
Answering text messages to a crisis hotline is different from handling customer-service calls: You don’t want counselors to answer folks in the order their messages were received. You want them to take the people in greatest distress first.
Crisis Text Line, a charity that provides counseling by text message, uses sophisticated data analysis to predict how serious the conversations are likely to be and ranks them by severity. Using an algorithm to automate triage ensures that people in crisis get help fast — with an unexpected side benefit for other texters contacting the hotline: shorter wait times.
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