Crisis-line workers' perspectives on AI in suicide prevention: a qualitative exploration of risk and opportunity.
Journal:
BMC public health
Published Date:
Jul 2, 2025
Abstract
BACKGROUND: Crisis support services offer crucial intervention for individuals in acute distress, providing timely access to trained volunteers whose human connection is key to the effectiveness of these services. However, there are significant disparities in who utilises these services. Recent advancements in artificial intelligence (AI) present new possibilities for crisis intervention in the form of AI-powered conversational partners. Yet, there is little guidance on how AI might be used in this context; and the risks and opportunities remain largely unexplored. This study aims to explore the risks and opportunities of integrating artificial volunteers (AVs) into crisis support, focusing on meeting the needs of those at risk of suicide. It collects the perspectives of crisis service volunteers to contemplate an AVs potential effect on the quality and effectiveness of support provided in crisis situations.
