A method and system for responding to large-scale user alarm calls

Abstract

The embodiments of the present invention relate to the field of information technology, and more particularly to a method for generating hot events in response to large-scale user alarms. An alarm response method and a return visit method are generated based on the hot event information; through the above method, the situation where limited telephone resources are occupied in a short period of time due to repeated alarms by different people for the same event can be solved according to the generated hot events. After the rescue is completed, a return visit is made to confirm the rescue results of each person seeking help, and in the case of major sudden natural disasters, the rescue center is helped to better coordinate the rescue deployment and better protect the lives and property safety of the people.

Description

Technical Field

[0001] The present invention relates to the field of information technology, and in particular to a response system for large-scale user alarm calls in response to emergencies. Background Art

[0002] When a natural disaster occurs, a large number of users will call the police at the same time. Because the disaster occurs in a single area, there will inevitably be a large number of alarm events belonging to the same event. Because a large number of users call the police for the same event, limited telephone resources will be occupied, which will result in the inability of those who call the police in different dangerous situations to dial the hotline in time, thus losing the best opportunity for rescue. At the same time, the number of people who call the police and the dangerous situations they are in for different events are also different, resulting in information asymmetry, which will also lead to uneven distribution of rescue forces and affect the rescue effect. In the existing rescue response system, after the rescue is completed, it is impossible to confirm the rescue effect of each person who calls the police, which can easily cause omissions and affect the rescue.

[0003] Therefore, there is an urgent need for a method that can avoid the situation where limited telephone resources are occupied due to repeated calls from different people for the same incident in a short period of time, receive more effective information, and for large-scale calls during sudden disasters, confirm the rescue effect for each person seeking help after the rescue is completed to avoid inadequate rescue due to omissions. In the event of major sudden natural disasters, it can help the rescue center better coordinate rescue deployment and protect people’s lives and property. Summary of the invention

[0004] The embodiment of the present invention aims to provide a telephone response method and system for an alarm, which can solve the existing situation where limited telephone resources are occupied due to repeated alarms by different people for the same event within a short period of time.

[0005] In order to solve the above technical problems, the embodiment of the present invention provides the following technical solutions: a method for generating an alarm hotspot event of an alarm center, the method comprising:

[0006] Obtain call information of emergency calls that have been connected within a preset time range;

[0007] Generate help event information based on the call information of each of the help calls, the help event information includes: time, location, event name, and helper identification;

[0008] Generate a hot event based on the distress event information;

[0009] The step of generating the distress time information specifically includes: analyzing the call information of the distress call through voice analysis, text analysis and event extraction technology to generate distress event information;

[0010] The step of generating hot events specifically includes: counting the number of events within a preset time range, and arranging the events from high to low according to the number of events, taking the first N events arranged in front as hot events, where N is a positive integer.

[0011] Optionally, the method for generating an alarm hotspot event of an alarm center further includes:

[0012] Divide the hot events into regions according to the locations where the hot events occur;

[0013] The step of dividing the hot events into regions according to the locations where the hot events occur specifically includes:

[0014] Based on the base station to which the location of the hot event belongs or a preset distance range of the base station, the hot event is associated with the base station.

[0015] Optionally, the method for performing an alarm response to a hotspot event generated according to the method for generating an alarm hotspot event of an alarm center specifically includes:

[0016] Receive calls from people seeking help via communication equipment to the emergency center; and

[0017] The alarm center determines the current wiring line status and performs transfer operations based on the line status;

[0018] The step of performing the switching operation based on the line status specifically includes:

[0019] When all lines are busy, the alarm center obtains hot events and broadcasts the hot events, the corresponding numbers of the hot events and the user operation prompt information to the communication equipment; when the help-seeker determines that there is the same alarm event, the hot event corresponding number is fed back according to the user operation prompt information;

[0020] When the line is free, the alarm center connects the line to the answering device so that the police officer can answer the call.

[0021] Optionally, the alarm response method further includes the step of the alarm center system acquiring a hot event, and broadcasting the hot event, the hot event corresponding number and user operation prompt information to the user's call device, specifically including:

[0022] Based on the base station where the alarm person's communication device is located, the alarm center obtains hot events related to the base station information and broadcasts them as hot events.

