This study examines the role of AI-driven chatbots in addressing domestic violence (DV) within digitalized welfare services, including health and social care. DV is a pervasive public health issue and a violation of human rights. Social welfare and healthcare providers play a key role in assessing risks, implementing interventions, and organizing support services. However, despite frequent service use, many victim-survivors of DV remain unidentified due to the complexity of the phenomenon. AI-driven chatbots offer new possibilities for tackling unaddressed DV by providing information and guidance to support services. While AI holds great promises for enhancing the efficiency and effectiveness of welfare services, it also raises important ethical questions related to safety, security and accountability in the vulnerable context of DV.
This study draws on empirical data from semi-structured interviews with victim-survivors, DV professionals, and criminal justice experts. It explores how AI-driven chatbots influence professional practices and client safety. The study discusses the ethical guidelines and regulatory frameworks for governing the use of AI in services for vulnerable populations. The study highlights the importance of integrating AI-driven chatbots with human-led interventions in welfare services. While automation can assist by providing information about DV and helping to identify it, human intervention and multiprofessional support remain essential for effective recovery. The study contributes to a deeper understanding of how new technologies are reshaping professional practices in the field of domestic violence, while also addressing the ethical considerations, risks, and benefits of AI implementation. By examining these issues, the study supports the development of a comprehensive approach to AI integration—one that enhances service delivery while upholding ethical standards, respecting human autonomy, promoting justice, and ensuring accountability.