The COVID-19 pandemic triggered a sharp rise in eating disorders, particularly among youth. Demand for treatment has remained high, underscoring the urgent need for accessible, innovative solutions.
This fall, UHN's National Eating Disorder Information Center (NEDIC) is addressing this ongoing challenge with JEM, a new 24/7 chatbot designed to connect individuals with essential resources and supports.
For 40 years, NEDIC had provided information, guidance, referrals and real-time support to Canadians affected by eating disorders and their caregivers. Before the pandemic, the service reached 3,500 individuals annually through its toll-free helpline and live chat service. That number has since grown to over 6,000 each year.
JEM is a rules-based artificial intelligence (AI) chatbot. It guides users through predefined scripts and decision trees to NEDIC's most important and popular resources — such as explainers on the causes and types of eating disorders, and coping skills for managing emotions or balancing social media usage.
"JEM helps us connect people to resources that might help them understand what their options are and where they can go," says Sara Marini, NEDIC's Technical & Administrative Coordinator, and a past member of the team that answers the helpline and chat service.
This non-intrusive, easily accessible tool allows individuals to take the first step toward seeking support without feeling pressured to engage in conversation. With two-thirds of NEDIC users opting for chat and 40 per cent of traffic occurring evenings and weekends, JEM addresses a critical need to access resources outside traditional hours.
"We want people to know that JEM is not replacing human interaction," says Suzanne Phillips, Program Manager, NEDIC. "Our helpline team is still available every day (Monday to Thursday, 9 a.m. to 9 p.m.; Friday, 9 a.m. to 5 p.m.; Saturday and Sunday, 12 p.m. to 5 p.m. All times EST.).
"We know that not everyone wants to receive information in the same way, and that someone may not be ready to talk to a person."
While chats on JEM are private and not monitored, ensuring individual confidentiality, users can opt to connect with a real person via NEDIC's Live Chat during service hours or access 988, Canada's Suicide Crisis Helpline, available 24/7 via phone or text for crisis support.
Unlike generative AI, which learns from user data and may generate unsuitable responses, JEM's rule-based system ensures safety by providing clear and reliable responses for those seeking health-related support. If users ask questions beyond its parameters, JEM responds with: "I'm just a simple bot, so I'm still learning. Try using my buttons to start a conversation."
"We have a responsibility to meet people where they are, which includes leveraging technology," says Sara. "While we understand hesitations around chatbots, we know that younger demographics are more comfortable using these tools, and eating disorders often begin in adolescence or early adulthood, making early intervention crucial for better outcomes."
JEM was initially developed by a research team led by Dr. Gemma Sharp at Monash University in Australia. NEDIC, connected with like-minded organizations in the United States, United Kingdom, Ireland and Australia that support those affected by eating disorders, heard about the work and was intrigued.
"We had the opportunity to meet with Dr. Sharp and her team and learn more about JEM," says Suzanne. "We recognized its potential to provide individuals with accessible, immediate support, complementing the services we already offer."
NEDIC has adapted JEM for the Canadian context, becoming the first organization to modify it for a different geographic region. Australian expressions were removed, and Isabel Legault, NEDIC's Senior Direct Client Support Worker, re-recorded the accompanying videos that teach coping skills. New imagery was also added throughout to enhance JEM's visual appeal.
JEM was soft-launched in September to test its effectiveness, and was later publicized in NEDIC's newsletter in November. The service has received positive reviews.
The chatbot is part of NEDIC's multi-year expansion strategy, supported by a $2 million gift from the Slaight Family Foundation. The funding has enabled extended live chat support hours, translation of resources into multiple languages and the creation of new materials addressing the unique eating disorder experiences of 2SLGBTQ+ individuals and those from Black, Indigenous and people of colour (BIPOC) communities.
While JEM does not replace professional treatment or provide personalized guidance, it serves as a vital tool, directing individuals to appropriate help when they need it most. Its launch marks a promising development in leveraging technology to enhance access to support for those affected by eating disorders.
