At Lyssn, we're focusing on building a future where empathy is reported on as often as call center rates. Lyssn's crisis metrics build on our existing clinical AI toolkit and has the capability to give you actionable insights on every call, text, or in-person crisis conversation.
What's included in our new crisis metrics:
Tracked usage of "good contact" elements:
Active listening
Collaboration
Empathy
How often a crisis call taker or therapist emphasizes control, gives information, advises, or facilitates
Standard & clinical suicide risk assessment
Analysis of general vs suicide risk client statements
And other key elements including discussion of alcohol and other drug use.
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