript of the AI interaction, allowing them to skip the “data gathering” and dive straight into deep, empathetic support.
The NSPCC team manages the AI themselves—no coding required—allowing them to update guidance in real-time as new social issues emerge.
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