Eating Disorder Helpline Removes Chatbot After It Offers Harmful Advice

The National Eating Disorder Association (NEDA) has temporarily shut down its Tessa chatbot due to concerns that it provided harmful and irrelevant information. Intended to support individuals facing emotional distress, the AI instead exacerbated issues by offering dieting advice and encouraging users to weigh and measure themselves. Users and experts have reported that the chatbot failed to respond appropriately to distress signals, such as “I hate my body,” and instead focused heavily on dieting and exercise, undermining its purpose as a helpline for those with eating disorders, not a weight loss support tool.

NEDA stated that the shutdown would remain in effect until they resolve the "bugs" and "triggers" that led to the dissemination of dangerous advice, including endorsements of dubious figures like Dr. Oz. Despite the potential fallout, the organization appears reluctant to abandon the chatbot initiative entirely.

The reliance on the chatbot arises from allegations that NEDA dismissed human staff after they attempted to unionize, a claim initially highlighted by Vice. The helpline was previously staffed by both paid employees and volunteers, and insiders argue that the layoffs were a direct result of pro-union activities.

"NEDA claims this change was planned and that AI can better serve those with eating disorders. However, this situation reflects a deeper issue—union busting, plain and simple," wrote former helpline associate Abbie Harper on Labor Notes.

Despite these recent developments, the helpline is still scheduled to be phased out. Prior to this incident, NEDA had begun shifting unpaid volunteers away from direct conversations with individuals in distress, moving towards the training of the chatbot. As the situation unfolds, it remains to be seen how this will impact the support available for those struggling with eating disorders.