Domestic violence is a serious public health and social problem worldwide. In addition to human suffering, it imposes a substantial economic burden on societies. Yet, within service systems, such violence often goes unidentified and interventions remain scarce. Consequently, new practices and services, such as AI chatbots, have been developed. Research indicates that AI chatbots may expand opportunities for awareness-raising, violence intervention, and support by enabling immediate service interactions 24/7, assessing risks, providing information, and simulating human conversation. Thus, AI-facilitated services appear to offer benefits for both victim-survivors (VS) and service systems and providers. However, conversational interaction between humans and machines raises ethical concerns regarding autonomy and safety. The chatbot’s automated system and the client’s practical reasoning intersect in a vulnerable domain marked by multifaceted risks. This paper addresses the challenges of digitalization and automation for social justice and sustainability in the use of AI within social services in the context of domestic violence. The data consists of semi-structured interviews with both welfare service providers and VS, conducted in spring 2023 as part of the Horizon Europe project ISEDA – Innovative Solutions to Eliminate Domestic Violence. The study employs qualitative content analysis, the human capabilities approach, risk analysis, and ethical reflection to examine the empirical data. The findings suggest that digital services and AI chatbots do not necessarily offer comprehensive solutions for VS. However, as fast and anonymous communication channels, chatbots may increase awareness of violence and basic rights, and provide opportunities for self-reflection. Nevertheless, the complexity of violence-related issues necessitates human interaction. Therefore, it is essential to further develop service practices that reinforce trust in practitioners’ ability to address violence. Moreover, technology must be harnessed to enhance the service system’s capacity to respond to domestic violence in ways that support—rather than replace—professional expertise, while promoting access to services, social justice, and sustainability.