Improving Mental Health Helpline Services through Call Analysis and Topic Modeling
We aimed to employ machine learning to identify and categorize mental health-related topics, with the goal of improving staff training and reporting to the Federal Office of Public Health.
New mobile apps to keep an eye on
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What new social media mobile apps are available in 2022?
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Use new social media apps as marketing funnels
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Try out Twitter Spaces or Clubhouse on iPhone
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What app are you currently experimenting on?
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Improving Mental Health Helpline Services through Call Analysis and Topic Modeling
The project aimed to improve the services of a telephone helpline for individuals struggling with mental health issues. The objective was to develop a more effective qualitative method for understanding the reasons behind calls and identifying the concerns of the callers. This was achieved by analyzing thousands of anonymous phone call memos from more than 660 volunteers. Using topic modeling, the project identified recurring topics, allowing for a better understanding of the issues and concerns of callers. The insights gained from the analysis ultimately allowed the helpline to improve its services, offer better help to callers, and identify emerging topics and trends. The project also aimed to work closely with the government to improve mental health strategies, ultimately leading to better mental health outcomes for individuals in need.
Data
— +100’000 Phone Call Memos a Year
— Daily Crawling of 6 News Media Platforms over 6 months
Objectives
— Raise staff awareness of emerging topics
— Find explanations for patterns in customer behaviour Detection of correlation between media coverage and mental health
— Proofing Value of Data within the organization
Deliverables
— Topic Identification from memos
— Map of rising topics over time
— Enriched Report with qualitative Findings
— Quantitative effect of media coverage on caller topics
«With Gopf we were shown how we can gain valuable insights for our statistics from our unstructured data. The video messages are understandable, the visualisations very appealing. We will be very happy to continue the cooperation.»
