Automated Call-Answering Device for Emergency Dispatch Prioritization
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Solution Overview
Problem
The process of dispatching first responders in emergency call centers is time-consuming and can be delayed due to the need for human dispatchers to assess each call, especially during high volumes of incidents, leading to potential missed reports and frustrated callers.
Innovation Solution
An automated call-answering device that answers emergency calls, asks incident-related questions, selects calls with consistent answers, and forwards them to human operators based on voice attributes and caller information, optimizing the dispatch process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human dispatchers manually assess each emergency call to determine which first responders to dispatch, then the quality of call assessment and decision-making is maintained, but the response time increases and productivity decreases during high call volumes
Solution Approach 1:
An automated call-answering device is introduced as an intermediary between callers and human dispatchers. This device automatically answers calls, asks predetermined questions, and collects caller information, thereby filtering and preprocessing calls before they reach human dispatchers. This intermediary system maintains assessment quality by systematically gathering necessary information while reducing the time burden on human operators.
Solution Approach 2:
The automated device performs preliminary actions by answering calls and collecting essential information before human dispatchers need to intervene. By asking questions and recording caller responses in advance, the system prepares call data beforehand, allowing human dispatchers to focus on decision-making rather than information gathering, thus reducing overall response time.
2Reliability
If human dispatchers manually manage and assess each emergency call, then accurate decision-making for dispatcher assignment is achieved, but productivity decreases during high call volumes
Solution Approach 1:
The automated call-answering device performs self-service by independently answering calls, asking questions, and collecting information without human intervention. This self-service capability allows the system to handle multiple calls simultaneously, significantly increasing productivity during high call volumes while maintaining assignment accuracy through systematic data collection and analysis.
Solution Approach 2:
The system implements feedback mechanisms by analyzing caller responses and voice attributes, then using this information to automatically select appropriate dispatchers. The automated device continuously processes call information, provides feedback on caller needs and characteristics, and enables accurate dispatcher assignment based on real-time analysis rather than manual assessment.
3Productivity
If automated call-answering device is used to answer calls and select calls for forwarding, then response time and productivity are improved, but device complexity increases
Solution Approach 1:
The system is segmented into distinct functional modules: an automated call-answering device for initial contact and information collection, a voice attribute analysis component for assessing caller state, and a call selection system for determining which calls to forward to human dispatchers. This segmentation allows each component to perform its specific function efficiently, improving overall productivity while managing complexity through modular design.
Data Source
AI summary
A device, system and method for selecting calls for forwarding to a communication device is provided. An automated call-answering device answers a plurality of calls associated with an incident. The device assigns, to the plurality of calls, questions associated with the incident, each of the questions assigned to at least two of the plurality of calls. The device asks the questions on the plurality of calls, as assigned. The device receives answers to the questions. The device selects a call to be forwarded to a communication device operated by a human user, the call selected from a group of the plurality of calls where one or more consistent answers were received in response to a given question, the call further selected based on voice attributes of callers in the group of the plurality of calls. The device forwards, to the communication device, the call as selected.