# CAIA in Practice: Field Evaluation of an AI-Assisted Support System for Text-Based Online Counselling

arXiv: https://arxiv.org/abs/2608.22251 · HTML: https://mlsanity.com/paper/2608.22251/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 5 of its 24 references that are in the map.
- First posted on arXiv 23 Aug 2026.

## Builds on (most cited first, 5 of 5)

- [Towards Facilitating Empathic Conversations in Online Mental Health Support: A Reinforcement Learning Approach](https://mlsanity.com/paper/2101.07714/) (2021)
- [Human-AI Collaboration Enables More Empathic Conversations in Text-based Peer-to-Peer Mental Health Support](https://mlsanity.com/paper/2203.15144/) (2022)
- [Helping the Helper: Supporting Peer Counselors via AI-Empowered Practice and Feedback](https://mlsanity.com/paper/2305.08982/) (2023)
- [Exploring the Efficacy of Large Language Models in Summarizing Mental Health Counseling Sessions: A Benchmark Study](https://mlsanity.com/paper/2402.19052/) (2024)
- [Aligning Large Language Models for Enhancing Psychiatric Interviews Through Symptom Delineation and Summarization: Pilot Study](https://mlsanity.com/paper/2403.17428/) (2024)

## Built on by (most cited first, 1 of 1)

- [N"urnberg NLP at ChildSafeAds 2026: Structurally Dissimilar Voter Ensembles under Four Levels of Data Access](https://mlsanity.com/paper/2609.34986/) (2026)

## Abstract (arXiv)

Rising global demand for mental health support creates significant service delivery challenges, with asynchronous email counselling serving as a crucial low-threshold channel for accessing care. This paper presents CAIA, a co-designed AI-based tool suite that demonstrates responsible AI integration into counselling practice through seven LLM-driven functions enhanced by retrieval-augmented generation. A field evaluation involved 34 professional counsellors conducting authentic sessions with trained student counsellees (36 threads, 321 messages, 1,257 AI outputs). User behaviour analysis confirms substantial adoption, revealing that professional autonomy and information accuracy are decisive for sustained acceptance, with counsellors particularly valuing interpretive functionalities that provide new perspectives and stimulate professional reflection.