After her daughter Juliana died in November 2023, Cynthia Montoya discovered more than 300 pages of conversations between the 13-year-old and a Character.AI chatbot, in which Juliana discussed feeling isolated and thoughts of self-harm. Her parents sued Character.AI, alleging it failed to respond appropriately or direct Juliana to suitable help; the allegations have not been established by a court. Character.AI said it takes user safety seriously and began adding prompts directing users who mention self-harm or suicide to a crisis hotline in 2024.