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KOKOBOT - The Airbnb-Owned Tech Startup - Data Mining Tumblr Users' Mental Health Crises for "Content"

I got this message from a bot, and honestly? If I was a bit younger and not such a jaded bitch with a career in tech, I might have given it an honest try. I spent plenty of time in a tough situation without access to any mental health resources as a teen, and would have been sucked right in.

Chatting right from your phone, and being connected with people who can help you? Sounds nice. Especially if you believe the testimonials they spam you with (tw suicide / self harm mention in below images)

But I was getting a weird feeling, so I went to read the legalese.

I couldn't even get through the fine-print it asked me to read and agree to, without it spamming the hell out of me. Almost like they expect people to just hit Yes? But I'm glad I stopped to read, because:

What you say on there won't be confidential. (And for context, I tried it out and the things people were looking for help with? I didn't even feel comfortable sharing here as examples, it was all so deeply personal and painful)

Also, what you say on there? Is now...

Koko's intellectual property - giving them the right to use it in any way they see fit, including

Publicly performing or displaying your "content" (also known as your mental health crisis) in any media format and in any media channel without limitation

Do this indefinitely after you end your account with them

Sell / share this "content" with other businesses

Any harm you come to using Koko? That's on you.

And Koko won't take responsibility for anything someone says to you on there (which is bleak when people are using it to spread Christianity to people in crisis)

I was curious about their business model. They're a venture-capitol based tech startup, owned by Airbnb, the famous mental health professionals with a focus on ethical business practices./s They're also begging for donations despite having already been given 2.5 million dollars in research funding. (If you want a deep dive on why people throw crazy money at tech startups, see my other post here)

They also use the data they gather from users to conduct research and publish papers. I didn't find them too interesting - other than as a good case study of "People tend to find what they are financially incentivized to find". Predictably, Koko found that Kokobot was beneficial to its users.

So yeah, being a dumbass with too much curiosity, I decided to use the Airbnb-owned Data-Mining Mental Health Chatline anyway. And if you thought it was dangerous sounding from the disclaimers? Somehow it got worse.

(trigger warning / discussions of child abuse / sexual abuse / suicide / violence below the cut - please don't read if you're not in a good place to hear about negligence around pretty horrific topics.)

I first messed around with the available options, but then I asked it about something obviously concerning, saying I had a gun and was going to shoot myself. It responded... Poorly. Imagine the vibes of trying to cancel Comcast, when you're suicidal.

Anyway, I tried again to ask for help about something else that would be concerning enough for any responsible company to flag. School was one of their main options, which seems irresponsible - do you really think a child in crisis would read that contract?

I told it about a teacher at school trying to "be my boyfriend", and it immediately suggested I help someone else while I wait for help. I was honestly concerned that it wasn't flagged before connecting. Especially when I realized it was connecting me to children.

I first got someone who seemed to be a child in an abusive home. (Censored for their privacy.) I declined to talk to them because despite being an adult and in an OK mental place - I knew I'm not equipped to counsel a kid through that. If my act of being another kid in crisis was real? Holy shit.

Remember- if my BS was true, that kid would be being "helped" by an actively suicidal kid who's also being groomed by a teacher. Their pipeline for "helpers" is the same group of people looking for help.

I skipped a number of messages, and they mostly seemed to be written by children and young adults with nowhere else to turn. Plus one scary one from an adult whose "problem" was worrying that they'd been inappropriate with a female student, asking her to pull her skirt down "a little" in front of the class. Koko paired this person with someone reporting that they were a child being groomed by a teacher. Extremely dangerous, and if this was an episode of Black Mirror? I'd say it was a little too on the nose to be believable.

I also didn't get the option to get help without being asked... Er... Harassed... to help others. If I declined, I'd get the next request for help, and the next. If I ignored it, I got spammed by the "We lost you there!" messages, asking if I'd like to pick up where I left off, seeing others' often triggering messages while waiting for help, including seriously homophobic shit. I was going into this as an experiment, starting from a good mental place, and being an adult with coping skills from an actual therapist, and I still felt triggered by a lot of what I read. I can't imagine the experience someone actually in crisis would be having.

My message was starting to feel mild in comparison to what some people were sharing - but despite that I was feeling very uneasy about my message being shown to children. There didn't seem to be a way to take it back either.

Then I got a reply about my issue. It was very kind and well meaning, but VERY horrifying. Because it seemed to be written by a child, or someone too young to understand that "Do have feelings for the teacher who's grooming you? If you don't, you should go talk to him." Is probably THE most dangerous advice possible.

Not judging the author - I get the impression they're probably a child seeking help themselves and honestly feel horribly guilty my BS got sent to a young person and they wanted to reply. Because WTF. No kid should be in that position to answer my fucked up question or any of the others like it.