[0023] Optionally, the method for generating an alarm hotspot event of the alarm center further includes:

[0024] The alarm center makes a return visit based on the alarm calls received;

[0025] The step of the alarm center making a return visit based on the received alarm call specifically includes:

[0026] The alarm center sends a return visit information to the communication device of the alarm person, and the return visit information includes: the alarm event and the rescue result;

[0027] The alarm center receives the feedback result from the alarm person through the communication device, and the feedback result includes voice or text form;

[0028] The feedback result is processed according to the feedback information received by the alarm person.

[0029] Optionally, the step of the alarm center sending a return visit information specifically includes:

[0030] The alarm center calls back the callers’ communication devices one by one and talks with them through the chat robot;

[0031] The chat robot communicates with the alarm person through the user's communication device through preset follow-up questions and prompt information;

[0032] The telephone number of the callback call is the telephone number of the communication device of different alarm persons based on the same hot event.

[0033] Optionally, the step of the alarm center sending a return visit information further includes:

[0034] The alarm center sends a short message to the communication device of the alarm person through the short message system. The short message includes: the rescue situation that needs to be confirmed and the prompt information of the user's feedback operation;

[0035] Among them, the alarm center sends group short messages to the communication devices of different alarmists for the same hot event through the short message system based on the telephone numbers of the communication devices of the alarmists.

[0036] In order to solve the above problems, the present invention provides a device for generating alarm hotspot events in an alarm center, which specifically includes:

[0037] Call information acquisition module: used to obtain the call information of the emergency calls that have been connected within a preset time range;

[0038] A distress event generation module: used to generate distress event information based on the call information of each distress call, wherein the distress event information includes: time, location, event name, and helper identification;

[0039] Hot event generation module: used to generate hot events based on the distress event information;

[0040] Among them, the distress event generation module analyzes the call information of the distress call through voice analysis, text analysis and event extraction technology to generate distress event information; the hot event generation module counts the number of events within a preset time range, and arranges them from high to low according to the number of events, and takes the top N events as hot events, where N is a positive integer.

[0041] To solve the above problems, the present invention provides an alarm response system, which specifically includes:

[0042] Alarm client: used to send phone signals, receive and reply to callback information;

[0043] An alarm center system: comprising a processor and a memory, wherein the processor is in communication connection with the memory; the memory stores computer instructions, so that when the processor calls the computer instructions, it executes the above-mentioned method for generating alarm hotspot events of the alarm center and any one of the above-mentioned alarm call response methods;

[0044] Alarm connection point: used to access the alarm center answering device when the line is not busy.

[0045] To solve the above problems, the present invention provides a non-volatile computer readable and writable storage medium, which stores computer program instructions. When the computer program instructions are called by a processor, the processor executes the above-mentioned method for generating alarm hotspot events of the alarm center and the above-mentioned alarm call response method.

[0046] Through the above method, the rescue center can identify and handle more distress calls. Even when the staff of the alarm center are all busy, the people in distress can quickly report the hot events reported by the alarm center system, providing more rescue opportunities for people in the same crisis within the same time frame, while alleviating the waste of limited telephone resources, which is conducive to the rescue center receiving more help information in the event of an emergency.

[0047] The present invention is mainly used in large-scale alarm situations during sudden disasters. The system can handle a large number of identical alarm events in a short period of time, ensuring that the rescue center staff obtains more effective alarm information, and can ensure to the greatest extent that the person seeking help is rescued after sending out the help information. At the same time, it is conducive to the rescue center to better coordinate the rescue deployment, and after the rescue is completed, confirm the rescue effect for each person seeking help, avoid inadequate rescue due to omissions, and protect people's lives and property safety to the greatest extent. BRIEF DESCRIPTION OF THE DRAWINGS

[0048] One or more embodiments are exemplarily described by pictures in the corresponding drawings, and these exemplified descriptions do not constitute limitations on the embodiments. Elements with the same reference numerals in the drawings represent similar elements, and unless otherwise stated, the figures in the drawings do not constitute proportional limitations.

