To mark Safer Internet Day, the European day dedicated to raising awareness about digital usage, the e-Enfance Association is launching a new tool to connect with its Net Ecoute 3018 support platform. Its chatbot is aimed specifically at young people and parents looking for quick answers and advice on digital usage. This new conversational tool was developed by the e-Enfance Association with the support of Facebook, which is continuing its commitment to enhancing online safety and security.
The e-Enfance Association chatbot, a new tool for communicating with its Net Ecoute 3018 support platform
Faced with an ever-increasing number of requests recorded on its Net Ecoute support platform since the first lockdown (up 44% in 2020), the e-Enfance Association is using artificial intelligence to enhance its existing communication system (netecoute.fr, email, chat, Messenger, or toll-free number 3018).
The chatbot is aimed particularly at young people, who have been making an increasing number of enquiries over the past year. Available from the homepage of its website or Facebook page, the The chatbot analyses queries and provides initial concrete responses. Depending on the request, it directs the caller to a resource on the website; it provides answers on topics of varying complexity, such as cyberbullying or webcam blackmail; or it directs the caller directly to a listener for immediate, personalised support.. The chatbot thus enhances the platform's customer service capabilities and responsiveness in handling the most urgent cases.
At any time during the conversation, users will be able to request to be directed to a listener on the Net Ecoute 3018 platform. The chatbot is not intended to replace personalised support from counsellors. The chatbot is accessible on Messenger, via Facebook pages from the e-Enfance Association or its Net Ecoute support platform, as well as on its websites e-childhood.org and netecoute.fr. It will soon be rolled out on WhatsApp.
Net Ecoute 3018, the national helpline, 100% anonymous and confidential helpline of the European Commission's Safer Internet Programme
Operated by the e-Enfance Association, Netecoute.fr 3018 has been the national toll-free number for the protection of minors on the Internet and digital parenting support since 2009. A trusted third party, it is the only alert system directly linked to social media, the Pharos platforms of the National Police, the Digital Brigade of the National Gendarmerie, and 119-Children in Danger.. Its team of psychologists, lawyers and digital tool specialists, trained in the protection of minors, advises and supports young people, parents and professionals on all issues related to the use and dangers of digital technology.
It can be reached Monday to Saturday from 9:00 a.m. to 8:00 p.m. on 3018, at netecoute.fr, by email, chat and Messenger. With the launch of the chatbot, the service is now available 24 hours a day, referring emergency situations to the relevant authorities and providing advice on specific digital issues frequently encountered by young people. The e-Enfance Association and its Net Ecoute support platform operate with the support of the European Commission's Safer Internet Programme.
According to Justine Atlan, Chief Executive of the e-Enfance Association, «As pioneers in France in setting up chat services for young users, we are proud to continue innovating with the launch of the first chatbot for a child protection helpline in France. With the proportion of 15- to 17-year-olds on our platform continuing to grow, it is essential that we offer young people the communication tools they love to encourage them to contact us. We are delighted to have been able to carry out this project with the support of Facebook, our long-standing partner.»
Throughout the week, find tips and advice on Facebook with the Parlons Web series of content on the France Facebook page.
Parents are also increasingly expressing the need to better understand and grasp digital technology. That is why Facebook will be highlighting the topics of internet safety and security this week in the Connected Parents Club and on the Facebook France page. This will be done through the launch of «Parlons Web» (Let's Talk Web), a series of content designed to spark conversation about online safety and raise awareness of tools for safe social media use (including reporting inappropriate content, managing contacts, privacy assistance, monitoring time spent online, etc.).
Facebook will also consult its community of 3 million members to gather their most frequently asked questions about online safety. For Safer Internet Day, content creators will answer these questions by sharing all their tips for a safe social media experience.
For Michelle Gilbert, Head of Communications for Facebook in France and Southern Europe and mother of four teenagers and young adults : “Digital technology is an opportunity and a chance for parents and children, but it also raises countless questions about its everyday use within families. I am delighted that the e-Enfance Association's chatbot, co-developed with Facebook on Messenger, is now available. It is a natural extension of the tremendous support that the e-Enfance Association has been providing to parents and young people for many years.”
Facebook's commitments to safety and security
Facebook remains committed to working closely with the French people, experts and civil society to develop programmes, features and resources on safety and security:
– Digital education programmes specifically designed by Facebook France teams:
– The “Summer Course for a Connected Family” programme, a week of discussions and training on online safety with associations and experts.
– The Online Civic Fund, an annual initiative worth €1 million supporting civil society projects that combat harassment and hate and promote critical thinking.
– Features dedicated to parents, such as the launch in late 2020 of a new type of «Education/Parent» group within the Groups feature on Facebook.
– Resources for parents, young people and educators to answer all their questions about digital technology use:
– The «Online and Secure» website»
– The Bullying Prevention Centre
– The portal for parents
– The portal for young people
– The guides
For further information:
Press office of the e-Enfance Association:
Gaëlle de Montoussé – g.demontousse@e-enfance.org,
Sandra Tricot – +44 (0)6 65 85 85 65 – stricot@kbzcorporate.com
Facebook press office: facebook.presse@humantohuman.fr
About the e-Enfance Association
Recognised as a public utility, the e-Enfance Association has been the benchmark for child protection on the Internet and digital citizenship education since 2005. Approved by the French Ministry of Education, it offers interventions in schools, training on the proper use of the Internet, and operates the Net Ecoute helpline for young victims of cyberbullying and their parents.
Free, anonymous and confidential, Net Ecoute 3018 is the national helpline specialising in protecting minors on the internet, combating all forms of cyber violence and providing support for digital parenting. It is the only service directly linked to social networks, the National Police's «Pharos» platform, the National Gendarmerie's «Digital Brigade» platform, and the 119 Child Protection Hotline. The service is available at netecoute.fr, by email, chat and Messenger from 9 a.m. to 8 p.m. Monday to Saturday.
