Two issues, “I’m lonely” should be flagged as a negative sentiment, and “I need help” should have a follow up question that asks what they need help with so we can identify what the right response is.
Also note that when offering emergency assistance we need to be mindful of where people are. In Australia our emergency hotline is 000 no 911. People could be anywhere, so do we need to ask a branching question that directs people to the right channel. And more importantly escalate to a human to intervene.