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Exploring Applications of AI in the Crisis Line Sector: Protocol for a Scoping Review
Allison Crawford1,2, Mackenzie Earle1, Gisell Castillo1
1Centre for Addiction and Mental Health, Toronto, ON, Canada.
JMIR Research Protocols
|August 13, 2026
Summary
This scoping review examines artificial intelligence (AI) applications in crisis line services. It explores AI
Area of Science:
- Public Health
- Mental Health Technology
- Artificial Intelligence
Background:
- Crisis helplines are crucial for suicide prevention, offering accessible support.
- Artificial intelligence (AI) offers novel applications for crisis services, including risk assessment and responder support.
- Ethical and safety considerations are paramount for AI implementation in crisis care.
Purpose of the Study:
- To conduct a scoping review on AI applications in crisis line services.
- To explore diverse stakeholder perspectives on AI in crisis support.
- To identify current AI use cases and implementation challenges.
Main Methods:
- Utilizing a validated methodological framework and PRISMA-ScR guidelines.
- Conducting a comprehensive literature search across multiple databases (e.g., MEDLINE, Embase, PsycInfo).
- Synthesizing extracted data using descriptive and narrative approaches.
Main Results:
- The search strategy is finalized, with screening of 3380 unique records ongoing.
- Results are anticipated by winter 2027.
- Current AI exploration and implementation in crisis lines remain largely unknown.
Conclusions:
- AI presents opportunities to optimize mental health interventions and enhance crisis care.
- Significant implementation challenges exist for AI in the crisis sector.
- This review will inform practice, policy, and research for responsible AI integration.
