Customer Story
How Relate Charity UK assists 10,000+ users monthly with an AI-guided counselling assistant
1000+ queries resolved
Monthly queries
Offline Counselling Guidance and Recommendations
Use Case
Improved Lead Conversion
Outcome
Challenge
Relate, the UK’s largest provider of relationship support and counselling services, needed a scalable way to offer initial guidance and support recommendations, especially during off-hours. With a growing number of users visiting their website seeking emotional support, their team required a solution that could responsibly handle sensitive interactions and direct users to appropriate services.
Solution
1) 24/7 AI Counselling Navigator Wonderchat powers RelateBot, an AI assistant available on the Relate website. It helps users describe their issues in natural language and intelligently guides them to relevant support services (e.g., couple therapy, family counselling, individual support). 2) Triage and Routing The AI chatbot filters user concerns and refers them to appropriate next steps: whether it’s browsing educational resources, getting referred to local Relate branches, or being advised to contact a human counsellor in sensitive situations. 3) Lead Conversion Tool RelateBot improves lead quality by clarifying service options upfront and reducing drop-offs caused by confusion or overwhelm. Many users are unfamiliar with the nuances of counselling categories; the chatbot bridges this gap. 4) Safeguarding-Aware AI Wonderchat’s implementation followed Relate’s counselling ethics. It avoids providing clinical advice or making diagnostic statements, instead guiding users safely and respectfully toward human help
Results
Since launching the AI agent, Relate has been able to resolve over 1,000 frequently asked user queries each month. The chatbot now plays a vital role in offering instant, around-the-clock access to information, while intelligently filtering sensitive or urgent cases that require human intervention. By guiding users through the available services in a clear and compassionate manner, the AI has meaningfully improved conversion rates, turning more help-seekers into actual counselling bookings. It has also reduced friction for vulnerable users navigating emotionally difficult moments, providing a safe, non-invasive first touchpoint. By being available outside traditional office hours and embedded in digital channels, the AI has helped Relate extend its reach to a wider, more diverse audience: including those who may hesitate to speak to someone directly at first.
Relate is a UK-based charity providing counselling services. Their chatbot serves as a digital companion to guide users to appropriate mental health resources.
Industry
Nonprofit and Charitable Organizations
Employees
300+
Use Case
AI Chat Provider
40+ Languages
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