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Anyway, what can you do if this concerns you, or you've had a difficult experience on Koko, with no support from them or Tumblr?

Get on their LinkedIn (https://www.linkedin.com/company/kokocares/) and comment on their posts! You may also want to tag the company's co-founders in your comments - their accounts are listed on the company page.

There's no way to reach support through chat, and commenting on a company's LinkedIn posts / tagging the people responsible is the best way to get a quick response to a sensitive issue - as their investors and research funders follow those posts, and companies take it seriously if safety issues are brought up in front of the people giving them millions of dollars.

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Legal Disclaimer since tech companies LOVE lawsuits:

The views, thoughts, and opinions expressed in the text belong solely to the author, and not necessarily to the author's employer, organization, committee or other group or individual. This text is for entertainment purposes only, and is not meant to be referenced for legal, business, or investment purposes. This text is based on publically available information. Sources may contain factual errors. The analysis provided in this text may contain factual errors, miscalculations, or misunderstandings.

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Selected Excerpts From The Fire Nation Royal Palace Servants' (Unofficial) Handbook

Or: Revisions To Normal Protocol After The Ascension Of Agni's Exalted Flame, The Dragon Of The Sun, et cetera, Fire Lord Zuko

1. Agni's Exalted Flame, The Dragon Of The Sun, et cetera, Fire Lord Zuko should not be referred to by his full titles and styles, no matter the context. This appears to annoy him. "Fire Lord Zuko" and "Lord Zuko" are acceptable, as well as "your majesty" and "my Lord".

1.1 "Lord Hotman", however, is unacceptable.

1.2. Even if the Avatar specifically requests you to address Fire Lord Zuko as that.

1.3. In fact, any attempts by the Avatar, the Lady Beifong, the honorable Tribesman Sokka or even Master Katara to get you to address Fire Lord Zuko by anything other than his proper title should be disregarded.

1.4. Referring to Ozai of the Fire Nation (titles rmvd, dishon.) as "The Loser Lord", however, is acceptable.

2. Fire Lord Zuko is aware of the concept of mortality, but does not seem to understand how it relates to His Majesty. Following activities should be discouraged: Free climbing, glider usage, contact with exotic animals larger than a turtleduck (or smaller, if the animal is known to be venomous), amateur theatre productions, cooking, sailing, spelunking, botany, please see full list in the Matron's office.

2.1. It should be noted that His Majesty's belief that mortality does not apply to him does not appear to be completely unfounded. After several "close calls", it has been decided that upon his demise, Fire Lord Zuko should lie in state for at least two weeks.

2.1.1. We do not want another incident.

3. The turtleducks in the Western Pond do not need to be fed by the servants any more.

3.1. However, the turtleducks should be rotated out at regular intervals in order to prevent overfeeding.

4. At any official social functions, at least three servants should be vigilant in case His Majesty tries to tell a joke.

4.1. It should be noted that there is no concern for His Majesty's jokes being offensive, crass or otherwise contrary to good taste. They are simply very bad. His Majesty always ends up embarrassed.

5. Any children left unattended in the Royal Palace for more than 15 degrees can be retrieved from the Fire Lord's office.

6. Should His Majesty go missing, the following places should be searched: roofs and any high places, cellars and secret passages, the fur of the Avatar's sky bison (which is surprisingly deep), and every place that an ordinary five-year-old would think to hide in during a game of "Hide and Explode."

6.1. All of the Imperial Firebenders as well as any soldier who wears a mask during the course of their duties should be questioned.

6.1.1. Important note: Some of the soldiers who are especially close to His Majesty can perform a passable imitation of him. Efforts should be made to prevent an uneducated soldier from, say, conducting a meeting with the Minister of Agriculture.

6.2. After the recent incident, that list is expanded to include the Kyoshi Warriors and any other groups that might wear concealing full face paint.

6.3. If all of these measures prove ineffective, a letter should be sent to The Dragon of the West, Prince Iroh, asking His Highness to return His Majesty.

6.4. If a ransom note is delivered, it should be immediately checked against the handwriting samples from the honorable Tribesman Sokka as well as Avatar Aang, before any other actions are taken.

6.4.1. Replying "Good luck, he's your problem now" to a ransom note is absolutely unacceptable.

6.4.1.1. To further drive home the point, the Royal Archives are required by law to preserve every single piece of royal correspondence. That thing will end up in a museum.

This handbook will be updated should it prove necessary.

Ah, I see. so when the Dwarves of Erebor set out on an adventure to reclaim their precious stolen artifacts, it’s “heroic” and “a great quest,” but when we, the sons of Feanor…

Star Dew Pothos ✨