[0049] Figure 1 It is a schematic diagram of an application scenario of the method for responding to an alarm call provided by an embodiment of the present invention.

[0050] Figure 2 It is a flowchart of a method for generating an alarm hotspot event provided by an embodiment of the present invention.

[0051] Figure 3 It is a flowchart of an alarm response method provided by an embodiment of the present invention.

[0052] Figure 4 The present invention provides an alarm rescue return visit process diagram.

[0053] Figure 5 It is a schematic diagram of the structure of the alarm center system provided by an embodiment of the present invention.

[0054] Figure 6 This is a schematic diagram of the hot event generation module structure provided by an embodiment of the present invention.

[0055] Figure 7 It is a schematic diagram of the structure of an electronic device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0056] In order to make the technical solution and advantages more clearly understood, the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0057] In addition, the technical features involved in different embodiments of the present invention described below can be combined with each other as long as they do not conflict with each other.

[0058] Figure 1 This is an application scenario of the alarm call response method provided by the embodiment of the present invention. Figure 1 As shown,

[0059] The application scenario includes an alarm dial terminal device 11, an alarm center system 12, an alarm center answering device 13, and a wireless communication network 14.

[0060] The alarm dial terminal device 11 can be any type of simplex communication terminal device, duplex communication terminal device or half-duplex terminal communication device that has the ability to transmit information and can transmit data instantly. In this embodiment, the alarm dial terminal device 11 is an electronic device that can make and receive calls and send and receive text messages.

[0061] For example, the alarm dial terminal device 11 stores relevant data information and one or more interactive devices to collect information fed back by the person seeking help or display relevant information to the person seeking help. These interactive devices include but are not limited to: input keyboard, display screen, touch screen, microphone and speaker, etc.

[0062] The alarm center system 12 can be any type of electronic computing platform with logical computing capabilities, capable of calling executable computer programs and executing one or more computing steps. In this embodiment, the alarm center system 12 can run a series of alarm response programs and provide corresponding solutions to help people in need to quickly report an alarm.

[0063] It should be noted that the alarm center system 12 is an integrated multifunctional system platform, not limited to a single structural device. It can be composed of multiple device components that are connected to each other and are used to perform different functions, or multiple functional modules can be integrated into the same device.

[0064] For example, it may also include multiple servers for storing relevant data information and one or more different interactive devices for collecting information fed back by the help-seekers or displaying relevant information to the help-seekers. These interactive devices include but are not limited to: input keyboards, display screens, touch screens, and speakers.

[0065] In some embodiments, the alarm center system 12 can be configured with a display screen and an input device. The alarm center staff can use the display screen to learn about the hot event information currently being processed. Based on the rescue events that have been completed, they can click on the input device and other operations to issue a follow-up instruction to the system to inform the system to obtain the corresponding information. Based on the event information, they can follow up with the people who called the police for help one by one to determine the rescue situation they have obtained.

[0066] The alarm center answering device 13 is the answering device of the alarm center. If the alarm center system 12 receives an alarm call and the answering device of the alarm center is in an idle state, the alarm call will be directly connected to the alarm center answering device 13.

[0067] The wireless communication network 14 can be a cellular network system based on any operator, which is used to establish a data transmission channel between the alarm dial terminal device 11 and the alarm center system. For example, if a fire occurs in XX Hospital, the rescue personnel will dial the alarm number to the alarm center system 12 through the alarm dial terminal device 11. The transmitted signal will first be relayed to the alarm center through the operator base station near the hospital to establish a communication link between the two.

[0068] It should be noted that Figure 1 The application scenarios shown are for illustrative purposes only. Those skilled in the art may add or omit one or more of the devices according to actual needs, without limitation. Figure 1 shown.

[0069] To improve Figure 1 In the application scenario shown, the efficiency of answering calls at the alarm center in emergency situations is improved, and an embodiment of the present invention provides a method for generating alarm hot events. The method for generating alarm hot events can be executed by the alarm center system 12. On the basis of the method for generating alarm hot events, the present invention also provides a method for alarm response based on hot events, which is convenient for people seeking help to quickly report an alarm, and also provides more rescue opportunities for people in the same crisis within the same time range, while alleviating the waste of limited telephone resources, which is conducive to the rescue center receiving more help information in emergency situations. At the same time, in order to avoid missing rescue after the rescue, an embodiment of the present invention provides a return visit method based on the above hot events. After the rescue is completed, the return visit confirms the rescue results of each person seeking help. In the case of major sudden natural disasters, it helps the rescue center to better coordinate rescue deployment and better protect the lives and property safety of the people.

