National Eating Disorders Association phases out human helpline, pivots to chatbot – Gist It

National Eating Disorders Association phases out human helpline, pivots to chatbot

The National Eating Disorders Association (NEDA) is phasing out its human-operated helpline and transitioning to a chatbot called Tessa.

Driving the news: NEDA’s decision sparked concerns among volunteers who believe that the loss of personal connection could isolate those seeking help.
* The shift to chatbot is part of a broader trend of mental health organizations turning to AI and chatbots to handle increased demand.
* Some studies show that Tessa can improve users’ body image, but there are concerns about it missing red flags and reinforcing harmful behavior.

The backstory: NEDA helpline experienced a significant increase in demand during the COVID-19 pandemic, with the number of calls and messages more than doubling.
* Staff felt overwhelmed and under-supported, raising concerns about volunteers’ ability to handle crisis situations.

The big picture: Tessa’s creators aim to provide accessible, evidence-based treatment tools for the large percentage of people with eating disorders who do not receive formal help.
* The chatbot is a rule-based system and cannot generate unique answers, limiting its ability to ~~”go off the rails.”~~

View original article on NPR

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May 31, 2023

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