In response to a 1,141% rise in inquiries to its nurse-led advice line, the Eve Appeal has launched an AI tool called Ask Eve Assist to manage demand. “Ask Eve Assist has helped us manage this pressure by safely answering routine questions,” said Helen Hyndman, Ask Eve lead nurse. The surge, driven by the 2024 closure of Jo’s Cervical Cancer Trust, left the Eve Appeal’s two nurses—one working part-time—overwhelmed, according to the charity. Jo’s Cervical Cancer Trust transferred its content to the Eve Appeal, with its website now directing users to Ask Eve.
AI Tool Launched to Address Surge in Enquiries
The Eve Appeal’s AI service, Ask Eve Assist, provides 24/7 answers to common gynaecological health questions, drawing only from the charity’s validated information. Specialist nurses and individuals with lived experience co-designed the tool, which handled 95% of 359 trial users’ queries without nurse intervention. Those with complex needs are referred to the nurse-led service. Helen Hyndman emphasized the tool’s role in freeing up time for “specialist care,” noting, “Nothing can replace speaking to a nurse, but Ask Eve Assist helps us make immediate support available to people when they need it.”
Charity Cites Concerns Over Unreliable AI Advice
The charity cited risks of inaccurate health advice from generic AI platforms, pointing to an investigation where a popular system missed “red flag” gynaecological cancer symptoms. The AI tool’s launch follows a Columbia University study highlighting patient preference for professional medical advice over AI. The Eve Appeal’s nurse-led service remains available, with Ask Eve Assist serving as a supplementary resource.
Context of Increased Demand and Service Transition
The closure of Jo’s Cervical Cancer Trust, which had operated a similar advice service, directly contributed to the spike in calls. The Eve Appeal reported that the transition of Jo’s content and website traffic to Ask Eve exacerbated pressure on its staffing. The AI tool aims to mitigate this by offering immediate, reliable information, though the charity stresses it does not replace human interaction for complex cases.
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