From Words to Action: AI-Supported Suicide Prevention Helpline
Support workers often face intensive conversations where they must respond quickly and appropriately. Mathematician Salim Salmi therefore researched which Artificial Intelligence (AI) and Neuro-Linguistic Programming (NLP) solutions could aid in support services to improve the quality and effectiveness of chat conversations on suicide prevention helplines, like 113.
Tools for Live Support
The study was driven by the increasing demand for effective, scalable support in mental health care, showing that AI systems can contribute to supporting helpline workers. Salmi developed tools for live support during conversations, which proved helpful in complex and prolonged discussions. However, advice from an experienced colleague remains more effective. One potential tool is an AI-powered suggestion assistant that can help support workers overcome “writer’s block.”
Impact of the COVID-19 Pandemic
Additionally, an analysis of chat data showed that the COVID-19 pandemic had a clear impact on conversation topics. People expressed more gratitude toward support workers, and specific concerns emerged among those living alone. In short, AI can provide valuable support, but human input remains essential.
More information on the thesis
