Iowa's Extension and Outreach program provides resources for communities, businesses, and nonprofits via six help and support hotlines. The use of hotlines has increased dramatically with the onset of COVID-19. Our team partnered with hotline managers to understand the system architecture, data structure and quality, and past uses of the data generated by the hotlines. Using this information, we piloted interactive dashboards on call topics, outcomes, and emotional content (via sentiment scoring of generated transcripts) to support improved customer service, monitor success, and auto-generate reports so hotline workers can spend more time helping citizens and less time filling out paperwork.
Research Project Webpage:
Click here for more details about the project including findings, data, and methods.
Deepak George Thomas
Graduate Student, Computer Science, Iowa State University
Kok Kent Chong
Undergraduate Student, Finance & Supply Chain Management, Iowa State University
Recent Undergraduate/Incoming Master’s Student, Mathematics, Iowa State University
Undergraduate Student, Statistics & Data Science, Iowa State University
Associate Teaching Professor in the Department of Computer Science, Iowa State University
Shawn F. Dorius
Associate Professor of Sociology, Iowa State University
Iowa's Cooperative Extension and Outreach Hotline Program
Graduate Student, Statistics, Iowa State University