One of the core goals of crisis counseling services is to support emotional de-escalation of the individual in crisis, by reducing intense negative emotional affect and emotional dysregulation. The science of crisis intervention has been impeded, however, by a lack of quantitative approaches that allow for detailed analysis of emotion in crisis conversations. In order to measure de-escalation at scale (millions of text-based conversations), lightweight models are needed that can assign not just binary sentiment predictions but quantitative scores to capture graded change in emotional valence. Accordingly, we developed a transformer-based emotional valence scoring model fit for crisis conversations, BERT-EV, that assigns numerical emotional valence scores to rate the intensity of expressed negative versus positive emotion. This transformer-based model can run on modest hardware configurations, allowing it to scale affordably and efficiently to a massive corpus of crisis conversations. We evaluated model performance on a corpus of hand-scored social media messages, and found that BERT-EV outperforms existing dictionary-based standard tools in the field, as well as other transformer-based implementations and an LLM in accurately matching scores from human annotators. Finally, we show that trends in these emotional valence scores can be used to assess emotional de-escalation during crisis conversations, with sufficient turn-by-turn granularity to help identify helpful vs. detrimental crisis counselor statements.

Although clients’ perceptions of therapist empathy are known to correlate with therapy effectiveness, the specific ways that the therapist’s language use contributes to perceived empathy remain less understood. Natural Language Processing techniques, such as transformer models, permit the quantitative, automated, and scalable analysis of therapists’ verbal behaviors. Here, we present a novel approach to extract linguistic features from text-based crisis intervention transcripts to analyze associations between specific crisis counselor verbal behaviors and perceived genuine concern. Linguistic features associated with higher perceived genuine concern included positive emotional language and affirmations; features associated with lower perceived genuine concern included self-oriented talk and overuse of templates. These findings provide preliminary evidence toward pathways for automating real-time feedback to crisis counselors about clients’ perception of the therapeutic relationship.