@inproceedings{tripodi-etal-2025-assessing,
    title = "Assessing effective de-escalation of crisis conversations using transformer-based models and trend statistics",
    author = "Tripodi, Ignacio J.  and
      Buda, Greg  and
      Meagher, Margaret  and
      Olson, Elizabeth A.",
    editor = "Christodoulopoulos, Christos  and
      Chakraborty, Tanmoy  and
      Rose, Carolyn  and
      Peng, Violet",
    booktitle = "Proceedings of the 2025 Conference on Empirical Methods in Natural Language Processing",
    month = nov,
    year = "2025",
    address = "Suzhou, China",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/ingest-luhme/2025.emnlp-main.1512/",
    doi = "10.18653/v1/2025.emnlp-main.1512",
    pages = "29751--29765",
    ISBN = "979-8-89176-332-6",
    abstract = "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."
}