# DeepHelp: Deep Learning for Shout Crisis Text Conversations

arXiv: https://arxiv.org/abs/2110.13244 · HTML: https://mlsanity.com/paper/2110.13244/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 32 of its 77 references that are in the map.
- First posted on arXiv 25 Oct 2021.

## Builds on (most cited first, 30 of 32)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [Deep Residual Learning for Image Recognition](https://mlsanity.com/paper/1512.03385/) (2015)
- [Exploring the Limits of Transfer Learning with a Unified Text-to-Text Transformer](https://mlsanity.com/paper/1910.10683/) (2019)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [Distilling the Knowledge in a Neural Network](https://mlsanity.com/paper/1503.02531/) (2015)
- [On Calibration of Modern Neural Networks](https://mlsanity.com/paper/1706.04599/) (2017)
- [GLUE: A Multi-Task Benchmark and Analysis Platform for Natural Language Understanding](https://mlsanity.com/paper/1804.07461/) (2018)
- [Dropout as a Bayesian Approximation: Representing Model Uncertainty in Deep Learning](https://mlsanity.com/paper/1506.02142/) (2015)
- [DistilBERT, a distilled version of BERT: smaller, faster, cheaper and lighter](https://mlsanity.com/paper/1910.01108/) (2019)
- [Longformer: The Long-Document Transformer](https://mlsanity.com/paper/2004.05150/) (2020)
- [Neural Machine Translation of Rare Words with Subword Units](https://mlsanity.com/paper/1508.07909/) (2015)
- [Empirical Evaluation of Gated Recurrent Neural Networks on Sequence Modeling](https://mlsanity.com/paper/1412.3555/) (2014)
- [Character-level Convolutional Networks for Text Classification](https://mlsanity.com/paper/1509.01626/) (2015)
- [Deep contextualized word representations](https://mlsanity.com/paper/1802.05365/) (2018)
- [Transformer-XL: Attentive Language Models Beyond a Fixed-Length Context](https://mlsanity.com/paper/1901.02860/) (2019)
- [Big Bird: Transformers for Longer Sequences](https://mlsanity.com/paper/2007.14062/) (2020)
- [Bag of Tricks for Efficient Text Classification](https://mlsanity.com/paper/1607.01759/) (2016)
- [Do Deep Nets Really Need to be Deep?](https://mlsanity.com/paper/1312.6184/) (2013)
- [Multi-Task Deep Neural Networks for Natural Language Understanding](https://mlsanity.com/paper/1901.11504/) (2019)
- [Probabilistic Backpropagation for Scalable Learning of Bayesian Neural Networks](https://mlsanity.com/paper/1502.05336/) (2015)
- [CNN-RNN: A Unified Framework for Multi-label Image Classification](https://mlsanity.com/paper/1604.04573/) (2016)
- [HIBERT: Document Level Pre-training of Hierarchical Bidirectional Transformers for Document Summarization](https://mlsanity.com/paper/1905.06566/) (2019)
- [On the Practical Computational Power of Finite Precision RNNs for Language Recognition](https://mlsanity.com/paper/1805.04908/) (2018)
- [Hierarchical Transformers for Long Document Classification](https://mlsanity.com/paper/1910.10781/) (2019)
- [DocBERT: BERT for Document Classification](https://mlsanity.com/paper/1904.08398/) (2019)
- [Large-scale Multi-label Learning with Missing Labels](https://mlsanity.com/paper/1307.5101/) (2013)
- [A C-LSTM Neural Network for Text Classification](https://mlsanity.com/paper/1511.08630/) (2015)
- [word2vec Parameter Learning Explained](https://mlsanity.com/paper/1411.2738/) (2014)
- [Large-scale Multi-label Text Classification - Revisiting Neural Networks](https://mlsanity.com/paper/1312.5419/) (2013)
- [Soft Layer-Specific Multi-Task Summarization with Entailment and Question Generation](https://mlsanity.com/paper/1805.11004/) (2018)

## Abstract (arXiv)

The Shout Crisis Text Line provides individuals undergoing mental health crises an opportunity to have an anonymous text message conversation with a trained Crisis Volunteer (CV). This project partners with Shout and its parent organisation, Mental Health Innovations, to explore the applications of Machine Learning in understanding Shout's conversations and improving its service. The overarching aim of this project is to develop a proof-of-concept model to demonstrate the potential of applying deep learning to crisis text messages. Specifically, this project aims to use deep learning to (1) predict an individual's risk of suicide or self-harm, (2) assess conversation success and CV skill using robust metrics, and (3) extrapolate demographic information from a texter survey to conversations where the texter did not complete the survey. To these ends, contributions to deep learning include a modified Transformer-over-BERT model; a framework for multitask learning to improve generalisation in the presence of sparse labels; and a mathematical model for using imperfect machine learning models to estimate population parameters from a biased training set. Key results include a deep learning model with likely better performance at predicting suicide risk than trained CVs and the ability to predict whether a texter is 21 or under with 88.4% accuracy. We produce three metrics for conversation success and evaluate the validity and usefulness for each. Finally, reversal of participation bias provides evidence that women, who make up 80.3% of conversations with an associated texter survey, make up closer to 73.5%- 74.8% of all conversations; and that if, after every conversation, the texter had shared whether they found their conversation helpful, affirmative answers would fall from 85.1% to 45.45% - 46.51%.