FAIIR: Building Toward A Conversational AI Agent Assistant for Youth Mental Health Service Provision

World's healthcare systems and mental health agencies face both a growing demand for youth mental health services, alongside a simultaneous challenge of limited resources. Given these constraints, this work presents our experience in the creation and evaluation of the FAIIR (Frontline Assistant: Issue Identification and Recommendation) tool, an ensemble of domain-adapted and fine-tuned transformer models, leveraging natural language processing to identify issues that youth may be experiencing. We explore the technical development, performance, and validation processes leveraged for the FAIIR tool in application to situations of frontline crisis response via Kids Help Phone. Frontline Crisis Responders assign an issue tag from a defined list following each conversation. Assisting with the identification of issues of relevance helps reduce the burden on CRs, ensuring that appropriate resources can be provided and that active rescues and mandatory reporting can take place in critical situations requiring immediate de-escalation.

The FAIIR Tool: A Conversational AI Agent Assistant for Youth Mental Health Service Provision

World's healthcare systems and mental health agencies face both a growing demand for youth mental health services, alongside a simultaneous challenge of limited resources. Given these constraints, this work presents our experience in the creation and evaluation of the FAIIR (Frontline Assistant: Issue Identification and Recommendation) tool, an ensemble of domain-adapted and fine-tuned transformer models, leveraging natural language processing to identify issues that youth may be experiencing. We explore the technical development, performance, and validation processes leveraged for the FAIIR tool in application to situations of frontline crisis response via Kids Help Phone. Frontline Crisis Responders assign an issue tag from a defined list following each conversation. Assisting with the identification of issues of relevance helps reduce the burden on CRs, ensuring that appropriate resources can be provided and that active rescues and mandatory reporting can take place in critical situations requiring immediate de-escalation.