The National Eating Disorders Association (NEDA) has been providing support for individuals struggling with eating disorders for over 20 years through a phone line and online platform. However, they recently decided to replace these services with an AI chatbot called Tessa, designed by eating disorder experts and funded by NEDA. This decision has sparked debate and concern among patients, families, doctors, and experts in the field.
Many mental health organizations and companies are facing challenges in meeting the increased demand for services and care, leading them to explore options like chatbots and AI. However, there are still questions about how to effectively deploy these technologies and for what conditions. Some worry that replacing human support with a chatbot could further isolate individuals who rely on these services as their only outlet for help.
The decision to replace the help line with Tessa also came shortly after the help line’s staff formed a union. NEDA denies that the decision was related to the unionization, but rather a response to the increased demand and the impact of the COVID-19 pandemic on eating disorders. The surge in crisis-level calls and the legal liability associated with them also played a role in the decision.
Eating disorders have become more prevalent during the pandemic, with increased hospitalizations and emergency room visits. The help line experienced a significant increase in client volume, leading to overwhelmed staff and prolonged response times. Despite the end of lockdowns, the demand for help remained high, and cases continued to be severe.
NEDA suggests that individuals in crisis should reach out to resources like the 988 suicide and crisis hotline, as the help line was unable to provide immediate responses to a significant portion of initial contacts. The goal is to ensure that individuals receive the necessary information and treatment options without having to wait for extended periods.
While Tessa was created to assist individuals with eating disorders who may not have received formal treatment, there are concerns about its effectiveness. The chatbot is rule-based, meaning it only has a limited set of responses and cannot generate unique answers. There is evidence to suggest that AI can be helpful in addressing certain concerns related to eating disorders, but there are still risks involved.
Overall, the decision to replace the NEDA help line with Tessa has raised important questions about the use of AI in mental health care. It highlights the challenges that mental health organizations and companies face in meeting the growing demand for services and the need for further research and consideration in deploying these technologies effectively.
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