SPUNOUT, A MENTAL health support charity for young people, has defended its text messaging service after concerns about possible AI use were raised online.

The question was asked in a post on the social media site Reddit yesterday by a user who shared a screenshot of the end of a friend’s interaction with the ‘Text About It’ resource.

The image shows three messages received by the person including what appear to be two automated texts, one saying the SpunOut volunteer had ended the chat and another prompting the person to respond to a survey about their user experience.

The first message in the sequence – which was posted without details of what was previously said in the exchange – tells the texter that they have “shown your strength today” and to “look after yourself”.

It also suggested that the texter seemed content with a plan they believed would bring them peace.

“Is Spunout’s text service AI?” the poster asked while explaining their friend had been going through a mental health crisis.

Responding to queries from The Journal, SpunOut said that all conversations on Text About It are direct person-to-person chats involving a “structured framework that ensures consistency, quality and accountability”.

Although the organisation said it could not comment on individual cases for confidentiality reasons, it confirmed it conducts “regular reviews to ensure that clear protocols are followed”.

A friend of the person who received the messages also spoke to Newstalk about the interaction.

Aoife told the radio station’s Lunchtime Live show that her friend had been on the way to work and was “feeling low” and “having a massive panic attack” and “intrusive thoughts”.

Because they were on public transport at the time, her friend, who she said is bipolar and suffers from complex PTSD, used the text service rather than calling a phone line.

Having seen the interaction, Aoife said, “it seemed like a very AI-based response”.

“I was just in utter disbelief,” she said, adding that it seemed like her friend was being “egged on”.

In the statement provided to The Journal, SpunOut said its ‘Text About It’ service consists of “160 trained volunteers who are supported in real-time by our expert clinical staff team”.

SpunOut said the service “operates under clear governance and strict procedures, with oversight from SpunOut’s full time clinical mental health team at all stages of interaction”.

“Our robust training procedures ensure that volunteers follow our clear protocols that guide how support is offered, how risk is assessed and how safety is prioritised,” the statement continued.

Where an increased risk to a user is recognised, volunteers and staff use “evidence informed approaches with escalation pathways in place”, the statement said.

If you have been affected by any of the issues mentioned in this article, you can reach out for support through the following helplines. These organisations also put people in touch with long-term supports:

• Samaritans- 116 123 or email jo@samaritans.org (suicide, crisis support)

• Pieta House – 1800 247 247 or text HELP to 51444 – (suicide, self-harm)