Eating Disorder Helpline Fires Staff, Transitions to Chatbot After Unionization

The management of the National Eating Disorders Association (NEDA) decided to replace staff members with a chatbot, four days after the unionisation of the workers involved. As of 1 June 2023, in fact, the telephone operators of the line in question have been completely replaced by Tessa, a chatbot intended to take their place after twenty years of service.

The NEDA claims that artificial intelligence can better help those with eating disorders, but the staff knows that the situation is not just about wanting to offer a better service: it's about union busting, pure and simple.

The situation arose as a result of some demands made by staff members, necessary to keep up with the ever-changing and growing helpline. In response, NEDA finalised the transition from human to chatbot.