AI Emergency Call Triage and Dispatch for Faster PSAP Response

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Solution Overview

Problem

Current PSAP operations face challenges in reducing call processing time, ensuring data accuracy, and managing operator burnout due to high-stress situations, which can lead to delayed responses and inefficient resource allocation.

Innovation Solution

Implementing AI-driven virtual agents for autonomous emergency call handling and dispatch, capable of classifying emergency events, interacting with callers, and automatically dispatching responders based on event attributes, using multi-modal inputs and established protocols.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If manual call handling by PSAP operators is used, then human judgment and flexibility are maintained, but call processing time increases and operator burnout occurs

Engineering Contradiction:

Improvecall processing speedVSAvoidautomation system complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent replaces manual mechanical call handling by operators with an automated AI-based system that uses speech recognition, natural language processing, and decision algorithms to automatically classify emergency events, gather information, and dispatch responders, thereby increasing processing speed while managing complexity through intelligent automation

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service automation where the AI agent independently handles the entire call workflow including classification, information gathering through adaptive questioning, and dispatch decision-making without requiring continuous human intervention, thus improving productivity while the system manages its own operational complexity

Inventive Principle:

Principle #25Self-service

2Loss of time

If rapid information processing is implemented, then response time decreases, but data accuracy may be compromised

Engineering Contradiction:

Improvecall processing timeVSAvoidevent data accuracy

Core Design Contradiction:

Loss of timeVSMeasurement precision

Solution Approach 1:

The AI system continuously processes information throughout the call interaction in real-time, maintaining constant engagement with the caller to gather comprehensive event details while simultaneously updating the emergency record, thereby achieving both rapid processing and high data accuracy through uninterrupted information collection

Inventive Principle:

Principle #20Continuity of useful action

Solution Approach 2:

The system employs adaptive questioning with feedback mechanisms where the AI agent analyzes caller responses in real-time and dynamically adjusts subsequent questions to clarify ambiguities or verify critical information, ensuring data accuracy is maintained even during rapid processing by continuously refining the emergency record

Inventive Principle:

Principle #23Feedback

3Ease of operation

If automated AI agents handle emergency calls, then operator stress is reduced, but system reliability must be maintained

Engineering Contradiction:

Improveoperator workloadVSAvoidautonomous decision accuracy

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The AI agent serves as an intermediary between the emergency call and the dispatch decision, systematically processing information through structured algorithms and protocols to ensure reliable autonomous decisions while freeing operators from direct stress of handling calls, thereby reducing operator workload while maintaining high decision accuracy through sophisticated AI processing

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS12489845B1Autonomous public safety answering point (PSAP)

Publication Date: 2025.12.02 CARBYNE LTD

AI summary

A method, apparatus, and computer program product for autonomous public safety answering point (PSAP). Responsive to receiving emergency call(s) originating from client device(s) used to report emergency event(s), one or more artificial intelligence (AI) agents are initiated for handling the emergency call(s), the agent(s) being configured to: classify the emergency event(s) into event type(s) associated with response protocol(s) according to data extracted from the emergency call(s); initiate emergency event report interaction(s) via the client device(s) for prompting reply to query(s) relating to the emergency event(s) driven by the response protocol(s); determine event attribute(s) of the emergency event(s) according to data extracted from the reply received to the query(s); populate entry(s) of emergency event record(s) for computer aided dispatch (CAD) of responder units to emergency events; and responsive to a determination to dispatch responder unit(s) to address the emergency event(s), dispatch the responder unit(s) according to the emergency event record(s).