Improving 988 Outcomes
Through Voice-Based Risk Intelligence
The Problem
988 crisis lines face growing call volume, staffing shortages, and burnout
Current quality assurance relies on
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Random call sampling
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Manual review
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Keyword & sentiment tools
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Retrospective audits
This means
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High-risk callers may be missed
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Supervisors review the wrong calls
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Emotional escalation isn’t detected early
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Staff burnout increases
The Solution
Consa + VoiceSense provides automated behavioral risk detection across 100% of calls.
We analyze how callers speak, not what they say, identifying
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Rising emotional distress
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Impulsivity
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Cognitive overload
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Loss of emotional regulation
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Escalation patterns
This creates an early-warning system for
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Suicide risk
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Crisis escalation
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Repeat high-risk callers
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Staff burnout exposure
How it Works
After each call, Consa automatically generates
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Structured call summary
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Emotional trajectory across the call
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Objective risk score
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Flags for supervisor review
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Longitudinal trends by caller & agent
Supervisors stop listening to random calls and start reviewing the right calls.
Key Benefits
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100% call coverage (not 2–5% sampling)
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Earlier identification of high-risk callers
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Objective, defensible scoring
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Reduced supervisor workload
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Better staff support & training
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Improved crisis outcomes
What Makes us Different
Most tools analyze words and sentiment. We analyze vocal physiology.
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Language-agnostic
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Culture-agnostic
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Works even when callers mask feelings
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Detects stress signals humans miss
This technology is already used in
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Hospitals
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Corrections
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Government programs
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Clinical trials
Compliance & Privacy
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HIPAA compliant
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No content monitoring
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Audio deleted after processing
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Voice features only (not transcripts)
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Fully auditable
The Goal
Help Utah’s 988 system:
Identify the most vulnerable callers earlier and intervene faster — before tragedy occurs.