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Microsoft Healthcare India

IWill Therapy and IWill CARE

Customer Service Automation

IWill Therapy and IWill CARE, a leading online mental health care provider in India, needed to reach more clients.

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"It made it easy for us to train subject-matter experts in one day, enabling them to progress with minimal help from engineers." Serving clients in Hindi, a language spoken by 600 million people in India, with the potential to add other Indian languages was a key requirement for the IWill bot.
More than 1 billion people worldwide need mental healthcare, with 60 to 70 million of them in India alone.1 Access to mental health is exceptionally low in India.
The gap between people needing care and available treatment is one of the highest in the world, estimated to be as high as 80 percent.

Reported impact

Business outcome

IWill's scalable, AI-powered bot now provides cognitive behavioral therapy to bring mental health access and therapist-like conversations to people throughout India.

  • Customer Experience
  • Risk Reduction
  • Scalability

Solution

IWill Therapy and IWill CARE built its Microsoft solution to improve customer-service and conversational-support workflows. IWill Therapy and IWill CARE, a leading online mental health care provider in India, needed to reach more clients. Key components included Azure OpenAI Service ran model inference or heavy processing, and Azure AI Studio coordinated workflows, prompts, or deployment. User prompts and domain content are orchestrated through Azure AI Studio, processed by Azure OpenAI Service, and then delivered through Azure Kubernetes Service so IWill Therapy and IWill CARE can return context-aware answers or automation in the flow of work. The stack stayed governed and extensible on Microsoft. IWill's scalable, AI-powered bot now provides cognitive behavioral therapy to bring mental health access and therapist-like conversations to people throughout India.

Data flow

User prompts and domain content are orchestrated through Azure AI Studio, processed by Azure OpenAI Service, and then delivered through Azure Kubernetes Service so IWill Therapy and IWill CARE can return context-aware answers or automation in the flow of work.

Solution architecture

6 components · 3 layers
  1. Compute
    • Azure OpenAI Service Runs large language models that generate grounded responses, summaries, and copilots.
    • Azure Virtual Machines Hosts application workloads and supporting services on Azure infrastructure.
  2. Orchestration
    • Azure AI Studio Provides the build environment for prompt orchestration, safety controls, and model tuning.
    • Azure Kubernetes Service Operates containerized application and AI workloads in a managed Kubernetes environment.
    • Azure DevOps Supports deployment, testing, and release management for the Microsoft solution estate.
  3. Governance
    • Azure AI Content Safety Applies safeguards and filtering to reduce harmful or unsafe AI outputs.

Architecture clues

  • Clients can express themselves openly in a conversational setting and receive therapist-like responses from the bot.
  • IWill also uses a portfolio of Azure services, including Azure Kubernetes Service , Azure DevOps, and Azure Virtual Machines, to host the application's front- and back-end, DevOps, and security.
  • IWill's scalable, AI-powered bot now provides cognitive behavioral therapy to bring mental health access and therapist-like conversations to people throughout India.

Evidence from the source

"It made it easy for us to train subject-matter experts in one day, enabling them to progress with minimal help from engineers." Serving clients in Hindi, a language spoken by 600 million people in India, with the potential to add other Indian languages was a key requirement for the IWill bot.
IWill Therapy and IWill CARE, a leading online mental health care provider in India, needed to reach more clients.
IWill's scalable, AI-powered bot now provides cognitive behavioral therapy to bring mental health access and therapist-like conversations to people throughout India.
It created a Hindi-speaking chatbot named IWill GITA using the cutting-edge products and services included in the unified Azure AI Studio platform, incorporating the latest large language models in Azure OpenAI Service and integrated Azure AI Content Safety filters.
More than 1 billion people worldwide need mental healthcare, with 60 to 70 million of them in India alone.1 Access to mental health is exceptionally low in India.
The gap between people needing care and available treatment is one of the highest in the world, estimated to be as high as 80 percent.
Transparency Evidence & methodology 81/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value81/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    6 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    IWill Therapy and IWill CARE customer story

    First-party
    https://www.microsoft.com/en/customers/story/1742331877394146486-iwilltherapy-azure-openai-service-health-provider-en-india
    Source type
    Vendor-published customer story
    Published
    Mar 4, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Mar 4, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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