用算法实时识别心理危机咨询中的关键转折点，帮助提升干预效果。
Hanging in the Balance: Pivotal Moments in Crisis Counseling Conversations
- 基于对话下一语句的不确定性，无监督在线检测关键转折点。
- 检测到的时刻，咨询师回应时间显著更长，且后续对话更可能转向新方向。
- 可辅助心理咨询师在关键时刻做出更有效回应，适合心理健康领域应用。
对话中可能存在某些关键时刻，其走向悬而未决。此时的回应将决定对话走向并带来截然不同的结果。能够实时识别这些关键节点的系统，可在高影响领域如心理危机干预中发挥重要作用。本文提出一种无监督在线计算方法，通过判断下一语句对结果预期的影响程度来检测关键时刻。在危机咨询对话中验证发现：该方法与人类感知一致——被检测到的时刻咨询师响应时间明显更长；且此时对话更易发生方向转变。进一步分析表明，咨询师在此类时刻的回应方式与会话最终结果密切相关。
原文摘要 · Abstract (English)
During a conversation, there can come certain moments where its outcome hangs in the balance. In these pivotal moments, how one responds can put the conversation on substantially different trajectories leading to significantly different outcomes. Systems that can detect when such moments arise could assist conversationalists in domains with highly consequential outcomes, such as mental health crisis counseling. In this work, we introduce an unsupervised computational method for detecting such pivotal moments as they happen, in an online fashion. Our approach relies on the intuition that a moment is pivotal if our expectation of the outcome varies widely depending on what might be said next. By applying our method to crisis counseling conversations, we first validate it by showing that it aligns with human perception -- counselors take significantly longer to respond during moments detected by our method -- and with the eventual conversational trajectory -- which is more likely to change course at these times. We then use our framework to explore the relation of the counselor's response during pivotal moments with the eventual outcome of the session.
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