Crisis Text Line commercial data sharing

February 2022

Under pressure from politicians, regulators, privacy experts and mental health practitioners, US-based mental health non-profit Crisis Text Line (CLT) is ending its practice of sharing confidential data with customer service company Loris.ai.

Earlier, Politico had discovered that Loris had been using CLT data and insights to develop, market and sell customer service optimisation software, prompting concerns about the non-profit's governance, ethics and transparency, and the commercial nature of the two organisations' relationship.

CLT's initial response to Politico's findings had been marred by its mischaracterisation of an earlier review of its academic research data policies by privacy organisation EPIC.

Operator: Crisis Text Line

Developer: Crisis Text Line

Country: USA

Sector: NGO/non-profit/social enterprise

Purpose: Provide mental health support

Technology: Chatbot; NLP/text analysis

Issue: Privacy; Confidentiality; Security; Ethics
Opacity:
Governance; Marketing