Sign In

Communications of the ACM

ACM TechNews

AI Analysis Gives Guidance to Crisis Counselors


View as: Print Mobile App Share: Send by email Share on reddit Share on StumbleUpon Share on Hacker News Share on Tweeter Share on Facebook
A caller to a crisis hotline

Researchers from Cornell University and the Crisis Text Line crisis-counselor platform used state-of-the-art natural language processing to learn how the language employed by crisis counselors systematically changes over time

Credit: Getty Images

A study by Cornell University researchers and the Crisis Text Line crisis-counselor platform described how volunteer crisis counselors' use of language evolves.

The team used state-of-the-art natural language processing to learn that the language employed by counselors systematically changes, based on their training and empathy for callers in distress, giving rise to unique voices for calming those distressed individuals.

The researchers analyzed more than 1 million anonymized texts from about 3,500 counselors on the Crisis Text Line.

Crisis Text Line's Robert Filbin said the study' insights will help the platform train and guide crisis counselors.

Cornell's Cristian Danescu-Niculescu-Mizil said, "This is an example of how natural language processing techniques can assist the development of skills in conversation-heavy professions."

From Cornell Chronicle (NY)
View Full Article

 

Abstracts Copyright © 2019 SmithBucklin, Washington, DC, USA


 

No entries found

Sign In for Full Access
» Forgot Password? » Create an ACM Web Account