Creating a 21st Century Helpline for Enhanced Support and Continuity of Care

  • McNaney, Roisin (Primary Chief Investigator (PCI))
  • Connolly, Kieran (Supervisor)
  • Kostouros Eleuterio, Aricia (Chief Investigator (CI))

Project: Research

Project Details

Project Description

This research focuses on improving helplines for addiction and mental health support through the integration of AI technologies and human-centred design. In collaboration with Turning Point, it aims to explore how AI, machine learning and natural language processing can enhance the effectiveness and efficiency of helpline services. The study examines the specific needs of both helpline operators and callers, with the goal of developing AI systems that improve their overall experience. Co-design and human-computer interaction principles will be applied to ensure that the solutions developed are practical and centred on user needs. Close collaboration with Turning Point ensure that the research findings will be relevant and implementable within existing helpline structures. Expected outcomes include the development of new models for mental health support, improved service delivery and strengthened partnerships between academia, industry and service providers.
Short title Creating a 21st Century Helpline for Enhanced Support and Continuity of Care
AcronymCSIRO Next Generation: 12-NGAI-R1
StatusActive
Effective start/end date15/10/2414/04/28