Case Study: Polaris improves human trafficking support with Twilio Flex

Polaris helps human trafficking victims get the support they need

Polaris, which operates the U.S. National Human Trafficking Hotline, needed a faster, more effective way to help victims of sex and labor trafficking connect with support services. Advocates were juggling multiple communication channels and separate interfaces, making it harder to understand each person’s situation and respond quickly. Polaris turned to Twilio Flex to streamline this critical work.

With Twilio Flex, Polaris unified phone, text, webchat, webform, and email into a single workflow, supported by IVR and chatbot tools to route and handle inquiries more efficiently. The result was a significant reduction in wait times, a 45% reduction in workflow steps, and 50% fewer loading screens, giving advocates more time to provide personalized, trauma-informed support.

Polaris

Forrest Jacobs

Senior Software Developer