Kids Help Phone seeking help from AI tech to meet demand for mental health support

The planned AI will be able to recognize key words and speech patterns from young people who reach out to Kids Help Phone to help busy counsellors zero in on what they need and tailor their support accordingly.

Roxana Sultan, Vector’s chief data officer and vice-president of its health division, said treating AI as a tool, not a replacement for humans, is a critical part of using the technology responsibly in health care. For example, AI can be trained to recognize words that suggest a possible eating disorder, allowing a counsellor to turn the conversation in that direction and offer up specific resources and supports.

After it launches, it’s critical that the front-line staff using it constantly evaluate the information they get. “It’s really important to be clear that all of the data that are used to train the models are de-identified,” Sultan said.

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