NEDA replaces eating disorder helpline staff with chatbot

The US National Eating Disorder Association (NEDA) has replaced the team of staff and volunteers manning a popular and reputable helpline with a chatbot, resulting in a backlash from NEDA employees and volunteers, and a welter of critical media coverage.

Under pressure from surging demand for eating disorder and 'crisis-type' advice, NEDA's helpline team had decided to unionise to ensure a safer and more productive work environment. They were fired four days after they unionised, though NEDA said the two were unrelated.

NEDA said it would replace the helpline and its team with 'Tessa', a mental health chatbot that the association claimed is an entirely new programme, as opposed to a 'replacement'. Initial evaluations of the new bot suggest it has some way to go before it is able to provide relevant, effective advice in an appropriate manner.

The new chatbot was taken offline two days before it was officially due to launch after it was found to be encouraging unhealthy eating habits rather than helping someone who said she had an eating disorder.

System

• National Eating Disorder Association (NEDA) website

• NEDA (2023). Chatbot suspension statement

• Cass AI. Meet Tessa

Research, advocacy

• NEDA Helpline Associates Union

• Abbie Harper (2023). A Union Busting Chatbot? Eating Disorders Nonprofit Puts the 'AI' in Retaliation

News, commentary, analysis

• https://www.npr.org/2023/05/24/1177847298/can-a-chatbot-help-people-with-eating-disorders-as-well-as-another-human

• https://www.vice.com/en/article/n7ezkm/eating-disorder-helpline-fires-staff-transitions-to-chatbot-after-unionization

• https://www.vice.com/en/article/qjvk97/eating-disorder-helpline-disables-chatbot-for-harmful-responses-after-firing-human-staff

• https://fortune.com/well/2023/05/26/national-eating-disorder-association-ai-chatbot-tessa/

• https://gizmodo.com/eating-disorder-helpline-ai-chatbot-1850476378

• https://www.cureus.com/articles/25462-ethical-artificial-intelligence-for-digital-health-organizations#!/

• https://www.themarysue.com/the-national-eating-disorder-helpline-replaced-its-staff-with-a-chatbot/

• https://www.techtimes.com/articles/291975/20230526/neda-disbands-long-running-telephone-helpline-replace-tessa-ai-chatbot.htm

• https://www.dailydot.com/irl/neda-chatbot-weight-loss/