Artificial Intelligence will be able to recognize key words and speech patterns from young people who reach out, allowing busy counsellors to zero in on what that caller needs
TORONTO — Kids Help Phone says it's turning to artificial intelligence to help respond to the "enormous need" as more and more young people reach out for mental health help and support.
But Kids Help Phone says it's keenly aware that the term "artificial intelligence" could alarm people as they conjure up images of a computer or chatbot, rather than a human, on the other end of the helpline."It's always human to human," Hay said. "It's not taking the place of a human-to-human approach."
"We've been very clear with all of our partners that the tools that we are developing are always meant to be a support to the clinicians. They are never meant to replace clinician judgment, clinician engagement," Sultan said. AI can also be trained to identify new words and trends related to situations that are causing distress and anxiety, such as a pandemic, climate change, wildfires or a mass shooting.
"You really cannot blindly follow what any algorithm is informing you to do in practice. So as high quality as the model may be, as well-trained as it may be, it is never intended to replace your judgment and your experience as a clinician," Sultan said.
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