[0070] Figure 2 Flow chart of the method for generating alarm hotspot events provided by the embodiment of the present invention. Figure 2 As shown, the method for generating the alarm hotspot event of the alarm center includes the following steps:

[0071] 21. Obtain call information of emergency calls that have been connected within the preset time range;

[0072] Among them, the "preset time range" can be adjusted, and the alarm center staff can adjust the corresponding preset time range according to the actual situation in the area. The smaller the preset time range, the higher the accuracy and real-time nature of the generated hot events. The preset time period system of the embodiment of the present invention is set to 5 minutes, that is, the alarm center system will obtain the call information of the previous five minutes every five minutes.

[0073] 22. Generate distress event information based on the call information of each distress call, the distress event information including but not limited to: time, location, event name, and helper identification;

[0074] The help-seeker identifier is the phone number of the device held by the help-seeker, the event name corresponds to the main problem the help-seeker asked, and the time and place are the time and place when the help-seeker made the call;

[0075] The step of generating the distress time information specifically includes: analyzing the call information of the distress call by voice analysis, text analysis and event extraction technology to generate distress event information;

[0076] For example, the device number of the helper Zhang San is: 153XXXX8515. He called the police at 4:45 pm. After the call was connected, he said that he was trapped at XX Road, XX District, due to a debris flow blocking the road. After system analysis, the following results were obtained: time PM4:45, location XX Road, XX District, event name debris flow blocking the road, helper name Zhang San, helper identification 153XXXX8515;

[0077] 23. Generate a hot event based on the distress event information;

[0078] According to the obtained help-seeking events, the alarm system center counts the number of alarms for each help-seeking event, where the number of alarms for help-seeking events is the accumulation of the number of connected calls and the number of quick feedbacks from the help-seekers, and sorts the events from high to low, screening out help-seeking events with a number of help-seeking events greater than or equal to N as hot events. In the embodiment of the present invention, it is set that help-seeking events with a number of alarm events greater than or equal to 5 are taken as hot events;

[0079] 24. After the hot event is generated, generate a return visit trigger method corresponding to the hot event;

[0080] For example, heavy rainfall suddenly hit H city, causing severe urban flooding, Metro Line 5 XX station was flooded, and XX highway tunnel was flooded.

[0081] Between 14:00 and 14:30, the center received a large number of calls from the public;

[0082] After the first call for help is made, the alarm center system will obtain the call voice data information of this incident;

[0083] Based on the acquired call voice data information, the distress event is obtained through voice analysis, text analysis and event extraction technology;

[0084] The rescue events obtained from the alarm information of the help-seeker include:

[0085] Event 1: "Subway Line 5 XX station was flooded"

[0086] Event 2: "XX tunnel flooded" ......

[0087] The time corresponding to the distress event is the time when the alarm call is connected.

[0088] The alarm center system 12 counts the number of alarms for the corresponding event based on the different people seeking help for the same event in the first information. For example, in this period, there are 15 events 1 and 12 events 2, and the other events are less than or equal to 3. Then the first hot event and the second hot event of the hot events are event 1 and event 2 respectively.

[0089] Optionally, hot events can be automatically generated or manually set by rescue center staff.

[0090] Optionally, the alarm center system 12 divides the hot events into regions according to the locations where the hot events occur;

[0091] The specific steps of dividing the hot events into regions according to the locations where the hot events occur include:

[0092] Based on the base station to which the location of the hot event belongs or a preset distance range of the base station, the hot event is associated with the base station.

