Digital Assistant Monitoring for Dispatcher Script Compliance
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Solution Overview
Problem
Dispatchers may deviate from scripts during critical incidents, leading to increased severity levels due to slow communication or inaccurate information transfer, which can be exacerbated by the use of electronic digital assistants that do not adequately monitor or respond to deviations from predetermined conversational procedures.
Innovation Solution
An electronic digital assistant is implemented to monitor communication between dispatchers and callers, determine the severity level of incidents, and take actions when thresholds are exceeded, such as dispatching officers, by analyzing the content of the conversation against predefined scripts for public safety incidents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If dispatchers use scripts to communicate with callers during critical incidents, then information accuracy is improved, but communication time increases due to following predetermined procedures
Solution Approach 1:
The system continuously monitors the conversation between dispatcher and caller, comparing actual dialogue against the script in real-time. This feedback mechanism allows the system to detect deviations immediately and provide corrective guidance, ensuring information accuracy is maintained without requiring the dispatcher to consciously follow every script step, thus reducing communication time.
Solution Approach 2:
The electronic digital assistant automatically performs the function of monitoring and comparing conversation against scripts, eliminating the need for the dispatcher to manually track script compliance. The system serves itself by autonomously detecting deviations and prompting the dispatcher, freeing the dispatcher to focus on natural communication while maintaining accuracy.
2Speed
If dispatchers deviate from scripts during critical incidents, then communication speed is improved, but incident severity increases due to inaccurate information transfer
Solution Approach 1:
The system provides real-time feedback when deviations from the script are detected, allowing dispatchers to maintain natural, fast communication while ensuring critical information accuracy. The feedback mechanism alerts dispatchers to potential errors without requiring them to slow down and methodically follow every script step.
Solution Approach 2:
The system applies partial monitoring by focusing on critical information points in the script rather than requiring strict adherence to every detail. This allows dispatchers to communicate naturally at full speed while the system monitors and flags only the most important deviations that would impact incident severity.
3Measurement precision
If electronic digital assistants monitor communication to ensure script compliance, then information accuracy is improved, but system complexity increases
Solution Approach 1:
The system introduces an intermediary layer between the dispatcher and the call management system. This intermediary electronically digital assistant handles the complex task of monitoring and comparing conversation against scripts, while presenting a simple interface to the dispatcher. The complexity is isolated in the monitoring layer rather than requiring complex dispatcher actions.
4Loss of time
If the system takes automated actions when severity thresholds are exceeded, then response time is improved, but automation extent increases
Solution Approach 1:
The system uses feedback loops to continuously assess conversation severity against predefined thresholds. When thresholds are exceeded, the system automatically triggers appropriate actions such as alerting supervisors or initiating emergency protocols. This automated feedback-response mechanism reduces response time while maintaining appropriate levels of automation oversight.
Data Source
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AI summary
Methods and systems for evaluating compliance of communication of a dispatcher. One system (100) includes an electronic computing device that includes an input device (206), a transceiver (136), and one or more electronic processors. The one or more electronic processors are configured to monitor communication between a dispatcher and a caller during a call and determine a type of call. The one or more electronic processors are further configured to determine a conversational procedure based on the type of call and compare a characteristic of the monitored communication to a constraint of the conversational procedure. The one or more electronic processors are further configured to determine that the characteristic of the monitored communication is outside the constraint of the conversational procedure and take an action as a function of determining that the characteristic of the monitored communication is outside the constraint of the conversational procedure.