Understanding the emotions that individuals in crisis express is a clinically relevant goal. Here, we introduce an automated method for extracting present and past personal emotion expressions from text-based crisis conversations, enabling nuanced analyses of how these emotional profiles vary by age. We develop a three-tier emotion taxonomy and leverage both real conversation data and synthetic sentences to train a transformer-based model that captures contextual distinctions between true personal emotion expressions and other mentions. Our RoBERTa-based classifier outperforms both a regex baseline and a model trained only on real conversation data, achieving an F1 score of 0.856. Subsequent analysis of 338,924 crisis conversations shows that age is correlated with distinct patterns in emotional expressions. These findings underscore the clinical value of age-sensitive emotion analysis and constitute an initial step toward characterizing lexical variations across demographic groups.

How do people learn to become better conversationalists? This question is especially important in the context of mental-health counseling, where conversational skills are essential, yet volunteer counselors often have limited access to supervision and structured feedback. Understanding how counselors develop their ability to steer conversations toward positive outcomes—and identifying early which counselors are (not) on track to improve—can help prioritize support for the counselors who need it most.

In this work, we introduce the task of predicting, early in a conversationalist’s career, whether they will eventually improve at steering conversations toward positive outcomes, and demonstrate the feasibility of this task in the case of volunteer mental-health crisis counselors. Our central insight is that people may struggle with particular kinds of moments in a conversation, and that what is especially revealing of their likelihood of future improvement is how they learn to handle those moments over time. We operationalize this insight by designing a method that identifies the types of moments a counselor initially struggles with, captures how they adapt their response when they re-encounter similar moments in subsequent conversations, and learns which early adaptations predict improvement months or even years later. While this future-prediction task is challenging, our counselor-adaptation approach yields better results than baselines that learn directly from the conversation transcript.

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.