[0093] For example, if hot event 4 occurs near XX Road in XX District, the alarm center system 12 will establish an association with the signal base station near XX Road in XX District. When the user reports an alarm near XX Road in XX District, the corresponding signal base station is used in the signal transmission process. When all the devices 13 connected to the alarm center are busy, hot event 4 will be given priority when broadcasting hot events. The broadcast of hot events based on the user's current area being consistent with the area where the hot event occurs has a high probability of reporting related hot event events again, which is conducive to quickly understanding the alarm situation and alleviating the pressure on the alarm receiving office.

[0094] Figure 3 The flowchart of the method for responding to an alarm based on a hotspot event generated by the method for generating an alarm hotspot event provided by the embodiment of the present invention. The response method can be executed by the alarm center system 12. Figure 3 As shown, the method for alarm response based on hotspot events includes the following steps:

[0095] 31. When the alarm center system 12 detects the incoming call signal in real time, and after receiving the incoming call signal, it determines the location of the person seeking help through the location information of the alarm dialing device terminal 11;

[0096] 32. The alarm center system 12 obtains the line status of the current alarm center answering device 13;

[0097] 33. The alarm center system determines whether the voice line at the alarm center answering device is busy;

[0098] 34a. If the voice line is busy: the alarm center system will obtain the generated hot event, and broadcast the hot event, the hot event corresponding number, user operation prompt information, and wait for manual service to the communication device;

[0099] Among them, "hot events" give priority to broadcasting hot events associated with the signal transmission base station where the person seeking help is on the phone. If there is no associated device, the hot events will be broadcast according to their original order;

[0100] The hot events, the corresponding numbers of the hot events, user operation prompt information and waiting information for manual service are broadcasted to the help-seekers by the voice robot. After hearing the prompts broadcasted by the robot, the help-seekers can quickly call the police by pressing the mobile phone buttons according to the above information;

[0101] 34b. If the line is free: directly connect to the alarm center answering device 13, which is manually processed and generates a recording file of the call after the call is completed;

[0102] During a call, the system can also analyze the voice information in real time and generate corresponding event information after the call ends.

[0103] 35. The key number of the person in need of help received by the alarm center system 12;

[0104] 36. Detect whether the reply number is waiting for manual service. If the key information replied by the user is waiting for manual service, then access the alarm center answering device 34b after the line is idle;

[0105] 37. If the person seeking help provides relevant information about the hot event based on the broadcast content, the alarm center system 12 will generate a new help event information based on the hot event;

[0106] For example, if 100 people call the hotline at the same time and there are only 10 switchboards, 90 users cannot be handled manually and the system determines that the line is busy.

[0107] If the latest hot help-seeking events generated by the alarm center at this time are: "XX Station of Metro Line 5 is flooded", "XX Tunnel is flooded", after 90 users dial the alarm number, they will listen to the prompt tone: "Hello, the current line is busy. If you are the person seeking help for the following events, please follow the prompt tone. If XX Station of Metro Line 5 is flooded, please dial 1. If XX Tunnel is flooded, please dial 2. If you are still waiting for manual processing, please dial 0". Users can call back according to the voice prompt tone to complete the alarm. After the user quickly gives feedback, the system will prompt "Our center has dispatched the police, please wait for rescue", or "The manual service is busy, please wait patiently".

[0108] Figure 4 The flowchart of the hot event feedback based on the generation method of the alarm hot event provided in the embodiment of the present invention is generated. The response method can be executed by the alarm center system 12. Figure 4 As shown, the method based on hot event return visit includes the following steps:

[0109] 41. After the rescue is completed, the staff of the alarm center can trigger the return visit mode. After receiving the return visit signal, the alarm center system will perform the next return visit operation;

[0110] 42. The alarm center makes a return visit based on the hot event information. The hot event information includes multiple help-seeking identifiers. The help-seeker identifier is the help-seeker's phone number. The alarm center system makes a return visit to the help-seeker based on the help-seeker's phone number.

