Crisis Text Line identifies 85% of high-risk users in need of emergency intervention by applying machine learning to texts
Summary:
The Crisis Text Line allows users in need of immediate mental health help to text a counsellor. Some of those users need emergency service intervention, so machine learning has been applied to discover relations between text message content and the requirement for immediate intervention, allowing the service to better prioritize users. The system identifies 86% of users at high risk for suicide within the first few messages.
Problem:
Traditionally, crisis centers respond to people in the order in which they come into the queue. But if you double your volume instantly, that's going to lead to long wait times. They want to help the people who have the highest-severity cases first: They want to help somebody who's feeling imminently suicidal before somebody who's having trouble with their girlfriend or boyfriend or something.
- Industry
- telecommunication
- Function
- Customer Service
- Company Name
- Crisis Text Line
- Vendors
- Confidential
- AI Technologies
- Link to usecase
- link