This report provides a cross-cutting overview of the uses of artificial intelligence currently documented in the literature, with the aim of offering helplines a basis for reflection on the possibilities, limitations, and conditions for the responsible integration of AI. The study finds that AI is currently viewed as a support tool for human practitioners rather than a substitute for them, notably facilitating simulation-based training and the detection of signs of distress.
Although these technologies can support resource planning and quality analysis, their use remains largely experimental and requires heightened vigilance. The authors emphasize the importance of robust data governance and an ethic of responsibility to protect the privacy of vulnerable individuals. In conclusion, a gradual approach is recommended to ensure that these innovations remain aligned with the fundamental mission of human-centered listening and support.
Nzeusseu Kouamou, L., Plusquellec, P. (2026). L’intelligence artificielle dans les centres d’écoute et services de soutien psychosocial - Portrait exploratoire des usages, des enjeux et des conditions d’intégration responsable. Obvia.