[0111] 43. The alarm center system detects the help-seeker’s reply message and determines whether the help-seeker has replied to the message;

[0112] 44a. The system receives the help message from the help-seeker, determines the message content, and confirms whether the help-seeker has been rescued;

[0113] 44b. If no response is received from the person seeking help and the person seeking help replies that no help has been received, the system will hand it over to manual follow-up processing;

[0114] 45. After receiving a reply from the person seeking help that rescue has been received, the system marks the rescue mission as complete;

[0115] For example, after the rescue is over, the voice call is made to the rescuer A, and the voice robot prompts the user to dial back the shortcut key to confirm. The prompt tone is as follows: "You are the person seeking help at the flooded XX station on Line 5. Have you been rescued now? If you have been rescued, please press the * key." If you have not been rescued, please press the # key. "

[0116] Similarly, the automatic return visit method can also be a group text message return visit method;

[0117] For example, the rescue center can send a group message to each help-seeker's mobile phone: You are a help-seeker at the flooded XX station on Line 5. Have you been rescued now? If you have been rescued, please reply 1. If you have not been rescued, please reply 2. Each help-seeker who receives the text message can reply according to the prompt.

[0118] Rescuer A replies with the shortcut key to confirm. For example, if rescuer A has been rescued, dial back with the * key; if rescuer B has not been rescued, dial back with the # key; or if rescuer B cannot answer the call due to a damaged phone or other reasons, feedback is processed manually;

[0119] The alarm center determines whether each help-seeker has confirmed that they have been rescued. If so, the rescue is over. Otherwise, the help-seekers who have not responded will be further confirmed and rescued. For example, the rescue center will identify the help-seeker B who has not received any feedback through the feedback of each help-seeker, further contact and confirm manually, and take corresponding rescue measures.

[0120] One of the advantages of the embodiments of the present invention is that the rescue center can identify and process more distress alarms. Even when the staff of the alarm center are all busy, the people calling for help can quickly call the police through the hot events broadcast by the alarm center system, providing more rescue opportunities for people in the same crisis within the same time frame, while alleviating the waste of limited telephone resources, which is conducive to the rescue center receiving more help information in the event of an emergency. By returning the visits to the people seeking help, the occurrence of omissions in the rescue can be effectively reduced.

[0121] Based on the method for performing an alarm response based on a hotspot event provided in the above embodiment, an embodiment of the present invention further provides a device for performing an alarm response based on a hotspot event. Figure 5 The device for performing alarm response based on hotspot events according to an embodiment of the present invention is shown. The device includes: a hotspot information generating module 121 , a line judgment switching module 122 , and a result processing feedback module 123 .

[0122] The hot information generation module 121 can obtain the connected telephone call information within a preset time range; generate corresponding event information according to the telephone call information; generate hot events according to the event information, count the number of events within the preset time range, and arrange them from high to low according to the number of events, take the top N rescue events as hot events, and generate corresponding return visit triggering methods according to the hot events;

[0123] The line judgment switching module 122 can determine whether the line is busy when receiving an incoming call signal from a related communication device; when the line is idle, it connects to the answering device for manual processing; when all lines are busy, the alarm center obtains the hot event, and broadcasts the hot event, the corresponding number of the hot event and the user operation prompt information to the communication device; when receiving the help-seeker's judgment that there is the same alarm event, according to the hot event corresponding number fed back by the user operation prompt information, according to the key information fed back by the help-seeker, a corresponding help event is generated, or it continues to wait for manual answering;

[0124] Result processing feedback module 123: can detect the follow-up trigger information of the corresponding hot event; according to the hot event information, send the follow-up information for feedback to the communication device, the follow-up information includes: preset information such as alarm events and rescue results; determine the final event processing result according to the received follow-up information, and the follow-up result includes voice or text form.

[0125] The alarm call response device 120 can be set in the alarm center system 12, wherein the hot information generation module 121 is used to obtain the information of the connected telephone calls within a preset time range; generate corresponding event information according to the telephone call information; generate hot events according to the event information, count the number of events within the preset time range, and arrange them from high to low according to the number of events, take the first N distress events as hot events, and generate an optional return visit trigger method corresponding to the hot events, and when the line judgment switching module 122 receives an incoming call signal from the relevant communication device, it determines whether the line is busy; when the line is idle, connect the answering device and manually handle it. , after the processing is completed, a corresponding distress event is generated; when all lines are busy, the hot event, the corresponding number of the hot event and the user operation prompt information are broadcast for the alarm personnel to choose. After the rescue of the corresponding hot event is completed, the alarm center staff can trigger the hot event playback method provided by the system. The result processing feedback module 123 detects the return visit trigger information of the corresponding hot event; according to the hot event information, the return visit information for feedback is sent to the communication device to the help-seeker, and the return visit information includes: preset information such as the alarm event and the rescue result; finally, the final event processing result is determined according to the received return visit information, or it is handed over to manual processing.

