Automated Crisis Message Triage System
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Solution Overview
Problem
Current crisis hotline systems respond to users on a first-come-first-served basis, which can lead to significant harm or death due to delayed responses for users in urgent crisis situations, as they lack the ability to prioritize users based on their evaluated level of risk.
Innovation Solution
A system and method for automated triaging of text messages that calculates a risk score for each user's communication and prioritizes counselor allocation based on this score, using a server system with modules for communication management, risk assessment, and queue prioritization, employing artificial intelligence and machine learning to dynamically assess and manage conversations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If crisis hotlines use first-come-first-served response based on geographic region, then system operation is simple and counselor assignment is straightforward, but users in urgent crisis situations experience delayed response times and may suffer significant harm or death
Solution Approach 1:
The system changes the parameter of counselor assignment from static (geographic region-based) to dynamic (risk score-based). By calculating risk scores from message content and reassigning priority dynamically, the system improves response effectiveness for high-risk users without requiring complex infrastructure changes
Solution Approach 2:
The patent replaces the manual, geographic-based triage mechanism with an automated AI-based risk assessment system. The machine learning model automatically analyzes message content and assigns risk scores, substituting human judgment and geographic constraints with algorithmic decision-making that can identify high-risk situations more accurately
2Loss of time
If crisis hotlines implement automated risk assessment and priority-based triaging, then response times for high-risk users are improved and harm is reduced, but system complexity and computational requirements increase
Solution Approach 1:
The system performs preliminary risk assessment by analyzing message content as it arrives and pre-calculating risk scores before counselor assignment. This preliminary action allows the system to prioritize high-risk conversations in advance, ensuring faster response times without adding complexity during the critical response moment
Solution Approach 2:
The AI-based triaging system operates autonomously to assess risk and assign priorities without requiring manual intervention from counselors or administrators. The system self-manages the queue prioritization based on real-time risk assessments, reducing operational complexity while improving response efficiency
Data Source
AI summary
Systems and methods for automated triaging of electronic communications within a server system that associates user devices with counselor devices, include receiving a plurality of electronic messages from the user devices. The systems and methods also include associating electronic messages with respective conversations, each conversation having an associated user device and one or more associated electronic messages. The systems and methods also include determining content of the electronic messages of each conversation. The systems and methods also include calculating a risk score for each conversation based on the determined content of the associated electronic messages. The systems and methods also include assigning a priority to each conversation based on the risk score for the conversation. The systems and methods also include associating counselor devices with conversations based on the priority assigned to the conversation.