Webchat for mental health suspicions

Slonvinton
Slonvinton Online Community Member Posts: 89 Empowering
edited April 25 in Mental health and wellbeing

Shortly after the news came out about the benefit changes I used the webchat support feature on one of the mental health sites. I found the experience a bit weird, I dont know what I expected, and since then Ive been wondering if it was AI responses.

Im wondering if anyone else has had these kind of interactions and got that vibe. I dont know if I think a person was using AI to craft their responses or if there is something about that specific situation that results in the formulaic vibe, or just that they have a bot on their webchat… Im hoping its not the latter and it does seem like if it was it would be a scandal so that too makes it less likely surely. Cant shake the vibe though.

Comments

  • tdc
    tdc Online Community Member Posts: 4 Listener

    Hi I have not used the website so cannot give a a comment about it. However I hope someone can enlighten us… I hope it wasn’t AI answering you but if it wasn’t how weird were the responses and the experience? Did you get answers to your questions? T

  • Slonvinton
    Slonvinton Online Community Member Posts: 89 Empowering
    https://forum.scope.org.uk/discussion/comment/1019941#Comment_1019941

    I asked the same question on reddit and got some feedback in agreement that it was getting increasingly botlike in its responses there. They also said that they were noticing they were more likely to be encouraged to end the call over the last few months too. I was also encouraged to end my call- nothing was said to me that wasnt distraction tactics throughout the entire conversation.

  • Amazonianup
    Amazonianup Online Community Member Posts: 54 Contributor

    I used a text service and calls for help when im bad (they never help just want to move on i think theyre just trying to catch suicides more than anything its like talking but not talking) but it might take mind off things or think things through. They have a sheet to follow or ai for sure. Never any meaningful advice other than a narrative or a question with a question. Its not personal a bit like some responses on here when you know the dwp do horrible things and the response is 'im sorry you had to go through that its not like this for everyone' when i would reply it definitely does happen they lie etc and its clear they do lie and manipulate otherwise people on here wouldnt have to ask about benefits for cancer after registering for LCWRA at the centre or have to register being homeless to UC at job centre using the centres address and not handed hostel pamphlets etc. its not advice its your met with its suspicion and manipulation to stop you getting help as a process. The mental health services by text or online chats also have a process i guess? Its why its not personal?

  • Rosie_Scope
    Rosie_Scope Posts: 5,974 Scope Online Community Coordinator

    I think a few services like this may have either templates or scripts to follow so they can try to help in a way that protects the health and well-being of both the person in distress and also the person listening/responding. Even if they're not using AI, it may come across as bot-like for that reason as they'll be sending similar responses to multiple people.

    I'm not 100% on that, but that would be my theory!

  • WhatThe
    WhatThe Online Community Member, Scope Member Posts: 4,117 Championing

    Hi Slovington. 'Crafted' is the right word whether human or bot. Nothing and nobody can be entirely trusted on the international network though..

    With increased demand for mental health support, new services will emerge. Trust your instinct because it's usually right. Lockdown accelerated the move to AI.

    I managed less than five minutes of a guy (supposedly ex-DWP) members are raving about on another thread. Lots of words, lights, hand motions saying absolutely nothing.

    People in crisis may need words of comfort (reminders) or need to hear another voice or need to talk and fortunately, we do have established organisations in the UK. I have used them. Reliable information about welfare benefits though is thin on the ground.

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