[0126] In addition to the method for generating an alarm hotspot event provided in the above embodiment, an embodiment of the present invention further provides a device for generating an alarm hotspot event. Figure 6 The device for generating an alarm hotspot event according to an embodiment of the present invention is shown. The alarm call response device includes: a call information acquisition module 1211 , a help event generation module 1212 , and a hotspot event generation module 1213 .

[0127] The call information acquisition module 1211 is used to acquire the call information of the emergency calls that have been connected within a preset time range;

[0128] The distress event generation module 1212 is used to analyze the call information of each distress call through voice analysis, text analysis and event extraction technology to generate distress event information, wherein the distress event information includes: time, location, event name, and helper identification;

[0129] Hot event generation module 1213: based on the distress event information, by counting the number of events within a preset time range, and arranging the events from high to low according to the number of events, taking the first N events arranged in front as hot events, where N is a positive integer;

[0130] The hot events are obtained by the call information module 1211 from the call information of the emergency calls within the preset event range. Based on the content of the call information, the emergency event generation module 1212 generates the corresponding emergency events through voice analysis, text analysis, event extraction technology analysis and other technologies. The hot event generation module 1213 then counts the number of each emergency event, and arranges them from high to low according to the number of events, and takes the first N events in the front as hot events.

[0131] Through the above description, the embodiment of the present invention can determine the line status after the alarm personnel dials the alarm number, so as to avoid the limited telephone resources being occupied due to repeated alarms by different people for the same incident in a short period of time, and enable the alarm center staff to receive more effective information. For large-scale alarms during sudden disasters, after the rescue is completed, the rescue effect for each person in need is confirmed to avoid inadequate rescue due to omissions. In the case of major sudden natural disasters, it helps the rescue center to better coordinate rescue deployment.

[0132] Figure 7 The schematic diagram of the structure of the electronic device according to the embodiment of the present invention is shown, and the specific embodiment of the present invention does not limit the specific implementation of the electronic device. Figure 1 Alarm response device computer shown.

[0133] like Figure 7 As shown, the electronic device may include: a processor (processor) 71, a communication interface (Communications Interface) 75, a memory (memory) 72, and a communication bus 74.

[0134] The processor 71, the communication interface 75, and the memory 72 communicate with each other via the communication bus 74. The communication interface 74 is used to communicate with other devices such as the network element of the alarm center client or the alarm server. The processor 71 is used to execute the program 73, which can specifically execute the relevant steps in the above-mentioned alarm call response method embodiment.

[0135] Specifically, the program 73 may include program codes including computer operation instructions.

[0136] In an embodiment of the present invention, depending on the type of hardware used, the processor 71 may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc.

[0137] The memory 72 is used to store the program 73. The memory 72 may include a high-speed RAM memory, and may also include a non-volatile memory, such as at least one disk memory. The program 73 may be specifically used to enable the processor 71 to execute the alarm call response method in any of the above method embodiments.

[0138] When the computer program is executed by the processor, one or more steps of the alarm call response method disclosed in the embodiment of the present invention are implemented. The complete computer program product is embodied in one or more computer-readable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing the computer program disclosed in the embodiment of the present invention.

[0139] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit them. Under the concept of the present invention, the technical features in the above embodiments or different embodiments may also be combined, the steps may be implemented in any order, and there are many other changes in different aspects of the present invention as described above, which are not provided in detail for the sake of simplicity. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they may still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the scope of the technical solutions of the embodiments of the present invention.

Claims

1. A method for generating alarm hotspot events of an alarm center, characterized in that: include: Obtain call information of emergency calls that have been connected within a preset time range; Generate help event information based on the call information of each of the help calls, the help event information includes: time, location, event name, and helper identification; Generate a hot event based on the distress event information; The step of generating the distress event information specifically includes: analyzing the call information of the distress call by voice analysis, text analysis and event extraction technology to generate the distress event information; The step of generating hot events specifically includes: counting the number of events within a preset time range, and arranging the events from high to low according to the number of events, taking the first N events arranged in front as hot events, where N is a positive integer.

