Call Workflow Modification via Sentiment Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In public safety and private security operations, call takers and dispatchers face challenges in making accurate split-second decisions due to inconsistencies in information provided by callers, which can lead to incorrect responders being dispatched or inadequate responses to incidents, as callers may be injured, impaired, or have malicious intentions.
Innovation Solution
A system and method that utilize a call-taking computing device to perform sentiment and semantic analysis on audio and transcribed text of calls to determine inconsistencies with predetermined profiles, allowing for the modification of workflows to ensure appropriate responders are dispatched, such as dispatching both police and ambulances if a caller's sentiment analysis indicates they may be injured during a minor traffic accident.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If call takers follow standard workflows based on caller information, then response dispatch efficiency is maintained, but accuracy of responder dispatch deteriorates due to inconsistent or misleading caller information
Solution Approach 1:
The system performs sentiment and semantic analysis on caller information in advance of the dispatch decision, pre-identifying inconsistencies or indicators of caller impairment. This preliminary analysis allows the workflow to be modified proactively rather than reactively, improving dispatch accuracy without adding significant time to the overall response process.
Solution Approach 2:
The system analyzes caller sentiment and semantics, compares results against expected profiles for reported incident types, and uses this feedback to dynamically modify the dispatch workflow. This closed-loop feedback mechanism enables real-time adjustment of dispatch decisions based on detected inconsistencies, resolving the contradiction between speed and accuracy.
2Measurement precision
If call takers perform detailed analysis of caller information, then accuracy of incident assessment is improved, but decision-making time increases
Solution Approach 1:
The system replaces manual analysis of caller information with automated sentiment and semantic analysis algorithms. This substitution of mechanical human analysis with computational systems provides accurate incident assessment while maintaining rapid decision-making, as the automated analysis occurs in parallel with call processing rather than sequentially.
3Adaptability or versatility
If call takers follow predetermined workflows, then operational consistency is maintained, but adaptability to inconsistent or misleading information deteriorates
Solution Approach 1:
The system transforms static predetermined workflows into dynamic adaptive workflows that automatically adjust based on real-time sentiment and semantic analysis results. When inconsistencies are detected, the workflow parameters are dynamically modified to account for potential caller impairment or deception, providing adaptability while maintaining operational simplicity through automated adjustments.
Data Source
AI summary
A device, system and method for modifying workflows based on call profile inconsistencies is provided. A device monitors a call, received from a caller reporting an incident. The device performs one or more sentiment analysis and semantic analysis on one or more of: video of the caller on call; audio of the caller on call; and transcribed text of the audio of the call. The device determines a profile for the call, from a plurality of predetermined profiles stored at a memory accessible to the device, the plurality of predetermined profiles previously generated from historical data. In response to determining an inconsistency between the profile for the call and one or more of the sentiment analysis and the semantic analysis, the device determines a modified workflow for handling the call. The device provides, at a notification device, the modified workflow for handling the call reporting the incident.