Call Priority Analysis System for Emergency Dispatch

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Emergency call centers face challenges in quickly prioritizing and responding to incoming calls, leading to delayed responses during peak times and disasters, where every second counts.

Innovation Solution

Implementing a call priority analysis system that uses algorithms to validate, transcribe, and prioritize calls in real-time, automatically routing urgent calls to agents and sending relevant information to emergency services without human intervention, employing validation, speech-to-text, entity identification, and gradient-boosted tree algorithms.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If a simple queue based on time of call is used to handle emergency calls, then the system is easy to operate and maintain, but the response time increases during peak times and disasters

Engineering Contradiction:

Improveease of operationVSAvoidresponse time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system changes the parameter of call prioritization from simple FIFO (first-in-first-out) time-based queuing to a multi-parameter priority system that evaluates call type, location, time of day, and other factors to dynamically assign priority levels, enabling urgent calls to be routed faster while maintaining operational simplicity

Inventive Principle:

Principle #35Parameter changes

Solution Approach 2:

The system performs automatic call validation, information extraction, and priority determination without requiring manual dispatcher intervention for routine decisions, allowing the system to self-manage call routing based on predefined criteria and algorithms

Inventive Principle:

Principle #25Self-service

2Reliability

If manual data input and validation by dispatchers is used, then the system ensures information accuracy, but the processing time increases and quality of service decreases

Engineering Contradiction:

Improveinformation accuracyVSAvoidprocessing time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system replaces the mechanical manual typing and validation process with automated speech-to-text conversion, natural language processing algorithms, and machine learning models that extract and validate case information automatically, maintaining accuracy through multiple validation layers while dramatically reducing processing time

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system introduces an intermediate automated processing layer between the caller and the dispatcher, using algorithms to pre-validate information, extract key details, and prepare case data before it reaches the dispatcher, reducing their workload while ensuring information quality

Inventive Principle:

Principle #24Intermediary (Mediator)

3Productivity

If automated algorithms are used to validate and prioritize calls, then the response time decreases and productivity increases, but the system complexity increases

Engineering Contradiction:

Improvecall processing speedVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system segments the call processing function into distinct modular components: speech-to-text conversion, entity identification, call validation, priority determination, and routing, allowing each component to be independently optimized, maintained, and scaled while managing overall system complexity

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system uses an intermediary automated processing layer that handles complex algorithmic operations, shielding the simplicity of the user interface and dispatcher workflow from the underlying system complexity while maintaining high productivity

Inventive Principle:

Principle #24Intermediary (Mediator)

4Reliability

If all calls are manually validated by dispatchers, then the validity of each call is ensured, but valuable time is consumed and service quality is impaired

Engineering Contradiction:

Improvecall validityVSAvoidvalidation time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system applies partial validation by using automated algorithms to perform initial validity checks on all calls, with dispatchers focusing only on calls that require human judgment or have failed automated validation, reducing overall validation time while maintaining reliability through layered verification

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS11895272B2Systems and methods for prioritizing emergency calls

Publication Date: 2024.02.06 NICE LTD

AI summary

Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.