Whakarongorau Aotearoa, New Zealand’s national telehealth service provider, has announced the development of an AI-enabled concierge platform designed to improve access to mental health and addiction support. The initiative is supported by matched funding from the New Zealand Government’s Mental Health Innovation Fund and was unveiled during Digital Health Week 2025.
The platform is intended to operate as a digital “front door” to mental health care, allowing people to connect through phone, text, and digital channels and be guided to appropriate services based on their needs and location. These services may range from immediate crisis support and peer support to virtual clinical consultations and in-person care.
By simplifying navigation and enabling earlier intervention, the platform aims to reduce delays in accessing care and help prevent mental health challenges from escalating. Users will be able to view available services in their area and, in some cases, book support directly, addressing common barriers such as fragmented systems and unclear referral pathways.
Development of the platform will include a co-design phase involving people with lived experience, clinicians, Indigenous and culturally diverse communities, youth, rural populations, disabled people, and sector leaders. This approach is intended to ensure the service is inclusive, culturally safe, and grounded in equity and user choice, while also supporting responsible and transparent use of AI.
Whakarongorau has emphasised that clinical decision-making will always remain with qualified professionals. The platform will operate under clinical governance, meet national health privacy and security standards, and clearly inform users when AI is involved, with the option to opt out at any time.
The initiative reflects a growing global trend toward the use of AI-enabled navigation tools in mental health systems, particularly to improve accessibility, reduce system complexity, and better connect people to the right level of care when they need it.
