MeriTalk: VA Helping At-Risk Vets Through AI-Enabled Helpline Amid Pandemic

“As the COVID-19 pandemic continues into autumn, the Department of Veterans Affairs (VA) has continued its effort to support veterans in crisis by partnering with customer experience management provider Medallia to launch the Veterans Signals program.”

“The Veterans Signals program collects feedback from veterans via survey, and uses AI capabilities to analyze the tone and language of the veterans— allowing VA to respond to those that may be at-risk. According to the Centers for Disease Control and Prevention (CDC), the COVID-19 pandemic been associated with an increase in mental health challenges and suicidal ideation.”

“The Veterans Signals program has so far routed 2,800 crisis alerts to VA offices and enabled the agency to provide early intervention services to more than 1,400 veterans within minutes.”

“To discuss the Veterans Signal program, MeriTalk caught up with Lee Becker, who is Solutions Principal at Medallia and former chief of staff for the Veterans Experience Office at VA. He highlighted that the solution’s AI and machine learning capabilities allow for the distillation of massive amounts of unstructured data.”

“Becker said that Medallia’s technology aims to ‘take massive, massive amounts of unstructured data, and be able to very quickly, instantaneously, really distill what the actual insights are, and use that to drive action…’” Read the full article here.

Source: VA Helping At-Risk Vets Through AI-Enabled Helpline Amid Pandemic – By Jordan Smith, September 29, 2020. MeriTalk.

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