An interventional study of LyssnCrisis in Suicide and Suicide and Self-harm, sponsored by Lyssn.io, Inc.. Completed at 1 site in United States. Open to participants aged 18 Years and older. Per ClinicalTrials.gov, last updated 2026-04-06.
Sponsored by Lyssn.io, Inc. · Not applicable, Interventional, and Health services research
Effective training requires repeated opportunities for skills practice with performance-based feedback, which is challenging to provide at scale. This research study focuses on developing an AI-based, coding and feedback tool ("LyssnCrisis") for implementation in a nationally utilized crisis call center, training counselors (call-takers) in suicide risk assessment skills, and evaluating LyssnCrisis to improve services and client outcomes. This research study's goal is to maximize the human capacity of call-takers to help assess their callers for risk of suicidality, and thus, a core aspect of the current research is developing a novel training process that supports human call-taker capacities.
701 studies on the registry are indexed under Suicide; 183 are open to participants now.
This study's enrollment of 81 is below the median of 104 across 560 interventional studies indexed under Suicide.
Browse Suicide studies →Lyssn.io, Inc. is the lead sponsor of 2 studies on the registry; none are open to participants now.
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Must be employed at Protocall Services, Inc.
Exclusion Criteria:
Call-takers who participated in Stage 2 research will not be able to participate in Stage 3 research.
To compare LyssnCrisis to SAU, researchers will use a standard randomized design in which call-takers will have services-as-usual (SAU) and LyssnCrisis phases. All call-takers will start with a 4-week baseline period of SAU where LyssnCrisis is operating in the background, but does not provide AI feedback on suicide risk assessment. Lyssn team members will on-board and train the participating call-takers on the Lyssn software (i.e., reviewing calls, sharing and accessing calls for supervision), using a similar method used in the pilot field trial. After a 4-week baseline phase, call-takers will be randomly assigned to continue SAU or begin feedback with LyssnCrisis (LC) for 12 weeks. LC arm participants will have access to LyssnCrisis feedback tools for the duration of the 12 week period and will receive onboarding support for LyssnCrisis fidelity feedback tools.
Other: LyssnCrisis
To compare LyssnCrisis to SAU, researchers will use a standard randomized design in which call-takers will have services-as-usual (SAU) and LyssnCrisis phases. All call-takers will start with a 4-week baseline period of SAU where LyssnCrisis is operating in the background, but does not provide AI feedback on suicide risk assessment. Lyssn team members will on-board and train the participating call-takers on the Lyssn software (i.e., reviewing calls, sharing and accessing calls for supervision), using a similar method used in the pilot field trial. After a 4-week baseline phase, call-takers will be randomly assigned to continue SAU or begin feedback with LyssnCrisis (LC) for 12 weeks. Participants in the SAU arm will continue services-as-usual for an additional 12-week period,where participants receive ProtoCall's regular supervision and feedback. Following this period (16 total weeks of SAU), SAU arm participants will receive LyssnCrisis for 12 weeks.
LyssnCrisis is an AI-based coding and feedback tool for implementation in crisis counseling settings, training counselors (call-takers) in suicide risk assessment skills.
Post-Call Survey
9 item survey utilizing LifeLine crisis call questions that measures changes in distress, perceived helpfulness, and call-taker relationship at the conclusion of a crisis call. The survey is completed by callers to ProtoCall's 988 crisis line, facilitated by the call-taker. .
Time frame: Through study completion, an average of 22 weeks.
Call-taker crisis counseling fidelity
Crisis counseling fidelity will be assessed by AI-generated scores for every recorded call, which will be analyzed via Lyssn during both SAU and LyssnCrisis phases of the study. Key fidelity metrics will include empathy, use of active listening skills, and whether the counselor asked any of the 7 key risk assessment questions (e.g., ideation, plan, past attempts).
Time frame: Through study completion, an average of 22 weeks.
System Usability Scale (SUS)
10 item survey that is a general measure of technology usability \[ Rated from 1-5, 1= strongly disagree, 5 = strongly agree\]
Time frame: Through study completion, an average of 22 weeks.
Acceptability of Intervention Measure; AIM
The Acceptability of Intervention (AIM) to measure target core implementation outcomes and assess if crisis tool is acceptable, appropriate, or feasible for its stated goals. A brief, 4-item measure of a mental health professional's perception of how acceptable an innovation would be for use in their context. Each statement about the acceptability of the innovation is rated on a 5-point ordinal scale ranging from "completely disagree" to "completely agree," where higher scores indicate higher levels of acceptability.
Time frame: For Pilot: at end of 2 week LyssnCrisis period; for RCT, at end of 12-week LyssnCrisis period.
Intervention Appropriateness Measure; IAM
The Intervention Appropriateness (IAM) to measure target core implementation outcomes and assess if crisis tool is acceptable, appropriate, or feasible for its stated goals. A brief, 4-item measure of a mental health professional's perception of how appropriate an innovation would be for use in their context. Each statement about the appropriateness of the innovation is rated on a 5-point ordinal scale ranging from "completely disagree" to "completely agree," where higher scores indicate higher levels of appropriateness.
Time frame: Through study completion, an average of 22 weeks.For Pilot: at end of 2 week LyssnCrisis period; for RCT, at end of 12-week LyssnCrisis period.
Feasibility of Intervention Measure; FIM
The Feasibility of Intervention (FIM) to measure target core implementation outcomes and assess if crisis tool is acceptable, appropriate, or feasible for its stated goals. A brief, 4-item measure of a mental health professional's perception of how feasible an innovation would be for use in their context. Each statement about the feasibility of the innovation is rated on a 5-point ordinal scale ranging from "completely disagree" to "completely agree," where higher scores indicate higher levels of feasibility.
Time frame: For Pilot: at end of 2 week LyssnCrisis period; for RCT, at end of 12-week LyssnCrisis period.
Plan to share: No — The data collected during the development and evaluation of LyssnCrisis will be critical in refining the technology and improving crisis counseling fidelity algorithms and software design. Thus, Lyssn considers this proprietary and does not plan to share this data outside of Lyssn.io and ProtoCall based colleagues. However, dissemination of findings from this research and development effort can be accomplished through publications and presentations; researchers are targeting conferences such as the Ubiquitous Computing (UbiComp) and Computer Human Interaction (CHI) and journals such as Crisis, Implementation Science, and Journal of Consulting and Clinical Psychology.
No publications or documents are linked to this record.
This study is completed, as verified in Apr 2026. You cannot join it, but the record below documents what was studied.
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Lyssn.io, Inc.