Communications of the ACM
AI Analysis Gives Guidance to Crisis Counselors
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
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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)
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