2. The method for generating alarm hotspot events of an alarm center according to claim 1, characterized in that: Also includes: Divide the hot events into regions according to the locations where the hot events occur; The step of dividing the hot events into regions according to the locations where the hot events occur specifically includes: Based on the base station to which the location of the hot event belongs or a preset distance range of the base station, the hot event is associated with the base station.

3. A method for responding to hotspot events based on the method for generating hotspot events of an alarm center according to claim 1, characterized in that: include: Receive calls from people seeking help to the alarm center through communication equipment; as well as The alarm center determines the current wiring line status and performs transfer operations based on the line status; The step of performing the switching operation based on the line status specifically includes: When all lines are busy, the alarm center obtains hot events and broadcasts the hot events, the corresponding numbers of the hot events and the user operation prompt information to the communication equipment; when the help-seeker determines that there is the same alarm event, the hot event corresponding number is fed back according to the user operation prompt information; When the line is free, the alarm center connects the line to the answering device so that the police officer can answer the call.

4. The alarm response method according to claim 3, characterized in that: The step of the alarm center acquiring hot events and broadcasting the hot events, the hot events corresponding numbers and user operation prompt information to the user's call device specifically includes: Based on the base station where the alarm person's communication device is located, the alarm center obtains hot events related to the information of the base station and broadcasts them as hot events.

5. The alarm response method according to claim 3, further comprising: The alarm center makes a return visit based on the alarm calls received; The step of the alarm center making a return visit based on the received alarm call specifically includes: The alarm center sends a return visit information to the communication device of the alarm person, and the return visit information includes: the alarm event and the rescue result; The alarm center receives the feedback result from the alarm person through the communication device, and the feedback result includes voice or text form; The feedback result is processed according to the feedback information received by the alarm person.

6. The alarm response method according to claim 5, characterized in that: The step of sending the return visit information by the alarm center specifically includes: The alarm center calls back the callers’ communication devices one by one and talks with them through the chat robot; The chat robot communicates with the caller through the caller's communication device through preset follow-up questions and prompt information; The telephone number of the callback call is the telephone number of the communication device of different alarm persons based on the same hot event.

7. The alarm response method according to claim 6, characterized in that: The step of the alarm center sending a return visit information also includes: The alarm center sends a short message to the communication device of the alarm person through the short message system. The short message includes: the rescue situation that needs to be confirmed and the prompt information of the user's feedback operation; Among them, the alarm center sends group short messages to the communication devices of different alarmists for the same hot event through the short message system based on the telephone numbers of the communication devices of the alarmists.

8. A device for generating alarm hotspot events in an alarm center, characterized in that: include: Call information acquisition module: used to obtain the call information of the emergency calls that have been connected within a preset time range; A distress event generation module: used to generate distress event information based on the call information of each distress call, wherein the distress event information includes: time, location, event name, and helper identification; Hot event generation module: used to generate hot events based on the distress event information; Among them, the distress event generation module analyzes the call information of the distress call through voice analysis, text analysis and event extraction technology to generate distress event information; the hot event generation module counts the number of events within a preset time range, and arranges them from high to low according to the number of events, and takes the top N events as hot events, where N is a positive integer.

9. An alarm response system, characterized in that: include: Alarm client: used to send phone signals, receive and reply to callback information; Alarm center: comprising a processor and a memory, wherein the processor is in communication connection with the memory; the memory stores computer instructions, so that when the processor calls the computer instructions, it executes the method for generating alarm hot spot events of the alarm center as described in claim 1 or 2 and the alarm response method as described in any one of claims 3-7; Alarm connection point: used to access the answering device of the alarm center when the line is not busy.

10. A non-volatile computer readable and writable storage medium, characterized in that: The storage medium stores computer program instructions, which, when called by the processor, enable the processor to execute the method for generating alarm hotspot events of the alarm center as described in claim 1 or 2 and the alarm response method as described in any one of claims 3-7.

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