Former Talkspace employees claim mobile therapy company mines transcripts for marketing purposes 

The company has likewise been reviewing records to develop bots that keep an eye on and support therapists work on the text messaging platform. These bots are designed to discover cues that show a customer may remain in distress, which might otherwise be missed out on throughout a text conversation rather than an in-person session..

Previous Talkspace therapists and workers declare that the mobile-based therapy business regularly evaluated users anonymized conversations to tailor marketing efforts and better target brand-new customers, according to an Aug. 7 New York Times report..

Talkspaces personal privacy policy states that the company can use “aggregate and non-identifying information” “to better design” its website and assistance “research and trend analysis,” according to the report. However, two former workers informed the Times that Talkspaces data researchers mine customer records and share common expressions with the businesss marketing group to much better draw in potential clients..

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Karissa Brennan, a New York-based therapist who provided services by means of Talkspace from 2015-17, stated that after providing a customer with links to resources beyond Talkspace, a business agent contacted her and told her to try and keep clients on the app. Ms. Brennan said Talkspace declared customer transcripts were private, and Talkspace stated this circumstances just takes place if an algorithm flags the interaction for a particular reason, such as a therapist advising medical cannabis to a customer, according to the report..

Talkspace denied the former workers claims, and the companys lawyer John Reilly told the publication: “We are a data-focused business, and data science and medical leadership will from time to time share insights with their colleagues,” he stated. “This can include assessing vital information that can assist us enhance best practices. It never ever has and never ever will be used for marketing purposes.”.

Jackie Drees –
Wednesday, August 12th, 2020

Talkspace rejected the former workers claims, and the companys attorney John Reilly informed the publication: “We are a data-focused company, and information science and medical leadership will from time to time share insights with their coworkers,” he stated. “This can consist of assessing crucial information that can assist us enhance finest practices. © Copyright ASC COMMUNICATIONS 2020.

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